Looking for advice on a persistent issue where SMS delivery receipts are not populating correctly in the Genesys Cloud analytics dashboard for our 15 BYOC trunks in the AP-Southeast-1 region. The outbound messages appear to be sent successfully according to the carrier logs, but the platform consistently reports a ‘Pending’ status for approximately 15% of messages, never transitioning to ‘Delivered’ or ‘Failed’. This discrepancy is causing significant inaccuracies in our campaign performance reports and making it difficult to validate carrier reliability metrics.
The environment is running the latest Genesys Cloud release, and the BYOC configuration utilizes standard SIP credentials with proper DSCP marking for signaling. We have verified that the carrier is sending the appropriate SMPP or HTTP webhook callbacks, yet the platform does not seem to be processing or acknowledging these inbound status updates.
- Reviewed the raw SIP/HTTP traces for the affected messages and confirmed that the carrier’s status report is reaching the Genesys edge node without latency or packet loss.
- Re-imported the DID mappings and refreshed the trunk credentials to rule out any authentication or routing mismatch issues, but the problem persists across all 15 trunks.
Has anyone encountered similar issues with webhook processing for SMS status updates in this specific region? Any insights into potential configuration gaps or known platform behaviors would be appreciated.