HTTP 502 Bad Gateway returned by the Genesys Cloud Data Action API when querying call detail records for our APAC BYOC trunks.
The specific endpoint failing is /api/v2/analytics/details/query. This occurs consistently for calls routed through our primary Singapore BYOC trunk (provider: Telstra), while PSTN-originated calls and US-based trunks return valid JSON payloads without issue. The request payload includes a date range of the last 24 hours and filters for call_type equal to inbound. The 502 error appears to originate from the backend aggregation service rather than a simple authentication failure, as the same credentials successfully retrieve summary reports via the /api/v2/analytics/reporting/query endpoint.
We have verified that the SIP registration state for the affected trunk is stable, with no recent registration timeouts or re-authentication cycles logged in the edge diagnostics. The issue seems isolated to the detailed analytics engine processing SIP call legs associated with specific carrier headers. We are currently on Genesys Cloud Release 2402. Has anyone encountered similar latency or gateway errors when pulling granular data for high-volume BYOC trunks in the Asia-Pacific region? Is there a known limitation or timeout threshold for detail queries involving custom SIP headers?
It depends, but generally… this specific 502 error on the analytics endpoint for BYOC trunks is less about the trunk configuration itself and more about how the query payload handles high-volume data retrieval for international providers. When querying APAC regions, especially with Telstra, the default batch size in the data action often triggers a timeout on the gateway before the full dataset can be processed, resulting in that bad gateway response.
The fix is to explicitly limit the batch size and ensure the date range is split into smaller chunks if the initial query exceeds 50k records. You also need to ensure the view parameter is set to default rather than summary to avoid processing overhead.
Try adjusting your request payload to include a specific batchSize parameter and verify the filter object isn’t requesting fields that are unsupported for BYOC metadata. Here is the corrected structure:
Reducing the batchSize to 1000 prevents the gateway from timing out while assembling the response. If you still hit the 502, try splitting the 24-hour window into four 6-hour segments. This approach stabilizes the connection and ensures the analytics engine can process the BYOC metadata without dropping the connection. Keep an eye on the response headers for X-Request-Id to correlate logs if the issue persists.