No idea why this is happening, the outbound campaign completion event is consistently failing to trigger the designated post-call disposition flow in our EU1 environment. The issue appears isolated to campaigns utilizing the predictive dialer mode, while progressive campaigns proceed without incident.
The Architect flow designed to handle the campaign_call_completed event is throwing a generic execution error, preventing the automatic update of the contact record status in the CRM integration. This disruption is causing a backlog in our quality assurance workflows, as agents are manually updating dispositions that should be automated.
Error Code: 500 Internal Server Error
Message: Unable to execute flow node ‘Post-Call Processing’. The requested resource is temporarily unavailable.
The flow itself has been validated and contains no syntax errors. The CRM integration endpoint is returning 200 OK codes when tested independently. The discrepancy suggests a potential timeout or data serialization issue when the dialer attempts to pass the call details to the flow engine.
Given the volume of calls processed during peak hours in the Paris timezone, could there be a rate-limiting factor affecting the event bus? Any insights into configuring timeout thresholds for outbound events would be appreciated.
Have you tried adding a small delay in the JMeter script before triggering the next event? The predictive dialer generates high throughput, which might be hitting API rate limits. Check the response headers for 429s.
I’d suggest checking out at the specific error payload returned by the Architect engine when the predictive dialer completes the call. The issue likely stems from how the campaign_call_completed event is processed under high concurrency, rather than simple API rate limiting. When managing high-volume outbound trunks, the SIP signaling state often lags behind the application layer completion status. If the flow attempts to update the contact record before the trunk registration state stabilizes or before the final CDR is fully committed to the analytics database, it triggers a silent data integrity check failure. This is particularly common with BYOC configurations where carrier-specific delay timers differ from the default Genesys Cloud assumptions. Check the flow execution logs for any references to SIP_STATE_MISMATCH or DATA_CONFLICT. Adding a conditional wait block that verifies the trunk status is ACTIVE before proceeding with the CRM update usually resolves these race conditions without needing to artificially throttle the dialer throughput.
The documentation actually says… that predictive dialer completion events often arrive before the SIP session state fully resolves. This timing mismatch causes the Architect engine to attempt record updates against incomplete data structures, resulting in the generic execution error observed.
Cause:
The campaign_call_completed webhook payload lacks final disposition metadata because the predictive dialer’s high-concurrency model decouples the call leg termination from the application-level wrap-up. The flow tries to map null values to ServiceNow fields via Data Actions, triggering a schema validation failure.
Solution:
Insert a Data Action delay or a conditional check for disposition_status equality before the ServiceNow REST API call. Ensure the ServiceNow integration token has explicit Recording:View and Contact:Update scopes. Additionally, verify the MID server is configured to handle the EU1 latency. Use this JSON structure for the conditional check:
Cause:
The predictive dialer fires the event before the WFM schedule adherence data fully syncs, causing the CR update to fail on missing context.
Solution:
Insert a 2-second wait after the campaign_call_completed trigger. This allows the background task to finish processing the shift swap metadata before the record update executes.