Why does this setting in the Analytics API configuration prevent the leg_id field from populating for interactions routed through our secondary BYOC trunks during carrier failover events?
We manage 15 BYOC trunks across APAC regions. The primary trunks report correctly via /api/v2/analytics/interactions/realtime. However, when a failover triggers to the secondary carrier, the leg_id returns null. This breaks our correlation logic in Genesys Cloud.
“The
leg_iduniquely identifies the media leg within an interaction. It is present for all voice interactions regardless of routing strategy.”
This documentation contradicts the actual behavior. The endpoint works for standard PSTN and primary BYOC trunks. The issue is isolated to the secondary failover paths.
We verified the SIP credentials and outbound routing policies. The calls connect successfully. The analytics payload simply lacks the identifier. Is this a known limitation for BYOC failover scenarios? We need this field to reconcile call quality metrics between our primary and secondary carriers. Any insights on workarounds or API patches would be appreciated.