Has anyone encountered a persistent 403 Forbidden error when attempting to launch a Predictive Outbound campaign that targets a specific BYOC trunk group in the Singapore region?
We are managing fifteen BYOC trunks across APAC, and while inbound routing is stable, outbound predictive dialing is failing at the campaign activation stage. The error occurs when the Architect flow attempts to select the outbound trunk via the ‘Get Trunk’ step or when the campaign settings explicitly bind to the trunk ID. The API response returns a 403 with the message ‘Insufficient permissions to access trunk resource’ even though the user account has the ‘Trunk Administrator’ role and ‘Outbound Campaign Manager’ permissions enabled.
I have verified the following:
- The trunk is registered and active (SIP 200 OK on registration).
- The outbound number pool is correctly associated with the trunk in the Number Management console.
- The campaign is configured to use the ‘Predictive’ strategy with a safe list enabled.
- The user role includes ‘Trunk: Read’ and ‘Trunk: Write’ privileges.
Interestingly, manual outbound calls using the same trunk via a standard ‘Make Phone Call’ block in Architect succeed without issue. The failure is isolated to the Predictive Outbound service layer. I suspect this might be a scoping issue where the predictive service does not inherit the trunk permissions from the user context, or there is a specific permission set required for the ‘Outbound’ service account that I am missing.
Are there known restrictions on using BYOC trunks for predictive dialing in the APAC region, or is this a permissions matrix error? We are running Genesys Cloud version 2024-07. Any insights into the internal permission checks for the predictive service would be appreciated.