Anyone know why the trunk health endpoint is failing with a server error for our specific BYOC configuration?
We are managing 15 BYOC trunks across the APAC region, primarily utilizing Genesys Cloud and NICE CXone hybrid setups. Recently, while automating our failover logic scripts using the Platform API, the endpoint GET /api/v2/telephony/providers/edges/trunks/{trunkId}/health started returning HTTP 500 Internal Server Error for three specific trunks linked to our Singapore carrier. The other 12 trunks in Japan and Australia report status OK without issue.
The request headers include valid Authorization: Bearer <token> and Accept: application/json. The error response body is minimal:
{
"message": "Internal Server Error",
"code": 500,
"status": "INTERNAL_SERVER_ERROR"
}
This is occurring on Genesys Cloud v2024.1 (latest stable). The trunks themselves are registered and active, as verified via the admin portal. SIP registrations show 200 OK from the carrier side. However, the API layer seems to crash when attempting to fetch the detailed health metrics for these specific Singapore-based trunks.
We have tried:
- Regenerating API tokens.
- Restarting the SIP edge nodes associated with these trunks.
- Checking the carrier firewall logs for blocked API callbacks (none found).
Given the verbose nature of the error, it seems like a backend parsing issue when the API attempts to correlate the carrier-specific SIP headers with the internal health check schema. Is this a known issue with the analytics_reporting module when dealing with specific carrier codecs or failover states in the Singapore region? Any insights into the internal validation logic that might be triggering this 500 would be appreciated.