How do I correctly to ensure that outbound campaign metrics in Genesys Cloud accurately reflect call attempts when our AP-Southeast-1 BYOC trunks experience carrier-level failover?
We are managing 15 BYOC trunks, and the regional carrier in Singapore has been dropping registrations intermittently. The failover logic routes these outbound attempts to our backup trunks in US-East-1. While the calls connect, the analytics dashboard reports a discrepancy. The attempted metric counts the initial routing attempt, but the connected metric often fails to associate with the original campaign ID once the call traverses the cross-region failover path.
Specifically, when querying POST /api/v2/analytics/outbound/queries with a date range covering the failover window, the disposition field returns unknown for roughly 15% of the calls that were successfully bridged via the backup trunks. The call_type remains outbound, but the trunk_id in the raw data shifts from the primary AP-Southeast-1 trunk to the US-East-1 backup.
Is there a specific configuration in the Outbound Campaign settings or the Architect flow that needs to be adjusted to maintain context across the failover boundary? We are using v2.0 of the Analytics API and the latest Genesys Cloud release. The current behavior makes it difficult to calculate accurate agent utilization and campaign ROI for this region.