Limitations - Genesys Cloud CX API event delivery

Known limitations for Verint recording solution for Genesys Cloud CX (SBC or AudioHook) that use Webhooks and Genesys Cloud CX API for event delivery. A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Interruptions in event delivery and recording synchronization

During Genesys Cloud scaling events, existing webhook connections may be dropped. This can result in interruptions in CTI event delivery and recording synchronization.

Impact: Voice recordings are not lost. However, CTI metadata for calls during the webhook outage may be missing or incomplete, which can affect search, reporting, and interaction association.
Cause: Genesys Cloud performs auto-scaling to adjust resources during changes in demand. These scaling events can terminate active webhook connections. Until the Verint recorder successfully reconnects, CTI tagging and event delivery will experience gaps.
Workaround: For improved reliability, consider using Amazon EventBridge instead of direct webhook connections.