SIP Failover Metrics Missing in BYOC Trunk Analytics

General Discussion
1

I’ve spent hours trying to figure out why the trunk_failover_events metric is completely absent from the Genesys Cloud analytics dashboard for our Singapore BYOC trunks, despite successful SIP registration drops and carrier-side failovers being logged in the SIP traces. The outbound routing logic confirms the fallback path is active, yet the reporting module shows zero events for the last 72 hours. Why are BYOC failover events excluded from standard analytics while US trunks report them correctly?

2

You need to check if the BYOC trunk is tagged with the analytics:byoc capability in Admin, as this is often overlooked during migration from Zendesk’s simpler phone system settings. Missing this tag silences failover metrics entirely.

3

Check your Terraform state and the genesyscloud_routing_trunk_sip resource configuration. The analytics:byoc tag mentioned in the suggestion above is a UI-level indicator, but the actual metric ingestion depends on the enabled status of the specific analytics integration within the trunk definition in Genesys Cloud. If the trunk was provisioned via older provider versions or manual API calls without the explicit analytics scope, the backend might not be forwarding the SIP signaling events to the analytics pipeline, even if the failover logic works.

Here is the standard configuration block to ensure the trunk is correctly wired for analytics reporting. The analytics_enabled attribute (or its equivalent in your provider version) must be true. If this is missing, the 429/403 errors seen in other threads might also appear later when trying to query these metrics.

resource "genesyscloud_routing_trunk_sip" "sg_byoc_trunk" {
 name = "SG-BYOC-Primary"
 description = "Primary SIP Trunk for Singapore"
 
 # Ensure analytics integration is explicitly enabled
 analytics_enabled = true 
 
 # Verify the region matches the BYOC endpoint
 region = "ap-southeast-2"
 
 # Check if specific capabilities are required for failover logging
 capabilities = [
 "voice",
 "analytics" # Sometimes required explicitly in newer API versions
 ]

 # Ensure the user running the deployment has the correct scopes
 # Analytics:View and Analytics:Export are not enough for trunk config
}

Also, verify the integration user’s scopes. Analytics:View allows reading reports, but Trunk:Admin or Trunk:Update might be required to ensure the analytics binding persists after a terraform apply. If the trunk was recently migrated, check if the external_id or correlation_id maps correctly to the old Zendesk phone system settings, as mismatched IDs can break the historical data link.

  • Trunk analytics capabilities
  • Integration user scopes
  • Terraform provider version compatibility
  • BYOC region mapping