Dealing with a very strange bug here with our BYOC trunk registration stability that seems directly correlated with our weekly WFM schedule publishing window. We are operating in America/Chicago, and every Monday at 06:00 CST, when our workforce management module pushes the new shift schedules and agent availability states to the cloud, we experience intermittent 403 Forbidden errors on our SIP trunk registration requests from the on-premise PBX. The error payload returned by the Genesys Cloud BYOC API specifically cites invalid_trunk_credentials, yet we have verified that the username and password remain static and correct in our PBX configuration. This is baffling because the same credentials work perfectly fine if we trigger a manual re-registration immediately after the error occurs. We are running Genesys Cloud release 2023-10, and our PBX is a Cisco UC520 with the latest firmware patch. The issue persists across all three of our registered trunks, suggesting it is not a single device misconfiguration but rather a systemic authentication challenge during high-load periods. We suspect there might be a race condition where the WFM schedule publish triggers a temporary invalidation or refresh of the trunk authentication tokens before the SIP registration cache is fully updated. Has anyone else observed this specific timing conflict between WFM data pushes and BYOC trunk health? We are considering implementing a retry logic in our PBX, but we want to rule out a platform-side bug first. The logs show the 403 errors occurring precisely within a 2-minute window after the schedule publish job completes successfully. Any insights into how the WFM module interacts with the telephony authentication layer would be greatly appreciated, as this is causing significant downtime for our inbound agents who rely on these specific DID mappings for their assigned shifts.
Make sure you check the X-Genesys-Request-Id in the 403 payload. It’s likely hitting the platform_api rate limit during the WFM publish spike. Throttle the SIP registration retries using a backoff_strategy in your PBX config. Don’t let concurrent requests exceed the WebSocket connection limits.