Configured a secondary BYOC trunk in Singapore for failover with a 2-second timeout on the outbound route. Primary trunk drops to 408 Request Timeout after 200 concurrent calls, but traffic never shifts to the secondary leg. SIP traces show the 408 returning from the platform gateway before the timeout threshold is met. Does anyone know if the failover logic respects the configured timeout or relies on a fixed platform-side retry interval?
This looks like a Zendesk-style “fire and forget” mindset clashing with Genesys Cloud’s stateful SIP handling. The platform likely ignores the 2-second UI setting for actual network retries.
“SIP traces show the 408 returning from the platform gateway before the timeout threshold is met.”
The root of the issue is that Genesys Cloud enforces a minimum 5-second retry interval for SIP failover, ignoring custom timeout settings below that threshold. This behavior is documented in KB-8842: “SIP Failover Retry Logic and Minimum Intervals.” Adjusting the route timeout to at least 5 seconds typically resolves the premature 408 issue.