Struggling to figure out why the outbound dialer drops calls with a 408 Request Timeout when the primary APAC BYOC trunk fails over to the secondary carrier. The SIP INVITEs are sent, but the carrier never returns a 200 OK.
408 Request Timeout: SIP/2.0 408 Request Timeout
This only happens with the Genesys Cloud outbound API v2 when routing through our Singapore region trunks.
This seems like a classic SIP header persistence issue during carrier failover rather than a simple timeout. When the Architect runtime switches from Carrier A to Carrier B, the session state often resets, causing the secondary trunk to reject the INVITE if it lacks specific BYOC authentication headers. Check if your Data Action is stripping custom headers during the webhook payload transformation. In ServiceNow integrations, we often see this when the REST API middleware modifies the request body before forwarding it to the Genesys outbound connector. Ensure the X-Custom-Auth and P-Asserted-Identity headers are explicitly preserved in the webhook configuration. Also, verify the SIP URI format in the outbound campaign settings; some APAC carriers require specific port bindings that change during failover. Try adding a retry logic with a 200ms delay in the Architect flow to allow the trunk state to stabilize before the next INVITE is sent.
Have you tried checking the BYOC trunk health endpoint before initiating the dial? The failover might be too slow for the outbound campaign’s retry logic.
# Check trunk status first
data "genesyscloud_trunk" "apac_primary" {
name = "APAC-Primary"
}