Archiving NICE CXone Campaign Contact Attempts via REST API with Python

What You Will Build

A Python module that retrieves completed contact attempts, constructs batched archive payloads with retention and anonymization directives, validates against campaign engine constraints, executes atomic archive operations, tracks latency and success rates, and synchronizes events to an external data warehouse via callbacks.

• This tutorial uses the NICE CXone Campaigns REST API (/api/v2/campaigns/{campaignId}/contacts/archive and /api/v2/campaigns/{campaignId}/attempts).
• The implementation covers Python 3.9+ using requests, pydantic, and standard library modules.

Prerequisites

• OAuth 2.0 Client Credentials flow configured in NICE CXone
• Required scopes: campaigns:write, contacts:write, analytics:read
• CXone API region identifier (e.g., api-us-02, api-eu-01)
• Python 3.9+ runtime
• External dependencies: requests>=2.31.0, pydantic>=2.5.0

Authentication Setup

NICE CXone uses OAuth 2.0 Client Credentials for server-to-server API access. You must cache the access token and refresh it before expiration to avoid 401 errors during batch processing.

import requests
import time
import logging
from typing import Optional
from datetime import datetime, timedelta

logging.basicConfig(level=logging.INFO, format="%(asctime)s [%(levelname)s] %(message)s")
logger = logging.getLogger(__name__)

class CXoneOAuth:
    def __init__(self, client_id: str, client_secret: str, region: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.region = region
        self.base_url = f"https://api.{region}.nicecxone.com"
        self.token_url = f"{self.base_url}/oauth/token"
        self._access_token: Optional[str] = None
        self._token_expiry: Optional[datetime] = None

    def get_token(self) -> str:
        if self._access_token and self._token_expiry and datetime.utcnow() < self._token_expiry:
            return self._access_token

        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        headers = {"Content-Type": "application/x-www-form-urlencoded"}
        
        response = requests.post(self.token_url, data=payload, headers=headers)
        if response.status_code == 401:
            raise RuntimeError("OAuth authentication failed: invalid client credentials")
        response.raise_for_status()
        
        data = response.json()
        self._access_token = data["access_token"]
        self._token_expiry = datetime.utcnow() + timedelta(seconds=data["expires_in"] - 60)
        logger.info("OAuth token refreshed successfully")
        return self._access_token

Implementation

Step 1: Retrieve Completed Attempts and Construct Archive Payload

You must query the campaign engine for attempts marked as completed, filter by outcome codes, and verify anonymization compliance before constructing the archive batch. The CXone attempts endpoint supports pagination via limit and offset.

from typing import List, Dict, Any
from pydantic import BaseModel, validator

class AttemptStatusMatrix(BaseModel):
    outcome_code: str
    disposition: str
    call_duration_seconds: int
    anonymized: bool

class ArchivePayloadItem(BaseModel):
    contact_id: str
    attempt_id: str
    status_matrix: AttemptStatusMatrix
    retention_period_days: int
    delete_active: bool = True

class ArchiveBatch(BaseModel):
    campaign_id: str
    items: List[ArchivePayloadItem]
    force_cold_storage: bool = False

    @validator("items")
    def check_batch_limit(cls, v, values):
        max_limit = 200
        if len(v) > max_limit:
            raise ValueError(f"Batch size exceeds maximum limit of {max_limit}")
        return v

def fetch_completed_attempts(oauth: CXoneOAuth, campaign_id: str, limit: int = 100) -> List[Dict[str, Any]]:
    attempts = []
    offset = 0
    while True:
        url = f"{oauth.base_url}/api/v2/campaigns/{campaign_id}/attempts"
        params = {"status": "completed", "limit": limit, "offset": offset}
        headers = {"Authorization": f"Bearer {oauth.get_token()}", "Accept": "application/json"}
        
        response = requests.get(url, params=params, headers=headers)
        response.raise_for_status()
        data = response.json()
        
        if not data:
            break
        attempts.extend(data)
        offset += limit
        if len(data) < limit:
            break
    return attempts

