Call flow timeout action not triggering on inbound secure call

Architect & Flows
1 
# Terraform - Data Action for real-time CRM lookup
resource "genesyscloud_integration_action" "crm_lookup" {
  name           = "RealTime-CRM-Lookup"
  category       = "CRM"
  integration_id = genesyscloud_integration.web_services.id
  
  contract_input = jsonencode({
    type = "object"
    properties = {
      phoneNumber = { type = "string" }
    }
  })
}

Don’t rely on nightly syncs. Use Data Actions for real-time lookups in Architect.

2

From an HR perspective, stale data also affects gamification fairness.

We award bonus points to agents who correctly identify VIP customers during the greeting. If the external contact data is stale and shows a customer as ‘Standard’ when they are actually ‘VIP’, the agent doesn’t get credit for the VIP identification. This undermines trust in the gamification system.

3

Our inbound secure call (TLS SIP) hits the Architect flow correctly, but the 30-second timeout action doesn’t fire.

Regular non-TLS calls trigger the timeout as expected. Only TLS-encrypted calls skip the timeout entirely.

4

The TLS handshake adds 2-5 seconds to call setup, shifting the timeout window.

The 30-second timer starts at flow execution, but the audio prompt doesn’t play until the TLS handshake completes (T+3s). The caller has only 27 seconds of listening time before the timeout fires at T+30s. Increase the timeout to 35 seconds for secure trunks.