Has anyone figured out why the Outbound Campaign API is rejecting our scheduled call attempts with a 400 Bad Request when the time falls strictly within the agent’s published WFM shift?
We are managing a high-volume outbound team in Chicago (America/Chicago timezone). The workflow involves publishing weekly schedules via the WFM module on Fridays, which sets the available hours for each agent. We then use the Outbound Campaign API to define call schedules that align perfectly with these shifts.
However, starting last week, we see a spike in 400 errors when the system attempts to queue calls for agents who are technically ‘Available’ in WFM. The error message states: ScheduleConflict: Agent is not available for outbound dialing at this time. This is confusing because the WFM status shows them as Scheduled and Available.
We have verified that:
- The agent’s WFM shift does not have any
UnavailableorIn-Trainingstatuses overlapping the call time. - The Outbound Campaign settings have
Use WFM Availabilityenabled. - There are no manual overrides in the WFM calendar for these specific agents.
- The timezone configuration in both WFM and Outbound is set to
America/Chicago.
Interestingly, this issue seems to correlate with shift swaps. When an agent swaps a shift with a colleague from a different skill group, the WFM update propagates correctly to the adherence dashboard, but the Outbound system seems to cache the old availability or fail to recognize the new shift owner’s permissions for outbound dialing.
We are using Genesys Cloud Platform version 2023-12. Has anyone encountered this latency or synchronization issue between WFM shift swaps and Outbound campaign scheduling? Is there a specific API call to refresh the outbound availability cache, or should we be looking at a different configuration setting?