Just noticed that our automated quality management pipeline is failing to assign survey templates to calls originating from our AP-Southeast-1 BYOC trunks. The issue manifests specifically when attempting to push quality survey configurations via the WFM API for agents handling traffic on these specific SIP endpoints.
We are managing 15 BYOC trunks across the region, and while the telephony provisioning and inbound routing are stable, the quality assurance integration is breaking. The goal is to automatically trigger post-call surveys for 20% of calls handled by agents associated with these trunks. However, the API returns a 422 Unprocessable Entity error when the request payload includes the telephony_provider_id for any of the BYOC providers.
The error response indicates a validation failure on the survey_assignment object, specifically citing an invalid relationship between the quality template and the telephony provider context. This is perplexing because the same templates work flawlessly for calls routed through Genesys-managed trunks.
{
"message": "Validation failed for one or more fields.",
"details": [
{
"message": "Telephony provider ID 'byoc-trunk-sg-01' is not supported for survey assignment.",
"code": "UNSUPPORTED_PROVIDER_TYPE"
}
]
}
We have verified that the BYOC trunks are fully registered and active. The SIP credentials are correct, and call detail records are flowing correctly into the analytics engine. The issue seems isolated to the WFM quality module’s ability to recognize BYOC trunks as valid targets for survey assignment.
Has anyone successfully configured automated survey assignments for BYOC trunks in AP-Southeast-1? Is there a specific configuration flag or workaround required to expose these trunks to the quality management engine? We are currently unable to automate QA for this segment of our traffic, which is a significant operational gap.