Predictive Routing Campaign stuck in 'Paused' state with API 400 error on mypurecloud.jp

Genesys Cloud Routing
1

We are running a Predictive Routing campaign on the Japanese instance (mypurecloud.jp) for our 800-agent contact center. The campaign works fine during testing, but when we attempt to start it via the Admin UI or the REST API, it immediately switches to the ‘Paused’ state.

When I check the API response for the campaign update, I see a 400 Bad Request error. The error message is vague, simply saying “Invalid campaign configuration.”

Here are the details:

  • Campaign Type: Predictive (Outbound)
  • Script: Uses Japanese TTS voice (Mei) and Japanese ASR.
  • Target List: 50,000 contacts, all with valid Japanese phone numbers.
  • API Endpoint: PUT /api/v2/outbound/campaigns/{campaignId}
  • Payload: Standard JSON with status set to ACTIVE.

I have verified the following:

  1. The division settings are correct for the target list and the campaign.
  2. The agents are assigned to the correct skill group and have the ‘Outbound’ role.
  3. The TTS and ASR settings are configured for the ja-JP locale.
  4. There are no timezone conflicts between the campaign start time and the agent availability.

I suspect there might be an issue with the Japanese locale settings in the predictive dialer configuration, but I cannot find specific documentation for mypurecloud.jp limitations. Has anyone encountered this 400 error when starting a Predictive campaign with Japanese TTS? Are there specific validation rules for phone number formats in the Japanese market that might be causing this?

Please advise on how to debug this further.