My current config is completely failing… we have a legacy outbound campaign running on Genesys Cloud EU1 region that was stable for three years. the campaign uses a simple architect flow with no complex logic. just dial and record. suddenly last tuesday the dial rate dropped to zero. the campaign status shows active but no calls are being placed. looking at the call logs in the analytics dashboard every attempt shows a failure with error code 500 internal server error. the error message in the system log says ‘dial attempt failed due to provisioning mismatch’. we did not change any sip trunk configurations. the byoc trunk is registered and healthy. i checked the queue settings and the skills are correct. the agents are logged in and available. the issue seems to be specific to the outbound campaign engine. when i try to manually trigger a call from the architect flow preview it works fine. but the automated campaign fails every time. we are using the default predictive dialer settings. the campaign has 100,000 contacts. the data import was successful. there are no duplicate numbers. the compliance settings are standard. i have tried recreating the campaign with the same flow and contact list but the problem persists. the error occurs before the call is even routed to the trunk. it seems like an internal validation failure. we need to understand what provisioning mismatch means in this context. is there a known issue with the outbound engine in eu1? our service level is critical and we are missing targets. please advise on how to debug this further. we cannot wait for support ticket resolution as it takes too long. any insights on the 500 error in outbound campaigns would be appreciated. thanks.
This is a standard integration handshake failure.
- Verify the Data Action payload isn’t exceeding the 30-second timeout.
- Check ServiceNow REST API logs for 500 errors matching the Genesys webhook ID.
- Ensure the
legal_holdflag isn’t blocking the outbound trigger in the mapping.