Auditing NICE CXone Outbound Campaign Compliance Logs via REST API with Java

What You Will Build

A Java service that retrieves outbound campaign contact data, validates consent timestamps and recording synchronization, enforces retention limits, and pushes structured audit payloads to an external legal discovery webhook. This tutorial uses the CXone v2 REST API surface. The implementation is written in Java 17.

Prerequisites

• CXone API client credentials (confidential client recommended)
• Required OAuth scopes: view:campaign, view:contact-list, view:recordings, manage:webhooks, view:contact
• CXone API version: v2
• Java 17 or higher
• External dependencies: com.squareup.okhttp3:okhttp:4.12.0, com.google.code.gson:gson:2.10.1, org.slf4j:slf4j-simple:2.0.9

Authentication Setup

CXone uses OAuth 2.0 client credentials flow for server-to-server integrations. The token expires after one hour and requires caching with expiration validation.

import okhttp3.*;
import com.google.gson.*;
import java.io.IOException;
import java.time.Instant;
import java.util.concurrent.TimeUnit;

public class CxoneAuthManager {
    private static final String TOKEN_URL = "https://api.mynicecx.com/api/v2/oauth/token";
    private final String clientId;
    private final String clientSecret;
    private final OkHttpClient httpClient;
    private volatile String cachedToken;
    private volatile Instant tokenExpiry;

    public CxoneAuthManager(String clientId, String clientSecret) {
        this.clientId = clientId;
        this.clientSecret = clientSecret;
        this.httpClient = new OkHttpClient.Builder()
                .connectTimeout(10, TimeUnit.SECONDS)
                .readTimeout(10, TimeUnit.SECONDS)
                .build();
        this.cachedToken = null;
        this.tokenExpiry = Instant.now();
    }

    public String getAccessToken() throws IOException {
        if (cachedToken != null && Instant.now().isBefore(tokenExpiry.minusSeconds(30))) {
            return cachedToken;
        }
        return refreshToken();
    }

    private String refreshToken() throws IOException {
        RequestBody formBody = new FormBody.Builder()
                .add("grant_type", "client_credentials")
                .add("client_id", clientId)
                .add("client_secret", clientSecret)
                .build();

        Request request = new Request.Builder()
                .url(TOKEN_URL)
                .post(formBody)
                .addHeader("Content-Type", "application/x-www-form-urlencoded")
                .build();

        try (Response response = httpClient.newCall(request).execute()) {
            if (!response.isSuccessful()) {
                throw new IOException("OAuth token request failed with code: " + response.code());
            }
            JsonObject json = JsonParser.parseString(response.body().string()).getAsJsonObject();
            cachedToken = json.get("access_token").getAsString();
            int expiresIn = json.get("expires_in").getAsInt();
            tokenExpiry = Instant.now().plusSeconds(expiresIn);
            return cachedToken;
        }
    }
}

Implementation

Step 1: Retrieve Campaign Metadata and Contact List

The outbound campaign endpoint returns campaign configuration. You must extract the associated contact list ID to paginate through contacts. Each contact record contains consent fields and opt-out status. Format verification ensures the response matches the expected schema before processing.

Required scope: view:campaign, view:contact-list

import okhttp3.*;
import com.google.gson.*;
import java.io.IOException;
import java.util.*;
import java.util.concurrent.TimeUnit;

public class CxoneOutboundAuditor {
    private final OkHttpClient httpClient;
    private final CxoneAuthManager authManager;
    private final Gson gson;
    private static final String BASE_URL = "https://api.mynicecx.com/api/v2";

    public CxoneOutboundAuditor(CxoneAuthManager authManager) {
        this.authManager = authManager;
        this.gson = new GsonBuilder().setPrettyPrinting().create();
        this.httpClient = new OkHttpClient.Builder()
                .connectTimeout(15, TimeUnit.SECONDS)
                .readTimeout(30, TimeUnit.SECONDS)
                .retryOnConnectionFailure(true)
                .build();
    }

    public Map<String, Object> fetchCampaignAndContacts(String campaignId) throws IOException {
        String token = authManager.getAccessToken();
        
        // Fetch campaign details
        Request campaignRequest = new Request.Builder()
                .url(BASE_URL + "/outbound/campaigns/" + campaignId)
                .get()
                .addHeader("Authorization", "Bearer " + token)
                .addHeader("Accept", "application/json")
                .build();

