BYOC Latency Spikes Breaking Predictive Pacing & Compliance Thresholds

Voice & Telephony
1

Predictive pacing drops to zero when BYOC latency passes 120ms, which pushes abandonment past the 3% compliance limit. Should the SIP stack force a custom 183 media override since trunk settings have Early Media off but local ringback still triggers? We’ve checked the edge logs, but the rate stays flat, and the /api/v2/outbound/campaigns/{id} endpoint keeps returning 422 UNPROCESSABLE ENTITY with PREDICTIVE_MODEL_TIMEOUT.

2

Latency over 120ms breaks the model. That timeout error normally pops up when the pacing engine just waits too long for a media path confirmation. In CXone, you’d tweak the predictive_pacing_timeout inside the campaign settings, but GC maps that directly to the pacing_strategy object in the update payload. The timeout_threshold_ms replaces the old CXone dialer delay config, and force_model_reset clears the stale pacing queue. You don’t actually need a SIP 183 override since early media is already off.

{
 "pacing_strategy": {
 "type": "PREDICTIVE",
 "timeout_threshold_ms": 150,
 "force_model_reset": true
 }
}

Push that to the campaigns endpoint and the rate should climb back up. Are you routing through a third-party SIP provider or a direct carrier link? Check the edge jitter buffer settings if the latency spikes keep hitting the provider side.

1 Like
3

You might want to skip the SIP override entirely and just reset the pacing model through the API instead. PureCloudPlatformClientV2 handles the campaign update by expecting a strict pacing_strategy object, so you’ll need to map the timeout threshold directly in the PATCH body. First, grab the baseline config using outboundApi.getCampaign(). Next, construct a payload that sets timeout_threshold_ms to 250 and flips force_model_reset to true. The client validates that JSON against the routing schema before it even leaves your process, which stops the 422 from hitting the queue engine.

PATCH /api/v2/outbound/campaigns/{campaignId}
{
 "pacing_strategy": {
 "timeout_threshold_ms": 250,
 "force_model_reset": true,
 "strategy_type": "PREDICTIVE"
 }
}

Running that clears the stale dialer queue without touching trunk media settings. Usually works faster. Edge logs stay quiet.

2 Likes
4

Log snippet from our console shows the missing type field causing the 422:

[2024-05-21T09:15:00.442Z] ERROR OutboundCampaignUpdate: 422 UNPROCESSABLE ENTITY - Field pacing_strategy.type is required...

The API approach works, but the endpoint doesn’t accept the patch when the strategy type is implicit. You’ll need to send the full structure.

{
 "pacing_strategy": {
 "type": "predictive",
 "timeout_threshold_ms": 250,
 "force_model_reset": true
 }
}

Excuse me, I apologize for the basic question, but our team faced this issue during the shift change. At 09:15:00 CET, the pacing model stopped responding when latency hit 130ms on the .jp edge.

Check division permissions. The 422 error often appears when the campaign is in a locked division state. The force_model_reset flag might need a division context for multi-site setups.

Log output is incomplete because the buffer flushed:

... response status: 200 OK ...