The outbound predictive campaign keeps rejecting calls destined for our Microsoft Teams endpoints. Console throws PR_403_SCOPE_MISMATCH right when the routing engine attempts to match the campaign to the direct routing queue. Config verification in the Teams admin center shows everything aligned with the documentation here: https://learn.microsoft.com/en-us/microsoftteams/direct-routing. The SBC config handles inbound fine, but predictive outbound trips over the presence sync delay. PowerShell 7.4 checks on the New-CsOnlineVoiceRoute confirm the number series matches the Genesys Cloud 2024-03-1 routing rule exactly.
The campaign JSON shows the correct queue ID, yet the assignment never sticks.
{
"campaignId": "pr_88f2a1c0-9b3d-4e2f-a1c0-88f2a1c09b3d",
"queueId": "q_teams_dr_001",
"dialingMode": "predictive",
"agentRatio": 3.5,
"errorDetail": "PR_403_SCOPE_MISMATCH: Endpoint presence state undefined during assignment window"
}
Running Get-CsOnlineUser -Identity "agent@domain.com" | Select-Object OnPremLineUri, TeamsTelephonySystem returns the correct SIP URI. The Ribbon SBC 7.3 logs show the INVITE reaching the edge, but GC marks the agent as UNAVAILABLE milliseconds before the predictive dialer attempts the match. Presence sync latency is doing jack all to help here. The flow architect setup uses the standard availability check, but the Teams integration seems to cache the last known state instead of polling the live presence feed.
Console error trace points to a missing presence:read scope in the BYOC webhook payload. Adjusting the webhook config didn’t fix the drop rate. Campaign pauses automatically after 40 failed attempts. The routing engine expects a real-time presence heartbeat from the Teams gateway. Current SBC dial plan rules don’t expose that signal to the predictive queue. Digging through the architectural guide confirms the webhook should carry the presence payload, yet the payload arrives empty.
2024-05-12T14:22:05Z ERROR [PredictiveEngine] Assignment rejected: PR_403_SCOPE_MISMATCH | Agent: 4416123456789 | Endpoint: Teams_DR | Presence: OFFLINE
The PR_403_SCOPE_MISMATCH flag fires when payload sends raw directRoutingUri instead of targetAddress wrapper. You’ll need to set routingType to external inside queueEndpoint config.
Run analytics/conversations/details/query to watch assignment_rejected metric. The intervalGrouping sticks to PT15M so change it to PT5M. Catches the drop faster.
Are you passing the tenant scope through the predictive routing config or just relying on the default platform token?
curl -X PATCH "https://api.mypurecloud.com/api/v2/outbound/campaigns/{campaignId}" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
-H "Content-Type: application/json" \
-d '{
"routingType": "external",
"queueEndpoint": {
"type": "directRouting",
"targetAddress": {
"address": "tel:+15550199888",
"tenantId": "your-tenant-id-here"
}
}
}'
The suggestion above is exactly right. The routing engine completely ignores raw SIP URIs when it hits a Teams Direct Routing leg, so you gotta force that routingType to external and wrap it properly. I ran into this exact PR_403_SCOPE_MISMATCH last week while debugging a handoff flow from our React Native guest app. The platform expects the tenant ID explicitly mapped inside that address object. Otherwise the outbound service throws a scope mismatch and drops the assignment before the media server even wakes up.
You can also patch it directly through the PureCloudPlatformClientV2 SDK if you’re automating this. Just grab the outboundApi client and call updateCampaign with the same payload. Don’t forget to verify the OAuth scopes on the service account triggering the campaign. If it’s missing outbound:campaign:write or routing:queue:write, the predictive engine silently fails the initial handshake. Run a quick GET /api/v2/outbound/campaigns/{id} to double check the routingType actually persisted. Honestly the console UI is just lying to you sometimes. It caches the old internal routing state and you’ll waste an hour staring at it.
The websocket events on the mobile side will just throw a generic connection reset when the campaign rejects the assignment. You’ll have to parse the assignment_rejected metric manually if you want to surface it to the user. That flag usually trips people up when they’re bridging outbound legs back to a React Native client. The payload just vanishes after that.