I’ve spent hours trying to figure out why our SIP trunk registrations are dropping with 408 Request Timeout errors exactly when our WFM schedule publishing job executes.
This issue has been recurring for the past three weeks, always on Mondays at 06:00 CT. Our workforce management process involves publishing schedules for over 1,200 agents, which triggers a significant spike in API calls to the Genesys Cloud platform. While the WFM team focuses on agent self-service and shift swaps, the underlying infrastructure seems to be struggling with the concurrent load. The SIP trunks connected to our PSTN gateway begin failing health checks at precisely 06:05 CT, five minutes after the publish job starts. The logs show a cascade of 408 timeouts on the /api/v2/telephony/providers/edgeproviders endpoint, followed by a complete loss of registration state for approximately 15 minutes. This timing coincides perfectly with the peak integration load when our Zendesk tickets are being bridged to available agents based on the newly published skills and shifts.
We have verified that the SIP trunk configuration remains static during this period, and no changes are being made to the edge providers or the network topology. The issue appears to be a resource contention problem within the Genesys Cloud platform itself, likely related to how the WFM publish job interacts with the telephony subsystem. Our monitoring tools indicate that the API latency spikes to over 5 seconds during this window, which exceeds the timeout threshold for our SIP keep-alive messages. We are currently working around this by staggering the WFM publish job, but this is not a sustainable solution as it delays agent availability for the start of the week. Has anyone else experienced similar SIP instability during high-volume WFM operations? We need to understand if there is a specific configuration or best practice to decouple these processes, or if this is a known platform limitation during peak scheduling hours.