Context:
We are managing 15 BYOC trunks across APAC regions, primarily Singapore and Tokyo. Recently, during peak hours (14:00-16:00 SGT), our primary carrier route fails, triggering the failover logic to the secondary trunk. The secondary trunk, however, consistently returns SIP 408 Request Timeout errors from the carrier side after approximately 20 seconds of inactivity. The primary trunk uses digest authentication, while the secondary uses IP-based trust. Both are configured with identical outbound routing policies in Genesys Cloud. We have verified that the secondary carrier’s SIP proxies are reachable via telnet on port 5060, and no firewall rules are blocking the traffic. The issue persists even after resetting the SIP registration state for the secondary trunk. We are using the latest Genesys Cloud platform version and have not made any recent changes to the trunk configurations.
Question:
Has anyone encountered similar SIP 408 timeouts specifically during failover events for BYOC trunks? We suspect there might be a mismatch in the SIP INVITE timeout settings or a carrier-specific quirk with the secondary provider. Are there any known workarounds or configuration adjustments in Genesys Cloud that can help mitigate this issue? Specifically, should we adjust the SIP timeout values or implement a retry mechanism within the outbound routing policy? Any insights or experiences with similar scenarios would be greatly appreciated.