Dealing with a very strange bug here with our outbound dialing setup. we are trying to sync agent availability from the workforce management module directly into the outbound campaign preview mode. the idea is that agents who are scheduled for ‘outbound’ work in the wfm calendar should automatically be eligible for the campaign preview list. however, when i trigger the sync via the api endpoint POST /api/v2/outbound/campaigns/{campaignId}/preview/sync, i get a 500 internal server error. the response body is empty, which is super frustrating. we are using genicloud version 2024.3.0. the wfm schedule is published correctly for the current week, and the agents have the correct ‘outbound’ skill assigned in their profiles. i have double checked the timezone settings, we are all set to america/chicago, so there is no drift there. the campaign is configured to use the ‘skill-based’ selection method. if i manually add the agents to the preview list, it works fine, so the issue is strictly with the automated sync logic. i have also tried clearing the cache and republishing the schedule, but the error persists. is there a known limitation with syncing wfm schedules to outbound preview lists? or is this a bug in the current api version? i need this to work for our weekly schedule publishing process, otherwise the agents are not getting previewed properly and we are missing our call targets. any help would be greatly appreciated. also, the logs in the architect flow do not show any specific error message, just a generic failure. i am not sure where to look next. thanks in advance for any insights.
Have you tried isolating the WFM integration from the outbound sync to check for race conditions? The 500 error often stems from the workforce management module attempting to poll trunk statistics while the campaign preview list is being serialized. Verify the API call sequence to ensure the availability data is fully committed before triggering the sync endpoint.
It depends, but generally…
Cause: The 500 Internal Server Error during POST /api/v2/outbound/campaigns/{campaignId}/preview/sync is likely caused by concurrent API calls exceeding the rate limit threshold for the Outbound module. The suggestion above mentions race conditions, which is valid, but in load testing scenarios, the primary issue is often the sheer volume of requests hitting the sync endpoint simultaneously. When WFM pushes availability data, it triggers a cascade of updates. If the JMeter script or automated tool does not respect the exponential backoff strategy, the server drops the connection with a 500 error. This is a common pattern when testing high-throughput integrations. The platform enforces strict limits on how many preview list updates can occur per second to protect the database from lock contention.
Solution: Implement a controlled throttle in your load testing configuration. Instead of firing the sync request for every agent availability change, batch the requests. Use JMeter to group agents into chunks of 50 and introduce a random delay between batches. Here is a sample JMeter BeanShell PreProcessor logic to enforce this:
import java.util.Random;
// Define batch size and delay
int batchSize = 50;
int minDelay = 1000; // 1 second
int maxDelay = 3000; // 3 seconds
Random random = new Random();
int delay = minDelay + random.nextInt(maxDelay - minDelay);
// Store delay in variable for Timer or Logic Controller
vars.putObject("syncDelay", delay);
// Check if current iteration is divisible by batch size
int currentIteration = Integer.parseInt(vars.get("JMeterThread.iteration"));
if (currentIteration % batchSize == 0) {
// Trigger sync only for batch leader
vars.put("triggerSync", "true");
} else {
vars.put("triggerSync", "false");
}
This approach reduces the API load and allows the WFM module to commit availability data before the sync endpoint is called. Monitor the response headers for X-RateLimit-Remaining to adjust the batch size dynamically.