Step 2: Validate Archive Schema and Enforce Campaign Engine Constraints

Before submission, you must validate that outcome codes match approved archival statuses, verify PII anonymization flags, and ensure the campaign is not currently executing active dialing sequences. The Pydantic model enforces the maximum batch limit to prevent storage overflow failures.

def validate_and_partition_attempts(
    attempts: List[Dict[str, Any]], 
    campaign_id: str, 
    max_batch_size: int = 200
) -> List[ArchiveBatch]:
    approved_outcomes = {"SURVEY_TAKEN", "NO_ANSWER", "BUSY", "DISCONNECTED"}
    batches = []
    current_batch_items = []

    for att in attempts:
        outcome = att.get("outcomeCode", "")
        if outcome not in approved_outcomes:
            logger.warning(f"Skipping attempt {att['id']}: outcome {outcome} not approved for archive")
            continue

        if not att.get("anonymized", False):
            logger.error(f"Data anonymization verification failed for contact {att['contactId']}")
            raise RuntimeError("Active list pollution risk: unanonymized records detected")

        item = ArchivePayloadItem(
            contact_id=att["contactId"],
            attempt_id=att["id"],
            status_matrix=AttemptStatusMatrix(
                outcome_code=outcome,
                disposition=att.get("disposition", "ARCHIVED"),
                call_duration_seconds=att.get("duration", 0),
                anonymized=True
            ),
            retention_period_days=att.get("retentionDays", 365)
        )
        current_batch_items.append(item)

        if len(current_batch_items) >= max_batch_size:
            batches.append(ArchiveBatch(campaign_id=campaign_id, items=current_batch_items, force_cold_storage=True))
            current_batch_items = []

    if current_batch_items:
        batches.append(ArchiveBatch(campaign_id=campaign_id, items=current_batch_items, force_cold_storage=True))

    return batches

Step 3: Execute Atomic Archive and Trigger Cold Storage Migration

The archive operation uses an atomic POST request that removes contacts from active dialing lists and initiates backend migration. You must implement retry logic for 429 rate-limit responses and track latency for efficiency monitoring.

HTTP Request/Response Cycle

• Method: POST
• Path: /api/v2/campaigns/{campaignId}/contacts/archive
• Headers: Authorization: Bearer <token>, Content-Type: application/json, Accept: application/json
• Request Body:

{
  "campaignId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "items": [
    {
      "contactId": "c1d2e3f4-5678-90ab-cdef-123456789abc",
      "attemptId": "att-9876543210",
      "statusMatrix": {
        "outcomeCode": "NO_ANSWER",
        "disposition": "ARCHIVED",
        "callDurationSeconds": 0,
        "anonymized": true
      },
      "retentionPeriodDays": 365,
      "deleteActive": true
    }
  ],
  "forceColdStorage": true
}

• Response Body (200 OK):

{
  "archivedCount": 1,
  "failedCount": 0,
  "migrationJobId": "mig-abc123xyz",
  "status": "COMPLETED",
  "timestamp": "2024-05-15T10:32:00Z"
}

import time

def execute_archive_batch(
    oauth: CXoneOAuth, 
    batch: ArchiveBatch, 
    max_retries: int = 3, 
    retry_delay: float = 1.5
) -> Dict[str, Any]:
    url = f"{oauth.base_url}/api/v2/campaigns/{batch.campaign_id}/contacts/archive"
    headers = {
        "Authorization": f"Bearer {oauth.get_token()}",
        "Content-Type": "application/json",
        "Accept": "application/json"
    }
    payload = batch.dict()

    start_time = time.time()
    for attempt in range(max_retries):
        response = requests.post(url, json=payload, headers=headers)
        latency_ms = (time.time() - start_time) * 1000

        if response.status_code == 200:
            logger.info(f"Archive batch processed successfully. Latency: {latency_ms:.2f}ms")
            return response.json()
        elif response.status_code == 429:
            wait_time = retry_delay * (2 ** attempt)
            logger.warning(f"Rate limit 429 hit. Retrying in {wait_time}s...")
            time.sleep(wait_time)
        elif response.status_code == 409:
            raise RuntimeError("Campaign conflict: active dialing sequences prevent atomic migration")
        else:
            response.raise_for_status()
    
    raise RuntimeError("Max retries exceeded for archive operation")

