Stuck on SIP Trunk Registration Failure After WFM API Update

Voice & Telephony
1
  • Stuck on a weird integration issue where our SIP trunks drop registrations immediately after the WFM API pushes new schedule constraints.
  • Environment: Genesys Cloud (US-East-1), NICE CXone (Chicago Region), WFM API v2024.02.0.
  • The error is a 403 Forbidden when the schedule publish webhook triggers a bulk update to agent states.
  • We see SIP_REGISTRATION_FAILED in the telephony logs with a timestamp exactly matching the schedule publish completion time.
  • The payload sent to the WFM API includes agent_id, shift_start, and shift_end, but the downstream telephony service seems to reject the concurrent state change.
  • This only happens for agents with complex shift swaps approved within the last 24 hours.
  • Standard shifts publish without issue, but any agent with a SWAP status in the WFM module causes their SIP endpoint to deregister.
  • We have verified the SIP credentials are valid and the trunk is healthy outside of these publish windows.
  • Is there a known rate-limiting or locking behavior between the WFM scheduling engine and the Telephony Provisioning API?
  • Need to know if we should add a delay in our webhook handler or if this is a bug in the current release.
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