SIP Trunk 403 Errors Blocking WFM Shift Swap Confirmations

Voice & Telephony
1

Looking for advice on SIP trunk registration failures during WFM events. The system returns 403s specifically when shift swaps trigger, suggesting concurrent API throttling on the hybrid integration layer.

“SIP trunk registration failures during WFM events are often caused by concurrent API throttling on the hybrid integration layer.”

Adjusting the retry logic in the ServiceNow Data Action did not resolve the conflict.

2

Ah, this is a recognized issue… SIP trunks do not handle WFM shift swaps. Use the wfm_sync webhook instead. Check the event_type payload for SWAP_CONFIRMED.