Hi,
We have been monitoring the heartbeat message of notification channels to make sure the listening channels are working fine. What we have noticed is, we didn't get the heartbeat for the channels for some time. it is happening in the region for example, in the Mumbai region it disconnects at one time, and in the Americas, it disconnects at another time in a single day. It has happened 3 times since we implemented the heartbeat monitoring in our listening channels. The days are,
2023/09/01
2023/09/26
2023/10/06
It will be helpful if we know the reason for the disconnects to take necessary actions based on the reason.
Please open a case with Genesys Cloud Customer Care to investigate.
We cannot investigate such issues via the forum as it requires access to privileged customer data.
Jerome is correct that you'll need to open a case with Care for further troubleshooting from the Genesys side, but please also engage your IT networking team to investigate networking issues from your side. As there is not an ongoing platform outage, it is most likely a networking issue somewhere between your application and the point of ingress from the public internet into Genesys' (AWS') private network.
Keep in mind that WebSockets, as a technology, are not expected to be a high availability transport; the Genesys WebSocket service is, but the transport between Genesys and your app is not. All applications making WebSocket connections are expected to monitor for disconnection and missing heartbeats and should self-heal automatically by re-establishing the WebSocket connection as interruptions in the connection are an expected part of the technology.
If you require high-reliability notifications, you should use the Event Bridge integration.