Step 4: Synchronize Archive Events and Generate Audit Logs

After successful migration, you must trigger callback handlers for external data warehouse alignment, compute migration success rates, and generate structured audit logs for compliance governance.

import json
from datetime import datetime

def sync_and_audit(
    batch: ArchiveBatch, 
    result: Dict[str, Any], 
    callback_url: str, 
    audit_log_path: str
) -> None:
    # Synchronize with external data warehouse
    sync_payload = {
        "event_type": "CAMPAIGN_CONTACT_ARCHIVED",
        "campaign_id": batch.campaign_id,
        "archived_count": result.get("archivedCount", 0),
        "failed_count": result.get("failedCount", 0),
        "migration_job_id": result.get("migrationJobId"),
        "timestamp": datetime.utcnow().isoformat()
    }
    
    try:
        requests.post(callback_url, json=sync_payload, timeout=5)
        logger.info("Warehouse callback synchronized successfully")
    except Exception as e:
        logger.error(f"Warehouse synchronization failed: {e}")

    # Generate audit log
    audit_entry = {
        "audit_id": f"aud-{datetime.utcnow().strftime('%Y%m%d%H%M%S')}",
        "campaign_id": batch.campaign_id,
        "batch_size": len(batch.items),
        "success_rate": (result.get("archivedCount", 0) / len(batch.items)) * 100,
        "cold_storage_triggered": batch.force_cold_storage,
        "compliance_status": "VERIFIED",
        "anonymization_verified": True,
        "processed_at": datetime.utcnow().isoformat()
    }
    
    with open(audit_log_path, "a") as f:
        f.write(json.dumps(audit_entry) + "\n")
    logger.info("Audit log entry written successfully")

Complete Working Example

The following script integrates all components into a production-ready archiver class. Replace the placeholder credentials and endpoints before execution.

import requests
import time
import logging
import json
from typing import List, Dict, Any, Optional
from datetime import datetime, timedelta
from pydantic import BaseModel, validator

logging.basicConfig(level=logging.INFO, format="%(asctime)s [%(levelname)s] %(message)s")
logger = logging.getLogger(__name__)

class CXoneOAuth:
    def __init__(self, client_id: str, client_secret: str, region: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.region = region
        self.base_url = f"https://api.{region}.nicecxone.com"
        self.token_url = f"{self.base_url}/oauth/token"
        self._access_token: Optional[str] = None
        self._token_expiry: Optional[datetime] = None

    def get_token(self) -> str:
        if self._access_token and self._token_expiry and datetime.utcnow() < self._token_expiry:
            return self._access_token
        payload = {"grant_type": "client_credentials", "client_id": self.client_id, "client_secret": self.client_secret}
        headers = {"Content-Type": "application/x-www-form-urlencoded"}
        response = requests.post(self.token_url, data=payload, headers=headers)
        if response.status_code == 401:
            raise RuntimeError("OAuth authentication failed: invalid client credentials")
        response.raise_for_status()
        data = response.json()
        self._access_token = data["access_token"]
        self._token_expiry = datetime.utcnow() + timedelta(seconds=data["expires_in"] - 60)
        return self._access_token

class AttemptStatusMatrix(BaseModel):
    outcome_code: str
    disposition: str
    call_duration_seconds: int
    anonymized: bool

class ArchivePayloadItem(BaseModel):
    contact_id: str
    attempt_id: str
    status_matrix: AttemptStatusMatrix
    retention_period_days: int
    delete_active: bool = True

class ArchiveBatch(BaseModel):
    campaign_id: str
    items: List[ArchivePayloadItem]
    force_cold_storage: bool = False

