Stuck on integrating our 15 BYOC trunks in AP-Southeast-1 with Workforce Engagement Management (WEM) for skill-based routing. The goal is to align agent availability with carrier failover logic, but the Platform API is rejecting the configuration.
When attempting to link the BYOC edge instances to specific WEM queues via the /api/v2/wem/integrations/genesyscloud endpoint, the response is consistently HTTP 422 Unprocessable Entity. The error payload indicates a mismatch in the external_id schema, specifically citing that the BYOC trunk identifiers do not conform to the expected UUID format required for WEM resource mapping.
Our environment details:
- Region: AP-Southeast-1
- BYOC Trunks: 15 (Carrier A and B for failover)
- SDK: Genesys Cloud 2.0.14
- Architect Version: 14.2.1
The issue appears to stem from how the BYOC edge IDs are exposed versus how WEM expects them. The BYOC edges return alphanumeric strings like byoc-edge-apse1-01, but WEM seems to require the internal UUIDs used in the telephony provider configuration.
Here is the payload structure we are sending:
{
"integration_type": "genesys_cloud",
"configuration": {
"resource_mappings": [
{
"source_type": "byoc_trunk",
"source_id": "byoc-edge-apse1-01",
"target_queue_id": "queue-uuid-12345",
"routing_strategy": "longest_idle_agent"
}
]
}
}
The error message states: Field 'source_id' must be a valid UUID. We have verified that the trunk credentials and SIP registration are stable, so this is purely a metadata mapping issue.
Is there a specific API endpoint to resolve the BYOC edge ID to its internal UUID before sending it to WEM? Or is there a workaround to map the alphanumeric edge names directly? We need this resolved to ensure that when carrier failover triggers, the WEM system correctly adjusts the available agent pool for those specific queues. Any insights on the correct identifier format or a missing step in the integration setup would be appreciated.