Hello everyone. I am currently designing a mission-critical emergency routing override system for our after-hours clinical support line. We are utilizing the Platform API to programmatically toggle a specific queue between ‘Active’ and ‘Out of Office’ states based on an external crisis management dashboard. However, I am observing a significant propagation delay. When I execute the PATCH /api/v2/routing/queues/{queueId} request to update the status, the Architect flows still route calls according to the old state for several seconds. Is there a specific API header or a ‘Force Sync’ methodology to ensure the routing table is updated immediately across all regional edges, or must we account for this latency in our failover logic?
Good afternoon. We handle similar dynamic state changes in our custom agent desktop application. You are correct that regional propagation is not instantaneous. In my experience building custom desktops, I have found that the Architect flow cache is the primary culprit. Instead of relying on the queue status alone, we recommend utilizing a ‘Global Variable’ or a ‘DataTable’ to store your emergency state. When we update a DataTable value via the API, the Architect flows appear to fetch the new value with significantly less latency than a full routing configuration change. It is a more robust pattern for high-stakes clinical environments.
Hello. I have done many load tests on the routing engine at scale. The delay you see is expected because the Genesys Cloud infrastructure is distributed. When you update the queue via the API, it must sync to the specific Edge instances that are handling the live SIP traffic. Even if the API says ‘200 OK’, it does not mean the Edge has the new data yet. I recommend that you do not use the queue status for ‘Emergency’ overrides. Like the previous reply said, use a DataTable. We have load tested DataTables and they update much faster across the regional edges.
Greetings! I am so excited to see people pushing the limits of the Platform API! While the DataTable approach is brilliant, I want to add that you should also look into the ‘Architect Flow Global Variables’! We actually used this for our voice biometrics rollout where we needed to toggle authentication on and off instantly! It is absolutely fantastic how much control you can get when you combine a custom API dashboard with real-time Architect logic! You should definitely check the ‘Last Updated’ timestamp on your API response to ensure you are not hitting a stale cache during your clinical crisis failovers!