    @validator("items")
    def check_batch_limit(cls, v, values):
        if len(v) > 200:
            raise ValueError("Batch size exceeds maximum limit of 200")
        return v

class CXoneAttemptArchiver:
    def __init__(self, oauth: CXoneOAuth, warehouse_callback_url: str, audit_log_path: str):
        self.oauth = oauth
        self.warehouse_callback_url = warehouse_callback_url
        self.audit_log_path = audit_log_path
        self.total_archived = 0
        self.total_failed = 0
        self.latency_samples = []

    def fetch_completed_attempts(self, campaign_id: str, limit: int = 100) -> List[Dict[str, Any]]:
        attempts = []
        offset = 0
        while True:
            url = f"{self.oauth.base_url}/api/v2/campaigns/{campaign_id}/attempts"
            params = {"status": "completed", "limit": limit, "offset": offset}
            headers = {"Authorization": f"Bearer {self.oauth.get_token()}", "Accept": "application/json"}
            response = requests.get(url, params=params, headers=headers)
            response.raise_for_status()
            data = response.json()
            if not data:
                break
            attempts.extend(data)
            offset += limit
            if len(data) < limit:
                break
        return attempts

    def validate_and_partition(self, attempts: List[Dict[str, Any]], campaign_id: str) -> List[ArchiveBatch]:
        approved_outcomes = {"SURVEY_TAKEN", "NO_ANSWER", "BUSY", "DISCONNECTED"}
        batches = []
        current_items = []

        for att in attempts:
            outcome = att.get("outcomeCode", "")
            if outcome not in approved_outcomes:
                continue
            if not att.get("anonymized", False):
                raise RuntimeError("Data anonymization verification failed")
            item = ArchivePayloadItem(
                contact_id=att["contactId"],
                attempt_id=att["id"],
                status_matrix=AttemptStatusMatrix(
                    outcome_code=outcome, disposition=att.get("disposition", "ARCHIVED"),
                    call_duration_seconds=att.get("duration", 0), anonymized=True
                ),
                retention_period_days=att.get("retentionDays", 365)
            )
            current_items.append(item)
            if len(current_items) >= 200:
                batches.append(ArchiveBatch(campaign_id=campaign_id, items=current_items, force_cold_storage=True))
                current_items = []
        if current_items:
            batches.append(ArchiveBatch(campaign_id=campaign_id, items=current_items, force_cold_storage=True))
        return batches

    def execute_archive(self, batch: ArchiveBatch) -> Dict[str, Any]:
        url = f"{self.oauth.base_url}/api/v2/campaigns/{batch.campaign_id}/contacts/archive"
        headers = {"Authorization": f"Bearer {self.oauth.get_token()}", "Content-Type": "application/json", "Accept": "application/json"}
        start_time = time.time()
        for attempt in range(3):
            response = requests.post(url, json=batch.dict(), headers=headers)
            latency_ms = (time.time() - start_time) * 1000
            if response.status_code == 200:
                self.latency_samples.append(latency_ms)
                return response.json()
            elif response.status_code == 429:
                time.sleep(1.5 * (2 ** attempt))
            elif response.status_code == 409:
                raise RuntimeError("Campaign conflict prevents atomic migration")
            else:
                response.raise_for_status()
        raise RuntimeError("Max retries exceeded")

    def sync_and_audit(self, batch: ArchiveBatch, result: Dict[str, Any]) -> None:
        sync_payload = {
            "event_type": "CAMPAIGN_CONTACT_ARCHIVED", "campaign_id": batch.campaign_id,
            "archived_count": result.get("archivedCount", 0), "failed_count": result.get("failedCount", 0),
            "timestamp": datetime.utcnow().isoformat()
        }
        try:
            requests.post(self.warehouse_callback_url, json=sync_payload, timeout=5)
        except Exception as e:
            logger.error(f"Warehouse callback failed: {e}")

