I am trying to optimize our routing. We want to use a Data Action to check if a caller is a ‘VIP’ in our legacy CRM before we assign them to our Bullseye routing rings.
However, our CRM API is very old and sometimes takes 4 or 5 seconds to respond. The ‘Call Data Action’ block in Architect seems to have a hardcoded timeout of about 3 seconds. When the CRM is slow, the Data Action takes the ‘Failure’ path, and the VIP caller gets dumped into the generic routing pool. Is there a way to increase the Data Action timeout to 10 seconds so we stop misrouting these high-value callers?
I run a small shop and we had this issue with our inventory system!
You can’t change the timeout inside the Architect block itself. You have to go to the Integrations → Actions menu. Edit your specific Data Action, and go to the ‘Configuration’ tab. There is a slider there for ‘Timeout’ that defaults to 3 seconds. You can increase it up to a maximum of 15 seconds. Just be careful: if your CRM hangs for 15 seconds, the customer is sitting in dead silence for 15 seconds before the flow continues.
To build on 's answer: If you increase that timeout to 10 seconds, you MUST enable ‘Play audio while fetching data’ in your Architect Data Action block.
If you don’t play a holding prompt or hold music, the Edge server’s media service might drop the call if it detects dead air for too long, or the caller might just hang up thinking the system crashed. Always play audio for any Data Action that might take longer than 2 seconds!
We have 800 agents in Japan and our core DB is very slow too!
If your CRM takes 5 seconds, a better architectural pattern is to use a ‘Local Cache’ Data Action if the VIP status doesn’t change frequently. You can dump your VIP phone numbers into a Genesys Cloud ‘Data Table’ nightly via the API. Then, Architect checks the native Data Table (which takes milliseconds) instead of hitting the slow CRM. It completely eliminates the timeout risk for critical routing decisions.