So I’m seeing a very odd bug with the AI Assistant entity mapping when calls originate from our AP-SE-2 BYOC trunks. The Voice Bot flow is supposed to pass the carrierId into the NLP context for custom entity resolution, but the extracted entities consistently return null for carrier-specific attributes.
The issue appears isolated to the 15 BYOC trunks in Singapore. Standard PSTN calls populate the context correctly. We are using Genesys Cloud SDK v2.14.0 and have verified the SIP headers are intact via packet capture.
Environment details:
- Region: AP-SE-2
- Trunks: 15 BYOC SIP (SBC: Cisco 11000)
- Bot Version: v4.2.1
- Architect Flow: Standard Voice Bot with custom NLP model
The NLP service logs show the incoming audio stream is processed, but the metadata injection step fails silently. No 500 errors are returned, just empty entity sets. Has anyone configured custom entities that rely on trunk metadata for BYOC connections? The failover logic seems to strip the carrier context before it reaches the NLP service.