quick question about SIP REFER handling in architect. getting 487 Request Terminated on the re-INVITE which kills the data action flow to servicenow. payload never reaches the incident table so no screen pop happens. is this a media server timeout or a config issue on the outbound SIP trunk?
Take a look at at the REFER timeout configuration. A 487 often means the target system rejects the request before the media server can handle it. Adjusting the payload structure helps prevent premature termination. Try this config:
{
"timeout": 5000,
"retry": false
}The simplest way to resolve this is to validate the SIP trunk timeout settings against the Genesys Cloud performance dashboard metrics, ensuring the media server does not drop the session before ServiceNow processes the re-INVITE.
- SIP trunk latency
- Media server session limits
- ServiceNow incident creation time
How I usually solve this is by ensuring the JMeter load test pauses between REFER requests to respect the API rate limits, preventing the media server from dropping the session due to throughput overload.
Warning: Ignoring the Retry-After header during high-concurrency tests causes immediate IP-level throttling.