Is it possible to configure a fallback mechanism for SIP trunk registration when the ServiceNow integration endpoint times out?
The current architecture relies on a webhook triggered by telephony.sip.registration.failed. This event fires when the SIP trunk cannot register with the Genesys Cloud telephony provider. The subsequent Data Action attempts to create a high-priority incident in ServiceNow. However, the ServiceNow instance is currently experiencing latency, causing the webhook payload to return a 408 Request Timeout consistently.
This timeout prevents the incident from being created, leaving the SIP trunk in a failed state without alerting the NOC team. The Architect flow is set to retry the webhook three times with exponential backoff, but the latency exceeds the maximum timeout threshold.
The environment is running Genesys Cloud 2024-03 GA. The ServiceNow REST API endpoint is secured via OAuth 2.0. The webhook payload includes the trunk_id, error_code, and timestamp.
Has anyone implemented a queueing mechanism or dead-letter queue for failed webhook deliveries in this specific telephony context? The goal is to ensure incident creation even when the downstream ServiceNow API is unresponsive.