Can anyone clarify the expected behavior of the priority queue when a BYOC trunk transitions from ‘Healthy’ to ‘Degraded’ during an active outbound campaign?
We are running a high-volume predictive dialer campaign in AP-Southeast-1 utilizing three of our 15 BYOC trunks. The campaign is configured with a strict failover sequence: Primary → Secondary → Tertiary. Recently, we observed that when the Primary trunk began experiencing intermittent SIP 408 Request Timeout errors from the carrier, the Architect flow did not immediately route calls to the Secondary trunk. Instead, the calls remained in a ‘Reserved’ state for approximately 45 seconds before failing with a generic ‘Carrier Unavailable’ error.
The analytics dashboard shows a spike in ‘Abandoned Calls’ during this window, which is skewing our performance metrics significantly. We are using the latest Genesys Cloud API v2 endpoints for campaign monitoring. Is there a specific configuration setting in the Outbound Campaign settings or the Trunk Failover policy that needs adjustment to reduce this latency? We want to ensure that the failover logic triggers instantly upon detecting the first consecutive SIP timeout, rather than waiting for a full health check cycle.