- Encountering a persistent integration failure when publishing the weekly schedule for the Chicago workforce (America/Chicago timezone) via the Genesys Cloud WFM module.
- The specific issue occurs when the
POST /api/v2/wfm/scheduling/schedules/{scheduleId}/publishendpoint triggers a downstream webhook to our BYOC trunk registration service. - While the WFM API initially returns a
200 OK, the subsequent HTTP request task in Architect times out after exactly 30 seconds, resulting in a504 Gateway Timeoutfor the external system. - Our BYOC provider requires approximately 45 seconds to validate and register the new agent availability states derived from the published schedule.
- The Architect flow is configured with the default timeout settings, which appears to be the bottleneck preventing successful trunk registration for agents involved in shift swaps.
- Error logs in the BYOC provider’s dashboard show
Connection Reset by Peerat the 30-second mark, coinciding with the Architect flow termination. - We have verified that the schedule data itself is valid and that agent preferences for shift trades are correctly processed before the publish event.
- The problem is isolated to the weekly publish event; ad-hoc schedule adjustments do not trigger this specific webhook timeout.
- Attempted to increase the timeout in the Architect HTTP request task, but the UI restricts the maximum value to 30 seconds for standard flows.
- Looking for a workaround to extend the timeout duration or an alternative method to trigger the BYOC registration asynchronously after the schedule publish completes.
- Current environment: Genesys Cloud Private Cloud v2023.4, Architect version 2.1, BYOC trunk using SIP trunking protocol.
- This issue is blocking the accurate reflection of agent availability in the IVR routing logic, leading to increased abandoned calls during shift transition periods.
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