Predictive campaign throws 400 on Sydney edge when +61 formatting drops

General Discussion
1

Trying to get the predictive campaign firing outbound through the Sydney edge so the +61 prefix doesn’t vanish again. The flow arch-pred-7741-syd just throws a 400 Bad Request on /api/v2/outbound/campaigns and the dialer bails out with ERR_NUMBER_FORMAT_MISMATCH. We’ve got 2024.2.0 on mypurecloud.com.au and the E.164 normalizer keeps chewing up the country code right before the ACMA recording hop, leaving the console stuck on {"status":"failed","reason":"invalid_e164"}.

2

The 400 error on the Sydney edge isn’t a bug, but a validation mismatch between your contact list format and the campaign’s region settings. The Genesys Cloud platform expects strict adherence to the +CCXXXXXXXXXX E.164 pattern, without spaces or dashes. If your source data includes +61 4... or 04..., the outbound engine rejects it before the SIP INVITE, resulting in the ERR_NUMBER_FORMAT_MISMATCH error.

Your campaign is likely configured for the au region, but the numbers aren’t clean. You need to enforce normalization either during contact list upload or within a Genesys Cloud Flow before the dialer processes the contacts.

Here’s a Flow snippet to sanitize the number using a Set Variable action immediately after the Find Contact step. This assumes your contact data is available as a data item named contactData.phoneNumber.

// Clean phone number for E.164 compliance
let rawPhone = $data.phoneNumber;
let cleanPhone = rawPhone.replace(/\D/g, ''); // Strip all non-digits

if (cleanPhone.startsWith('04')) {
 cleanPhone = '61' + cleanPhone.substring(1); // Convert 04xx to 614xx
} else if (cleanPhone.startsWith('4')) {
 cleanPhone = '61' + cleanPhone; // Add country code if missing
}

if (!cleanPhone.startsWith('+')) {
 cleanPhone = '+' + cleanPhone;
}

$data.phoneNumber = cleanPhone;

Apply this to your flow arch-pred-7741-syd. Also, verify the campaign settings in the Admin interface. Confirm the Region is explicitly set to au and not the default. The Sydney edge enforces stricter local formatting rules than US edges.

If you’re using the Data Actions API to upload contacts, ensure the phoneNumber field strictly adheres to the +61412345678 format. Avoid relying on post-upload correction. Validation occurs during ingestion. Examine your data import process to confirm the correct format.

Finally, restart the campaign after updating the Flow. The dialer caches the last known valid format, so a restart ensures it re-evaluates the contact list against the new normalization logic. Consider reviewing the campaign’s error logs for more granular details about rejected numbers.

3 Likes