Hey folks,
I’m wrestling with a session handover failure in CXone Studio. The goal is to pass a lead from a standard IVR flow into our NICE Cognigy voicebot using the standard session transfer endpoint. The Studio script hits a GetRESTProxy snippet to post the transfer payload to the Cognigy orchestration layer. The issue is that the handover drops 40% of the time, and the Studio logs just show a generic 502 Bad Gateway from the proxy. The Cognigy logs show the request never arrives, which points to a CXone-side timeout or payload rejection. I’ve checked the network connectivity from the CXone edge to the Cognigy endpoint, and it’s solid. The timeout is set to 5000ms, which should be plenty for a simple JSON post. I’m suspecting the payload structure might be tripping up the proxy or the Cognigy middleware. Here’s the ASSIGN block I’m using to build the body before the GETRESTPROXY call: assign body = json.encode({"sessionId": session.id, "transferType": "voice", "metadata": {"callerId": session.callerId, "priority": 1}}) The proxy endpoint is https://api.cognigy.com/v1/sessions/transfer. When it fails, the Studio execution log shows Status: 502, Error: Upstream request failed. I’ve tried increasing the timeout to 10000ms, but it didn’t help. The successful handovers work instantly. The failed ones seem to hang for a few seconds before the 502. I’m wondering if there’s a specific header requirement I’m missing in the RESTProxy config or if the json.encode is adding something weird. Any ideas on what could cause this intermittent 502 in Studio RESTProxy calls?