Trying to understand why our SIP trunk registrations are failing with 408 Request Timeout errors immediately following the weekly WFM schedule publish process. We operate a hybrid contact center in Chicago (America/Chicago timezone) using Genesys Cloud Engage with a custom SIP integration for legacy PSTN fallback.
Our workflow involves publishing the schedule via the WFM API v2, which triggers a series of webhook events to update agent statuses and provisioning in our telephony layer. Approximately 15-20 minutes after the schedule goes live, we see a spike in 408 timeouts on the SIP REGISTER requests from our CUCM cluster to the Genesys Cloud SIP trunk. This correlates directly with the time when agents in the newly published shifts are logging in and attempting to register their softphones.
The error logs show:
SIP/2.0 408 Request Timeout
Via: SIP/2.0/TCP 192.168.10.5:5060;branch=z9hG4bK-12345
From: <sip:[email protected]>;tag=123456
To: <sip:[email protected]>;tag=789012
Call-ID: abc-def-ghi
CSeq: 1 REGISTER
Content-Length: 0
We have verified that the SIP trunk configuration remains unchanged during the publish window. The issue seems to stem from a concurrency limit or a race condition between the WFM schedule activation and the SIP registration processing queue. When we manually delay the agent logins by 5 minutes post-publish, the registrations succeed without error. This suggests a resource contention issue on the Genesys Cloud side during the initial burst of schedule-related updates.
Has anyone encountered similar timing dependencies between WFM schedule publishes and SIP trunk registration stability? Are there specific API rate limits or configuration adjustments for SIP trunk registration concurrency that we should be aware of? We need a reliable way to decouple these processes or adjust our publishing window to avoid impacting agent availability.