Hi all,
We are encountering a persistent issue with our outbound dialing campaign using Genesys Cloud Architect. The campaign is configured to use a standard dialing pattern, but a significant portion of calls (approx. 15-20%) are immediately terminating with a ‘Blocked’ status before any agent interaction occurs.
Upon reviewing the conversation detail views in the Performance dashboard, I notice these specific calls show a 423 Forbidden HTTP error in the interaction logs. The error message indicates that the number has been flagged for compliance reasons, yet these numbers are part of our verified opt-in list and have been scrubbed against the DNC registry.
I have checked the following:
- The Architect flow does not contain any explicit conditional logic that would reject these calls based on DNR or DNC status.
- The campaign settings have ‘Skip DNC’ and ‘Skip DNR’ enabled.
- The time zone settings for the campaign are correctly set to Europe/Paris to align with our business hours.
Interestingly, these 423 errors are not consistent across all agents. Some agents see a higher rate of these blocks compared to others, which suggests there might be a routing or session-based issue rather than a global list problem. I have also verified that the agent skills and wrap-up codes are correctly mapped in the performance views, so this is not a reporting artifact.
Could this be related to a recent update in the compliance engine or a misconfiguration in the outbound dialer settings? I have tried resetting the campaign and re-importing the contact list, but the issue persists. Any insights into what might trigger a 423 error in this context would be appreciated.
Thanks.