Outbound Campaign Fails to Initiate Calls After Zendesk Migration

General Discussion
1

So I’m seeing a very odd bug with our outbound dialing configuration. We just finished migrating our contact center from Zendesk to Genesys Cloud, and while the inbound queues are handling traffic fine, the outbound campaigns are completely silent. The campaign status shows “Ready,” but no calls are being placed.

In Zendesk, we used to rely on a simple list import and a basic trigger to start dialing. Here, the architecture feels much more complex. We are using the Architect flow to handle the outbound logic, but it seems to be failing at the very first step. The error log in the campaign dashboard shows a generic CAMPAIGN_ERROR: INVALID_CONTACT_FORMAT, which is incredibly vague.

I have mapped our Zendesk ticket fields to Genesys interactions, but I suspect the issue lies in how the contact center is parsing the phone numbers from the imported CSV. The numbers are in E.164 format, which should be correct, but the system seems to reject them.

Here is the relevant snippet from our Architect flow configuration:

outbound_flow:
 name: "Zendesk_Migration_Outbound"
 trigger: "Campaign Start"
 steps:
 - type: "Get Contact"
 source: "Campaign"
 fields:
 - "phone_number"
 - "email"
 - type: "Make Call"
 destination: "{{phone_number}}"
 timeout: 30

The Get Contact step seems to execute without errors, but the Make Call step fails immediately. I’ve checked the BYOC trunk status, and it is active. Is there a specific format requirement for the phone number field that differs from standard E.164? Or is this a common issue when migrating from Zendesk’s simpler data model? Any help would be appreciated. I am trying to avoid going back to Zendesk for this part of the workflow.

2

Have you tried validating the contact list schema in your deployment pipeline? The outbound engine requires specific field mappings that differ from Zendesk exports. Check your genesyscloud_outbound_contactlist resource in Terraform. Ensure contact_uri is correctly mapped to the phone number field. Also, verify the genesyscloud_outbound_campaign resource. The wrap_up_code and call_disposition fields must match existing definitions in the target environment. If these are missing, the campaign will show “Ready” but drop calls immediately. Run a genesyscloud_outbound contact list validate via CLI to catch schema mismatches early. A common fix is adding a pre-deployment script that normalizes the CSV headers before importing. This prevents silent failures during campaign initiation.