Having some issues getting my configuration to work… the outbound campaign state flips to PAUSED via the /api/v2/outbound/campaigns/{campaignId} endpoint exactly when our WFM schedule publishes on Monday at 06:00 CT. The call_abandon_rate metric spikes to 0.95 in the logs, suggesting the dialer is rejecting calls because agent capacity is technically zero during the transition. Is there a known conflict between the wfm schedule publish API and the outbound dialing engine that forces a hard pause?
The documentation actually says… outbound campaigns respect WFM capacity checks by default. When the schedule publishes, the system recalculates available agents. If the window is tight, the dialer sees zero capacity and pauses to prevent violations.
Force the campaign to ignore WFM constraints during the transition window using the use_wfm_data flag in the campaign definition. Set it to false for the specific time block or resource group.
resource "genesyscloud_outbound_campaign" "auto_dialer" {
name = "Priority_Outbound"
type = "PREDICTIVE"
use_wfm_data = false # Bypasses WFM capacity checks
# Optional: Define specific hours if global bypass is too risky
# scheduling {
# enabled = true
# timezone = "America/Chicago"
# }
}
Verify the call_abandon_rate threshold in the dialer settings. A spike to 0.95 indicates aggressive pruning. Lower the max_abandon_rate to 0.08 if the pause persists. This usually resolves the Monday 06:00 CT conflict without manual intervention.