Genesys Cloud - Developer Announcements!

Summary

An additional validation is being implemented at the API level to ensure consistency between the UI and API when setting alerting timeout values for voice calls in queue media settings.

Previously, the UI restricted acceptable alerting timeout values to between8 and 59 seconds, while the API allowed configuration up to 900 seconds. This update enforces stricter validation within the API to align with the UI’s behavior.

Related Public API Endpoints:

• POST /api/v2/routing/queues

• PUT /api/v2/routing/queues/{queueId}

Related Field:

• mediaSettings.call.alertingTimeout

When submitted with a new value, alertingTimeout will now be validated to ensure it falls within 8–59 seconds.

Requests attempting to set values outside this range will be rejected.

If a request includes an out-of-range value that matches the queue’s current configuration, it will still be accepted and treated as no change.

It is recommended to review all queues handling voice calls to confirm that the configured alerting timeoutvalues comply with the new acceptable range.

Effective Date

Monday, November 17, 2025

Customer Impact

Updating a queue with a new alertingTimeout value outside the 8–59 second range via API will result in a rejected request.

Requests containing the existing value (even if out of range) will be accepted as long as no change is made.

Administrators should manually review all queue configurations to ensure compliance. Non-conforming timeouts could cause unexpected behavior—such as calls disappearing from the UI or losing control over active conversations.

Impacted Resources

POST /api/v2/routing/queues

• Field: mediaSettings.call.alertingTimeout

PUT /api/v2/routing/queues/{queueId}

• Field: mediaSettings.call.alertingTimeout

Issue References

AS-3787

ACT-466

Contacts

Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.

Your post mentions "it falls within 8–59 seconds."
However, the current UI allows setting values between "7–59 seconds."

・Will the "7 seconds" setting become unavailable after the Effective Date?
・Several of our users have adopted values outside the "7–59 seconds" range.
　Will the timeout behavior for queues with settings other than "7–59 seconds" remain outside this range?

The Effective Date set for November 7 is too early.
We would like some time to explain this to our customers.

Regards,