Outbound IVR Campaigns not triggering

Developer Tools
1

I built an integration in 2018 to manage outbound IVR campaigns from Salesforce, which has been running fine up until the start of November, when it appears that the Campaigns themselves aren't being triggered. The Contact Lists are being populated, and the last step is to switch the Campaigns on.

I'm sure that there have been changes to the API, but were any methods deprecated that might have affected this?

This is one of the URLs that we're hitting: https://api.mypurecloud.com/api/v2/outbound/

2

Hi Duncan,

I talked with the API team who owns the outbound API. They are not aware of any deprecations in the API. Are you able to see if the call out to turn the Campaign on is actually occurring? If it is occurring and you are getting a 200 response code back from the call, then it might be a bug and you could open a support ticket with our Care team.

Otherwise, the problem is somewhere upstream.

Thanks,
John Carnell
Manager, Developer Engagement

3

I received a suggestion to include "division", which we had not been including previously, and we're closer - we are now able to update most of our campaigns to "status" = "on", which starts the dialing process.

There are some that appear to still have issues, despite returning a 200 response code. I will continue to monitor and provide add'l details as soon as I have them (later this week, I'm hoping).

4

Here is an example from today, 12.20, where the Campaign Status was not set = 'on', requiring manual intervention on our part -
Campaign: Patient IVR EST3 [f867d47b-9592-41f7-a70c-e17dfd1fab91]
Contact List: Patient IVR EST3 w/ timezone [7f64a2d5-72cd-4dbd-aecb-76d74347f5a1]
The response indicates that the Campaign Status = 'on'.
I manually activated the Campaign at 10:49 (apologies for the bold formatting below..:()

12/20/2022 10:21 AM
Patient IVR EST3 update request:
{"division":{"selfUri":"/api/v2/authorization/divisions/cc12b7b1-f02c-4719-9e2a-b90c4fd56b13","id":"cc12b7b1-f02c-4719-9e2a-b90c4fd56b13"},"contactListFilters":[],"priority":5,"noAnswerTimeout":35,"alwaysRunning":false,"previewTimeOutSeconds":0,"skipPreviewDisabled":false,"ruleSets":[],"outboundLineCount":5,"callerAddress":"+18666978243","callerName":"NxStage Medical, Inc.","callAnalysisResponseSet":{"selfUri":"/api/v2/outbound/callanalysisresponsesets/71d63e6e-1d90-499b-9c32-be943a62c6ed","id":"71d63e6e-1d90-499b-9c32-be943a62c6ed"},"dncLists":[],"abandonRate":5.0,"phoneColumns":[{"sType":null,"columnName":"Phone"}],"campaignStatus":"on","edgeGroup":{"selfUri":"/api/v2/telephony/providers/edges/edgegroups/016b0cae-d3c7-45e0-a96f-cee15d7d45cb","id":"016b0cae-d3c7-45e0-a96f-cee15d7d45cb"},"dialingMode":"agentless","contactList":{"selfUri":"/api/v2/outbound/contactlists/7f64a2d5-72cd-4dbd-aecb-76d74347f5a1","id":"7f64a2d5-72cd-4dbd-aecb-76d74347f5a1"},"version":2876,"name":"Patient IVR EST3"}

12/20/2022 10:21 AM
Patient IVR EST3 update response
{"id":"f867d47b-9592-41f7-a70c-e17dfd1fab91","name":"Patient IVR EST3","dateCreated":"2018-09-07T17:51:45.820Z","dateModified":"2022-12-20T15:21:12.257Z","version":2877,"contactList":{"id":"7f64a2d5-72cd-4dbd-aecb-76d74347f5a1","name":"Patient IVR EST3 w/ timezone","selfUri":"/api/v2/outbound/contactlists/7f64a2d5-72cd-4dbd-aecb-76d74347f5a1"},"dialingMode":"agentless","edgeGroup":{"id":"016b0cae-d3c7-45e0-a96f-cee15d7d45cb","name":"PureCloud Voice - AWS","selfUri":"/api/v2/telephony/providers/edges/edgegroups/016b0cae-d3c7-45e0-a96f-cee15d7d45cb"},"campaignStatus":"on","phoneColumns":[{"columnName":"Phone","type":"Home"}],"abandonRate":5.0,"dncLists":[],"callAnalysisResponseSet":{"id":"71d63e6e-1d90-499b-9c32-be943a62c6ed","name":"Transfer to Patient IVR EST3 Inventory reminder flow","selfUri":"/api/v2/outbound/callanalysisresponsesets/71d63e6e-1d90-499b-9c32-be943a62c6ed"},"callerName":"NxStage Medical, Inc.","callerAddress":"+18666978243","outboundLineCount":5,"ruleSets":[],"skipPreviewDisabled":false,"previewTimeOutSeconds":0,"singleNumberPreview":false,"alwaysRunning":false,"noAnswerTimeout":35,"priority":5,"contactListFilters":[],"division":{"id":"cc12b7b1-f02c-4719-9e2a-b90c4fd56b13","name":"Home","selfUri":"/api/v2/authorization/divisions/cc12b7b1-f02c-4719-9e2a-b90c4fd56b13"},"dynamicContactQueueingSettings":{"sort":false},"selfUri":"/api/v2/outbound/campaigns/f867d47b-9592-41f7-a70c-e17dfd1fab91"}
final status: OK
status code 200

5

Hi Duncan,

I would recommend you open a ticket with our Customer Care team. At this point, the engineering team will need to get involved. What I would recommend is you get the correlation id of when you make the call out to set the campaign to an on status. Having a correlation id will allow the team to see what is going on in the logs and help with diagnosing the problem.

Thanks,
John Carnell
Manager, Developer Engagement

6

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