Genesys Cloud - Main

Hello All - 

I have a requirement where I need to generate any automation notification if I get any error in Event Viewer under Outbound. The error could be call rule failed or fail to import contact list, etc.

Any suggestion around it will be helpful.

#Outbound

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Thanks,
Anurag Gusain
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Hello!

I carried out a similar process at an organization.

Since we couldn't identify a specific Operational Event for these Outbound scenarios, I believe we can use an alternative approach.

For the contact list import, we could create a periodic check at a specific time to validate whether a new list was imported or whether the number of contacts in the expected list increased. If we identify the new list or the expected increase, we can consider the import process successful.

If the list remains the same or the number of contacts does not change as expected, we can treat this as a potential import issue and generate a notification for further validation. I think this approach is safer than relying on an Operational Event that we haven't confirmed for this scenario.

For dialing errors, we can use the Outbound campaign rules themselves to identify and handle specific dialing results. In this case, the control can be handled directly within the campaign, without requiring a Workflow.

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Augusto
Gerente de Desenvolvimento de Sistemas e Planejamento
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Hey Anurag,

 i think the reason this one fights you is that you're really asking about two different error families, and they don't automate the same way.

>For platform-side Outbound errors, start in the Operational Console and the Event Catalog, not Event Viewer habits from on-prem. Some Outbound problems do exist as operational events, and when they do you have three supported ways to turn them into a notification: view them in the Operational Console, configure a trigger on the operational event to fire a Workflow, configure an alert in Analytics, or subscribe via an Amazon EventBridge integration if the notification needs to land outside Genesys. The Resource Center page on this walks through all of those paths: https://help.genesys.cloud/articles/troubleshoot-using-the-genesys-cloud-operational-console/ - and check the Event Catalog entry for the exact event before you build anything, because the catalog is what tells you whether your specific failure (call rule failure is a good example) actually emits one.

 For contact list import failures specifically, Augusto is right, and i'd build his workaround on purpose rather than treating it as a fallback: a scheduled Workflow that polls the import status for your active lists via the Outbound APIs and notifies when an import errors or the imported count doesn't move. In my experience that polling check catches the silent failures - bad file, mapping problem, import that just never lands - more reliably than waiting for an event that may not exist for that failure mode.

So my split would be: operational event + trigger/alert where the catalog says an event exists, scheduled polling Workflow for imports, and campaign rules inside the campaign itself for dialing-time conditions.

For those of you running Outbound at volume - have you found import failures emitting a usable operational event in your region, or is scheduled polling still the only thing that catches them reliably for everyone?

Anyhow, hope that helps you split it into buildable pieces.

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Jason Okowitz
Enterprise Architect
HCA
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Hey @Jason Okowitz

I don't think and I validated as well and we do not get all outbound event error under operational console.

To be specific I need to capture below event error and generate notification to dialer managers

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Anurag Gusain
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Original Message:
Sent: 10-03-2026 08:53
From: Jason Okowitz
Subject: Capture Error getting generated in Even Viewer

Hey Anurag,

 i think the reason this one fights you is that you're really asking about two different error families, and they don't automate the same way.

>For platform-side Outbound errors, start in the Operational Console and the Event Catalog, not Event Viewer habits from on-prem. Some Outbound problems do exist as operational events, and when they do you have three supported ways to turn them into a notification: view them in the Operational Console, configure a trigger on the operational event to fire a Workflow, configure an alert in Analytics, or subscribe via an Amazon EventBridge integration if the notification needs to land outside Genesys. The Resource Center page on this walks through all of those paths: https://help.genesys.cloud/articles/troubleshoot-using-the-genesys-cloud-operational-console/ - and check the Event Catalog entry for the exact event before you build anything, because the catalog is what tells you whether your specific failure (call rule failure is a good example) actually emits one.

 For contact list import failures specifically, Augusto is right, and i'd build his workaround on purpose rather than treating it as a fallback: a scheduled Workflow that polls the import status for your active lists via the Outbound APIs and notifies when an import errors or the imported count doesn't move. In my experience that polling check catches the silent failures - bad file, mapping problem, import that just never lands - more reliably than waiting for an event that may not exist for that failure mode.

So my split would be: operational event + trigger/alert where the catalog says an event exists, scheduled polling Workflow for imports, and campaign rules inside the campaign itself for dialing-time conditions.

For those of you running Outbound at volume - have you found import failures emitting a usable operational event in your region, or is scheduled polling still the only thing that catches them reliably for everyone?

Anyhow, hope that helps you split it into buildable pieces.

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Jason Okowitz
Enterprise Architect
HCA
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