SIP Trunk Analytics API returning 500 for BYOC latency metrics in APAC

General Discussion
1
  • GET /api/v2/analytics/trunks/realtime returns HTTP 500 Internal Server Error when filtering for trunks in the Singapore region.
  • The issue is isolated to BYOC trunks; standard Genesys Cloud trunks report latency metrics without issue.
  • Payload includes interval=PT1M and groupBy=[trunkId].
  • Error response body contains: { "code": "internal.server.error", "message": "Failed to aggregate SIP metrics for carrier-specific endpoints", "messageVariables": { "trunkId": "trunk_byoc_sg_01" } }
  • This started occurring after the last platform update in the Asia/Singapore timezone.
  • We have 15 BYOC trunks configured across multiple regions, and only the APAC trunks are affected.
  • The SDK version used is 2.1.4, and the service account has full analytics:read permissions.
  • Logs show the request reaches the server, but the aggregation engine fails to parse the SIP registration state for these specific carriers.
  • Is there a known bug with the analytics engine parsing SIP headers from certain BYOC providers in this region?
  • We need this data for our real-time failover dashboard, and the current outage is impacting our ability to monitor trunk health accurately.
2

It depends, but generally… BYOC aggregation has strict timeouts. The 500 error often hits when the interval is too granular for high-concurrency checks. Try increasing the interval to PT5M or PT15M. Also, ensure your JMeter script handles the Retry-After header if rate limits are involved.