Why does this setting in the Scripting API seem to ignore variable persistence when transitioning from a BYOC trunk inbound flow to a standard IVR script? The environment involves Genesys Cloud v2.61, managing 15 BYOC trunks across APAC regions. We are using the Scripting API v2 to dynamically inject carrier-specific metadata into agent-facing scripts. The goal is to display the originating carrier name and trunk ID in the agent workspace based on the SIP headers captured during registration.
The issue arises when an inbound call arrives on a BYOC trunk and is routed through an Architect flow that sets a local variable carrier_info. This variable is correctly populated within the Architect block. However, when the flow hands off to the associated Agent Script, the scripting API call to fetch {{carrier_info}} returns undefined. The script execution log shows a 400 Bad Request on the script variable resolution endpoint, indicating the context was lost during the transition.
We have verified that the SIP registration is stable and the carrier-specific quirks are handled in the outbound routing. The failover logic is also functioning correctly, so the trunk is not flapping. The problem seems isolated to the variable scope between the Architect flow and the Scripting API execution context. Is there a specific configuration in the BYOC trunk settings or the Architect flow that needs to be enabled to pass these custom variables to the script?
We are aware of the standard rate limits and have staggered our API calls, but this appears to be a scope issue rather than a throttling problem. The documentation mentions that variables set in the flow should be accessible in the script, but this behavior suggests otherwise for BYOC trunks. Any insights into how to maintain variable state across this boundary would be appreciated.
How I usually solve this is by checking if the script variable scope is set to call instead of session. BYOC metadata often drops when the flow crosses that boundary.
Make sure the carrier ID is captured in a call-level variable before the IVR handoff. It keeps the data alive for the agent workspace.
The root cause here is the default behavior of the Scripting API when handling cross-boundary transitions. While the suggestion above about using call scope is correct, there is a specific nuance with BYOC metadata that often gets missed in load scenarios. The metadata from SIP headers is typically injected into the session context initially. If you don’t explicitly copy it to a call scoped variable before the flow handoff, it gets garbage collected when the session context resets or transitions.
I hit this exact issue during a 200-concurrent-user test in Singapore. The fix is to add a simple “Set Variable” action immediately after the BYOC trigger but before the IVR script entry. Use the API to map the session variable to a call variable. See the documentation on variable lifecycles here: https://developer.genesys.cloud/architect/variables/lifecycle. It’s a small step but prevents the 503s we saw when the agent workspace tried to fetch missing data.
Check your bulk export job configuration for the specific metadata fields, as the scope persistence issue might actually be a symptom of how the BYOC trunk metadata is being mapped in the recording payload itself. While the call versus session scope debate is valid for real-time agent visibility, my experience with legal discovery requests suggests that if the metadata isn’t explicitly tagged in the initial SIP INVITE processing, it often gets stripped before it even reaches the script variable stage. In our APAC deployments, we found that the X-Carrier-ID header was being dropped during the STUN/TURN handshake in certain regions, causing the script variable to remain null regardless of scope settings. To verify this, run a quick diagnostic on the raw recording metadata using the Bulk Export API. Ensure you are requesting the sipHeaders array in your export job configuration. If the carrier ID is missing there, the script variable approach will fail consistently. Here is a sample payload structure for the export job that includes the necessary metadata fields:
If the headers are present in the export but missing in the agent workspace, then the scope issue is indeed the culprit. However, if they are missing from the export, focus on the SIP trunk configuration and ensure the carrier is pushing the correct headers. We also recommend adding a chain of custody audit trail to these exports to maintain compliance, especially when dealing with legal hold scenarios. This ensures that any metadata adjustments are logged and verifiable.
Why does this setting in the Scripting API seem to ignore variable persistence…
Check your Terraform resource dependencies for genesyscloud_script and genesyscloud_byoc_trunk. The metadata injection often fails if the trunk isn’t fully propagated before the script references it. Add a depends_on block to force correct execution order during deployment.