Hi all, genesyscloud-java-sdk handles the event stream fine until the external call drops, so let me walk through exactly how we’re structuring this. Step one involves our Spring Boot service subscribing to the interaction event stream and catching the interaction.created payload. We’re essentially listening for that initial handshake before any routing logic kicks in.
genesyscloud-java-sdk then moves us into step two, where we parse the customerId field and fire a RestTemplate GET to our loyalty endpoint. The reasoning here is straightforward: if the response comes back with tier: "PLATINUM" and points > 5000, our config file maps that directly to skill: "priority-support". We’re just validating the customer tier before touching the routing engine.
genesyscloud-java-sdk proceeds to step three, which is where we attempt to update the routing criteria for the interaction. Honestly, it’s a mess when the external call drags, because we’re trying to sync external loyalty data with internal queue assignments in real time.
genesyscloud-java-sdk brings us to step four, which covers the timeout handling. When the loyalty API hangs past 3 seconds, the fallback logic triggers, but the SDK throws a 409 Conflict on the routing update because the interaction state already shifted to queued. The system is essentially telling us we’re trying to modify an interaction that’s already been claimed by the queue manager.
genesyscloud-java-sdk exposes the exact mapping block that breaks: routingService.updateRoutingCriteria(interactionId, new Criteria().queueId(defaultQueue).priority(1)). The thread blocks on the initial update, then the retry logic fires a duplicate payload. We’ve tried adding RetryPolicy with exponential backoff, but the interaction API keeps rejecting the second call. The second update just hangs and the queue assignment never fires, leaving us stuck in a retry loop that the SDK doesn’t gracefully handle.