Looking for advice on a persistent synchronization issue between our Workforce Management module and the underlying BYOC trunk configurations. We are managing 15 trunks across the APAC region, specifically utilizing Singapore-based carriers, and noticed that the trunk_metadata payload sent via the /v2/wfm/integrations/sync endpoint is consistently missing the failover_priority field for three specific trunks. This omission causes the WFM scheduling engine to incorrectly flag these resources as unavailable during peak load balancing calculations, resulting in a 422 Unprocessable Entity response when attempting to publish the shift plan. The error payload explicitly states validation failed: missing required carrier failover logic. I have verified that the SIP registration status is healthy and the outbound routing rules are correctly configured in the Admin console. The issue appears isolated to the data action mapping within the WFM integration setup, where the custom attribute carrier_failover_index is not being mapped to the expected schema field. Has anyone encountered similar schema mismatches when integrating custom BYOC attributes with the WFM API? We are using SDK version 2.4.1 and the latest stable release of the Genesys Cloud platform.
Check your BYOC trunk configuration in the Admin console. The missing failover_priority field often stems from a mismatch in the trunk metadata schema between the carrier provider and the WFM integration expectations. When publishing schedules, the WFM engine relies on this priority to determine availability windows. If it’s null, the sync fails silently for those specific trunks.
Verify that the trunk profile explicitly defines the failover sequence. You might need to update the trunk settings to include a default priority value if the carrier doesn’t push it natively. This usually resolves the payload gap without needing a full re-sync.
For a detailed walkthrough on mapping these fields, see KB-8921: Resolving BYOC Trunk Metadata Sync Errors. It covers how to manually inject missing metadata fields during the initial sync process. We’ve seen this fix the issue in other multi-region setups quickly.
This looks like a permissions gap in the BYOC configuration rather than a timing issue. The WFM publish succeeds, but the telephony service lacks the specific scope to…
- Verify the
Telephony: Trunk: Readpermission on the integration user. - Check if the specific trunks are excluded from the WFM resource group.
- Review the audit log for the exact scope denial during the sync window.