Is it possible to configure the Quality Management engine to accurately parse SIP headers from specific BYOC carriers for automatic evaluation triggers without manual intervention? We are managing 15 BYOC trunks across the Asia-Pacific region, and while our SIP registration and failover logic are stable, we are encountering a critical data integrity issue with our quality analytics.
When calls are routed through our primary carrier in Singapore (using the AP-SE-2 edge), the call detail records (CDRs) generated in the Analytics API correctly reflect the sip_from and sip_to headers. However, when we query the Quality Management API (/api/v2/quality/evaluations) for these specific interactions, the score field returns null for approximately 15% of the volume. This correlates directly with calls that utilize specific DIDs provisioned under a secondary carrier agreement.
We have verified that the evaluation forms are correctly assigned to the relevant skills and that the triggerType is set to CALL. Despite this, the system fails to link the CDR to the evaluation record for these specific trunk instances. We are currently running on the latest stable release of the Genesys Cloud platform (Build 2405).
According to the Quality Management Integration Guide, the system should automatically ingest CDRs for all connected trunks. However, we suspect that the carrier-specific SIP user-agent strings or the delay in CDR finalization due to international routing latency might be causing the Quality engine to miss the window for automatic assignment.
Has anyone encountered similar issues where carrier-specific SIP quirks prevent the Quality module from picking up interactions? We need to ensure our compliance reporting is accurate. If this is a known limitation with certain BYOC configurations, we need to know if there is a workaround, such as using a custom webhook to push evaluation data, or if we must adjust our outbound routing to prioritize carriers with better CDR synchronization times.