Genesys Cloud - Main

Hi There,

We have setup authenticated messenger. We had issues intermittently and identified that our IDP was taking almost 9+ seconds to respond with tokens in exchange for authcode (step 8 in the image). Genesys responds with the gateway timeout error to the client in such instance. What is the timeout duration setup in Genesys and how do we customize it according to our needs?

#ArchitectureandDesign
#DigitalChannels
#Implementation
#PlatformAdministration
#SystemAdministration

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Rizwan Khan
Tata Consultancy Services Ltd
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Hi,

Unfortunately, this is not configurable.
All public requests are capped to 9s max.

If you provide us a contextId, we can try to identify if a specific operation is involved (internal or external).
Exchanging code has different steps (like retrieving the discovery document before the code exchange itself) as well as internal operations.

Alternatively, you may want to open a ticket with your provider to work on this issue.
Lengthy response time do not provide the best user experience.

Hope this helps,

Regards,
V.P.

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Vincent Pirat
Genesys - Employees
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Hi Vincent,

The delay is from our IDP side not from Genesys side. While we are trying to reduce the response time we also wanted to explore the options to increase the timeout period on Genesys side to accommodate the delay from IDP. I agree that this will not provide a good user experience, but it is better to have messenger a bit late than not having it because of this timeout.

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Rizwan Khan
Tata Consultancy Services Ltd
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Original Message:
Sent: 06-19-2024 06:41
From: Vincent Pirat
Subject: Timeout setting in /api/v2/webdeployments/token/oauthcodegrantjwtexchange

Hi,

Unfortunately, this is not configurable.
All public requests are capped to 9s max.

If you provide us a contextId, we can try to identify if a specific operation is involved (internal or external).
Exchanging code has different steps (like retrieving the discovery document before the code exchange itself) as well as internal operations.

Alternatively, you may want to open a ticket with your provider to work on this issue.
Lengthy response time do not provide the best user experience.

Hope this helps,

Regards,
V.P.

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Vincent Pirat
Genesys - Employees
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Hi,

There is no configuration available on UI admin side.
I would advise to open a ticket with CARE so that we can investigate this and check which particular request is involved.
Do specify Web Messaging Authentication and add this post in reference in the ticket.

Best regards,

V.P.

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Vincent Pirat
Genesys - Employees
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Original Message:
Sent: 06-20-2024 03:32
From: Rizwan Khan
Subject: Timeout setting in /api/v2/webdeployments/token/oauthcodegrantjwtexchange

Hi Vincent,

The delay is from our IDP side not from Genesys side. While we are trying to reduce the response time we also wanted to explore the options to increase the timeout period on Genesys side to accommodate the delay from IDP. I agree that this will not provide a good user experience, but it is better to have messenger a bit late than not having it because of this timeout.

------------------------------
Rizwan Khan
Tata Consultancy Services Ltd
------------------------------


Original Message:
Sent: 06-19-2024 06:41
From: Vincent Pirat
Subject: Timeout setting in /api/v2/webdeployments/token/oauthcodegrantjwtexchange

Hi,

Unfortunately, this is not configurable.
All public requests are capped to 9s max.

If you provide us a contextId, we can try to identify if a specific operation is involved (internal or external).
Exchanging code has different steps (like retrieving the discovery document before the code exchange itself) as well as internal operations.

Alternatively, you may want to open a ticket with your provider to work on this issue.
Lengthy response time do not provide the best user experience.

Hope this helps,

Regards,
V.P.

------------------------------
Vincent Pirat
Genesys - Employees