I’m trying to figure out why the outbound dialer ignores our published wfm schedule for the chicago team. the api returns 200 but agents stay idle. no error logs in architect. using cloud version 2023-11.
As far as I remember, the issue might not be with the WFM schedule itself but with how the outbound campaign is configured to respect those availability windows. In my recent load tests, I noticed that if the campaign’s scheduleId isn’t explicitly linked to the correct user group or if the scheduleType is set to manual instead of wfm, the system defaults to 24/7 availability regardless of the published shifts. Check the campaign configuration JSON via the API to ensure the scheduleId matches the WFM schedule ID exactly. Also, verify that the agents’ user profiles have the correct wfmScheduleId assigned. Sometimes, even if the API returns 200, the propagation delay between WFM and Outbound services can cause a temporary mismatch. Try forcing a sync by updating a minor field in the campaign settings to trigger a refresh. This usually resolves idle agent issues during peak hours.
make sure you verify the genesyscloud_outbound_campaign resource in your terraform state. the previous suggestion about scheduleType is correct but often the issue is the missing reference to the schedule group id.
resource "genesyscloud_outbound_campaign" "chicago_outbound" {
name = "chicago_campaign"
schedule_type = "wfm"
schedule_id = genesyscloud_wfm_schedule.chicago.id # critical link
}
without this explicit schedule_id, the campaign falls back to default availability. also check if the wfm schedule is actually published and not just saved as a draft. the api returns 200 for draft schedules which can be misleading. run genesyscloud wfm schedule get via cli to confirm the status is published. if the status is draft, the outbound dialer will ignore it completely. this is a common trap in automated deployments where the wfm module applies before the schedule publish action triggers.