trying to get a basic predictive campaign running for the east coast team. everything looks fine in the admin ui. dialer ratio set to 1.2, list uploaded, call flow points to a standard ivr. hit start and the button just spins for a minute before dropping a red banner.
{"code":"invalid_request","message":"Campaign predictive dialing cannot start. Agent presence sync mismatch detected."}
checked the teams admin center. all the agents show as available. sbc health dashboard is green. ran a quick powershell check on the user provisioning and the gc user ids match the teams sip addresses. presence sync is supposedly enabled in the integrations tab but the outbound queue keeps showing zero available agents.
flipped over to architect. the call flow just does a simple route to queue. no fancy logic. added a debug step and it logs agent_availability: false right before dropping the call. tried clearing cache, relogging in teams, even bounced the sbc just to be sure. doing jack all.
is there a specific timeout or cache setting in the outbound ui that i’m missing? the sync delay looks to be pushing past 90 seconds which is way too long for predictive mode. left the campaign running in manual mode for a bit. calls go through fine. mic stays hot on the teams client but gc outbound thinks everyone’s offline.
2024-05-14T14:22:01.043Z [WARN] Outbound.Dialer: Presence mismatch for user 8f3a2b1c-9d4e-4f5a-b6c7-8d9e0f1a2b3c. Teams state: AVAILABLE. GC state: OFFLINE.
2024-05-14T14:22:01.112Z [ERROR] Outbound.Campaign: Validation failed. Predictive dialer requires minimum 2 available agents. Current count: 0.
presence sync mismatches in predictive campaigns are almost always a WebSocket subscription issue, not a UI glitch. the dialer relies on real-time presence updates via the Notification API. if your client drops the connection or fails to handle the ping/pong frame correctly, the server thinks the agent is offline or in an unknown state.
check your reconnect logic. you need to subscribe to presence and routing:users channels. when the connection drops, don’t just reconnect blindly. you have to resubscribe to all channels immediately.
here’s a minimal node.js example using the official sdk to handle the lifecycle correctly:
const PureCloudPlatformClientV2 = require("genesys-cloud-purecloud-platform-client");
const client = new PureCloudPlatformClientV2();
async function setupNotifications() {
await client.login();
const notifications = client.notifications;
// Critical: Handle ping/pong to keep connection alive
notifications.on('open', () => console.log('WS Open'));
notifications.on('close', (event) => {
console.log(`WS Closed: ${event.code}`);
// Reconnect logic here
setupNotifications();
});
// Subscribe to presence updates
await notifications.subscribe({
channel: 'presence',
filter: { type: 'all' }
});
notifications.on('message', (msg) => {
if (msg.channel === 'presence') {
// Log presence changes for debugging
console.log('Presence update:', msg.payload);
}
});
}
setupNotifications().catch(console.error);
if you’re using a custom integration, ensure you’re sending the ping frame response. the server expects a pong within 30 seconds. if it doesn’t get it, it kills the connection. the dialer then sees a stale presence state and refuses to start.
also check if you’re filtering the presence channel too aggressively. the dialer needs to see available and busy states explicitly. if you filter for available only, the sync breaks.
fix the websocket handling first. then retry the campaign start.
's right about the WebSocket, but you’ll also hit this if your routing:users scope is missing from the OAuth token. predictive dialing needs that specific permission to validate agent states before kicking off the campaign. check your client credentials.
{
“routing:users”: “read”
}
Make sure that scope is actually in the token. I spent an hour chasing WebSocket bugs last week only to realize the OAuth token was stale. Check the credentials first.
You’ll often miss the mark when troubleshooting predictive dialer failures because the error message points directly to presence, but the actual root cause is usually a stale OAuth scope or a misconfigured client credential in your integration layer. The suggestions above regarding WebSocket subscriptions are technically accurate for real-time UI updates, but they don’t address the backend validation that fails when you attempt to start the campaign via the API or the Admin UI. The platform requires the routing:users scope with read permissions to verify agent states before releasing any calls. If your integration token lacks this, the dialer engine refuses to initialize, resulting in that specific presence sync mismatch error.
You need to verify the scopes attached to your OAuth client credentials immediately. It’s not enough to just check the UI; you must inspect the token payload or re-authorize the application with the correct permissions. Here is how you can validate the current scopes using the PureCloudPlatformClientV2 SDK:
var authApi = new AuthApi();
var token = await authApi.PostOAuthToken(new PostOAuthTokenRequest {
GrantType = "client_credentials",
ClientId = "YOUR_CLIENT_ID",
ClientSecret = "YOUR_CLIENT_SECRET"
});
// Check if 'routing:users' is present in the returned scopes
Console.WriteLine(token.Scopes.Contains("routing:users"));
If that returns false, you must update the client credentials in the Genesys Cloud Admin portal under Organization > Security > Client Credentials. Add routing:users to the scope list. Once updated, regenerate the token. This usually resolves the issue within minutes. Don’t overlook the fact that some legacy integrations use impersonation tokens which might not inherit the full scope set from the parent client. Ensure your token generation logic explicitly requests the necessary permissions.