        audit_entry = {
            "audit_id": f"aud-{datetime.utcnow().strftime('%Y%m%d%H%M%S')}",
            "campaign_id": batch.campaign_id, "batch_size": len(batch.items),
            "success_rate": (result.get("archivedCount", 0) / len(batch.items)) * 100,
            "cold_storage_triggered": batch.force_cold_storage, "processed_at": datetime.utcnow().isoformat()
        }
        with open(self.audit_log_path, "a") as f:
            f.write(json.dumps(audit_entry) + "\n")

    def run(self, campaign_id: str) -> None:
        logger.info(f"Starting archive process for campaign {campaign_id}")
        attempts = self.fetch_completed_attempts(campaign_id)
        logger.info(f"Fetched {len(attempts)} completed attempts")
        batches = self.validate_and_partition(attempts, campaign_id)
        logger.info(f"Partitioned into {len(batches)} batches")

        for idx, batch in enumerate(batches):
            try:
                result = self.execute_archive(batch)
                self.total_archived += result.get("archivedCount", 0)
                self.total_failed += result.get("failedCount", 0)
                self.sync_and_audit(batch, result)
            except Exception as e:
                logger.error(f"Batch {idx} failed: {e}")
                self.total_failed += len(batch.items)

        avg_latency = sum(self.latency_samples) / len(self.latency_samples) if self.latency_samples else 0
        logger.info(f"Archive process complete. Archived: {self.total_archived}, Failed: {self.total_failed}, Avg Latency: {avg_latency:.2f}ms")

if __name__ == "__main__":
    oauth = CXoneOAuth(client_id="YOUR_CLIENT_ID", client_secret="YOUR_CLIENT_SECRET", region="api-us-02")
    archiver = CXoneAttemptArchiver(
        oauth=oauth,
        warehouse_callback_url="https://your-dw.example.com/api/v1/archive-events",
        audit_log_path="archive_audit.log"
    )
    archiver.run(campaign_id="YOUR_CAMPAIGN_ID")

Common Errors & Debugging

Error: 401 Unauthorized or 403 Forbidden

• Cause: Expired OAuth token or missing campaigns:write / contacts:write scopes on the client credential.
• Fix: Verify the client secret matches the CXone application configuration. Ensure the token cache logic refreshes before expiration. Add explicit scope validation during token issuance.
• Code Fix: The CXoneOAuth class already implements TTL-based refresh. If 403 persists, request additional scopes from your CXone administrator.

Error: 400 Bad Request (Schema Validation or Batch Limit)

• Cause: Payload exceeds 200 items, missing required fields, or invalid outcome codes.
• Fix: The ArchiveBatch Pydantic model enforces the 200-item limit. Ensure all attempt records contain contactId, id, and outcomeCode. Validate anonymization flags before payload construction.
• Code Fix: Catch pydantic.ValidationError during partitioning and log the specific field failure.

Error: 409 Conflict (Campaign Active)

• Cause: The campaign engine is currently executing dialing sequences or predictive routing for the target contacts.
• Fix: Pause the campaign via PATCH /api/v2/campaigns/{campaignId} with {"status": "PAUSED"} before archiving. Resume after migration completes.
• Code Fix: Wrap archive execution in a retry loop that checks campaign status before proceeding.

Error: 429 Too Many Requests

• Cause: CXone rate limits are enforced per tenant and per endpoint. Batch archiving triggers rapid successive calls.
• Fix: The execute_archive method implements exponential backoff. Increase retry_delay or reduce batch size to 100 if rate limits persist.
• Code Fix: Monitor Retry-After headers in 429 responses and adjust sleep duration dynamically.

Official References

• NICE CXone OAuth 2.0 Authentication
• Campaigns API Reference
• Contacts Archive Endpoint
• Python SDK Installation