I cannot figure out why the Architect flow hangs at the Script Node when a call is transferred from a failed primary BYOC trunk to the secondary failover trunk. The initial registration is stable, and the failover logic triggers correctly based on the SIP 503 responses from the primary carrier. However, once the call bridges to the secondary trunk, the Script Node intended to log the call metadata via the REST API times out after 5 seconds. The error log shows a generic “Gateway Timeout” rather than a specific API rejection. The secondary trunk uses identical SIP credentials and TLS settings as the primary, yet the API call fails only during this specific failover path. Direct outbound calls from the secondary trunk work fine with the same Script Node configuration. Is there a known latency issue with the AP1 region’s API endpoints when handling high-volume failover events? Or could the SIP INVITE retransmission during the failover handshake be interfering with the parallel API execution context? We are seeing this pattern consistently during peak hours in the Asia/Singapore timezone.
Take a look at at the timeout configuration within the Script Node itself, specifically regarding how the node handles asynchronous events from the BYOC trunk failover.
The issue often stems from the Script Node waiting for a state change that the secondary trunk doesn’t immediately broadcast in the same format as the primary. When the primary trunk sends a SIP 503, the failover triggers, but the new trunk connection might not fire the expected call.transferred event within the default 10-second window. Extending the timeout to 30 seconds (30000ms) gives the secondary trunk enough time to establish the SIP session and update the call state in the Architect flow.
Additionally, ensure the Script Node is listening for the correct event type. Sometimes, after a failover, the call context resets, and the node needs to listen for call.connected instead of call.transferred. Check the event logs in the Architect trace to confirm which event is actually firing. If the event isn’t firing at all, the Script Node will hang indefinitely until it times out.
In our Chicago WFM setup, we saw similar hangs when agents were on break and calls were rerouted. The fix was adjusting the event listener to match the exact state change reported by the secondary carrier. Also, verify that the BYOC trunk configuration in Genesys Cloud has the correct failover priority set. If the priority is misconfigured, the secondary trunk might not take over immediately, causing the delay.
Finally, consider adding a debug log in the Script Node to print the current trunk status. This helps identify if the trunk is actually switching or if there’s a lag in the state update. This approach saved us hours of troubleshooting during our last schedule publishing cycle.
You need to increase the Script Node timeout to 60 seconds to account for the SIP re-INVITE delay during failover.
The default 30-second limit is too tight when the secondary trunk is negotiating media, causing the node to timeout before the call.transferred event fires.
What’s happening here is that treating a SIP trunk failover as a simple script timeout issue ignores the deeper architectural differences between Zendesk Talk’s legacy routing and Genesys Cloud’s real-time media handling. While increasing the timeout to 60 seconds might mask the symptom temporarily, it does not address the root cause: the Script Node is likely trying to evaluate contact attributes that are not yet populated during the SIP re-INVITE sequence. In Zendesk, ticket data often preceded the call setup, but in Genesys, the media stream and the data stream can decouple during a BYOC failover. If you rely on the call.transferred event within the Script Node to validate trunk status, you risk a race condition where the media path is established before the metadata sync completes. A safer approach is to move the trunk validation logic out of the Script Node and into a dedicated “Get Info” node or a prior “Set Values” node that explicitly waits for the SIP_TO header to stabilize. Check the contact_attributes for sip_to before proceeding. If this attribute is null or mismatched, the Script Node will hang waiting for a condition that never resolves in the expected timeframe. Also, ensure your BYOC trunk configuration in Genesys allows for extended registration intervals, as the default AWS SIP Media Application settings might be more aggressive than Zendesk’s legacy carriers. This isn’t just a timeout tweak; it’s about aligning your flow logic with Genesys’s event-driven architecture rather than forcing a Zendesk-style synchronous check.
You need to stop treating this as a pure scripting issue. The hang is likely caused by state drift between the SIP session and the Architect contact context during the BYOC failover. Increasing the timeout to 60 seconds is a band-aid. It delays the failure but does not fix the root cause: the Script Node is waiting for a call.transferred event that never fires because the secondary trunk registration happens asynchronously to the media path switch.
The real problem is that the contact attributes are stale. When the primary trunk fails, the existing contact object retains the old trunk ID. The Script Node checks trunk.status against a cached value. The new trunk is not yet linked to the contact context in memory.
Use a Data Action to refresh the contact attributes explicitly before the Script Node evaluation. This forces the system to pull the current trunk status from the telephony backend.
resource "genesyscloud_flow" "ivr_failover" {
name = "Failover Logic"
node {
id = "refresh_attrs"
type = "DataAction"
data_action_id = "genesys.cloud.contact.refresh"
post_wait_event = true # Wait for async refresh to complete
}
node {
id = "check_trunk"
type = "Script"
script = "return contact.trunk_id == secondary_trunk_id"
# Only evaluate AFTER refresh is complete
}
}
This ensures the Script Node operates on live data. The documentation for contact attribute refresh is sparse, but the API behavior is consistent. See Contact Data Actions.
Also, check your BYOC trunk health checks. If the secondary trunk is flapping, the refresh will fail repeatedly. Add a retry loop in Terraform for the trunk configuration to ensure stability before deploying the flow change.
# Check trunk status via CLI before deploying
genesyscloud trunk list --status active
This approach is more robust than arbitrary timeouts. It aligns with how Genesys Cloud handles async telephony events. Avoid relying on call.transferred events for trunk failover logic. They are unreliable in BYOC scenarios. Use explicit attribute refreshes instead.