        Map<String, Object> auditContext = new HashMap<>();
        try (Response campaignResponse = httpClient.newCall(campaignRequest).execute()) {
            if (!campaignResponse.isSuccessful()) {
                throw new IOException("Campaign fetch failed: " + campaignResponse.code() + " " + campaignResponse.message());
            }
            JsonObject campaignJson = JsonParser.parseString(campaignResponse.body().string()).getAsJsonObject();
            
            // Format verification: ensure contactLists array exists
            if (!campaignJson.has("contactLists") || !campaignJson.get("contactLists").isJsonArray()) {
                throw new IllegalStateException("Invalid campaign schema: missing or malformed contactLists array");
            }
            
            JsonArray contactLists = campaignJson.getAsJsonArray("contactLists");
            if (contactLists.size() == 0) {
                throw new IllegalStateException("Campaign has no associated contact lists");
            }
            
            String contactListId = contactLists.get(0).getAsJsonObject().get("id").getAsString();
            auditContext.put("campaignId", campaignId);
            auditContext.put("contactListId", contactListId);
            auditContext.put("campaignName", campaignJson.get("name").getAsString());
        }

        // Paginate contacts
        List<Map<String, Object>> contacts = new ArrayList<>();
        String nextPageToken = null;
        int maxPages = 5; // Prevent runaway pagination during audit
        int currentPage = 0;

        while (currentPage < maxPages) {
            String url = BASE_URL + "/outbound/contactlists/" + auditContext.get("contactListId") + "/contacts?pageSize=25";
            if (nextPageToken != null) {
                url += "&pageToken=" + nextPageToken;
            }

            Request contactsRequest = new Request.Builder()
                    .url(url)
                    .get()
                    .addHeader("Authorization", "Bearer " + token)
                    .addHeader("Accept", "application/json")
                    .build();

            try (Response contactsResponse = httpClient.newCall(contactsRequest).execute()) {
                if (contactsResponse.code() == 429) {
                    // Handle rate limit with exponential backoff
                    String retryAfter = contactsResponse.header("Retry-After");
                    long sleepMs = retryAfter != null ? Long.parseLong(retryAfter) * 1000 : (long) Math.pow(2, currentPage) * 1000;
                    Thread.sleep(sleepMs);
                    continue;
                }
                if (!contactsResponse.isSuccessful()) {
                    throw new IOException("Contact list fetch failed: " + contactsResponse.code());
                }

                JsonObject contactsJson = JsonParser.parseString(contactsResponse.body().string()).getAsJsonObject();
                JsonArray entities = contactsJson.getAsJsonArray("entities");
                for (JsonElement entity : entities) {
                    contacts.add(gson.fromJson(entity, Map.class));
                }
                nextPageToken = contactsJson.has("nextPageToken") ? contactsJson.get("nextPageToken").getAsString() : null;
                currentPage++;
            }
        }
        auditContext.put("contacts", contacts);
        return auditContext;
    }
}

Step 2: Query Recording URIs and Consent Timestamps

You must cross-reference contact phone numbers with CXone recording metadata to verify call synchronization. The recording search endpoint accepts a JSON query body. Consent timestamps come from the contact custom attributes or native consent fields. Opt-out verification checks the optOut flag and doNotCall status.

Required scope: view:recordings, view:contact

public Map<String, Object> validateRecordingsAndConsent(Map<String, Object> auditContext) throws IOException {
    String token = authManager.getAccessToken();
    List<Map<String, Object>> contacts = (List<Map<String, Object>>) auditContext.get("contacts");
    List<Map<String, Object>> auditRecords = new ArrayList<>();

    for (Map<String, Object> contact : contacts) {
        String contactId = (String) contact.get("id");
        String phoneNumber = (String) contact.get("phoneNumber");
        Boolean isOptedOut = contact.containsKey("optOut") && (Boolean) contact.get("optOut");
        String consentTimestamp = null;
        
        // Extract consent timestamp from custom attributes or native fields
        if (contact.containsKey("consentTimestamp")) {
            consentTimestamp = (String) contact.get("consentTimestamp");
        }

        // Query recordings for this contact
        JsonObject recordingQuery = new JsonObject();
        recordingQuery.addProperty("pageSize", 10);
        JsonObject filters = new JsonObject();
        filters.addProperty("number", phoneNumber);
        recordingQuery.add("filters", filters);

        Request recordingRequest = new Request.Builder()
                .url(BASE_URL + "/recordings/search")
                .post(RequestBody.create(MediaType.get("application/json"), gson.toJson(recordingQuery)))
                .addHeader("Authorization", "Bearer " + token)
                .addHeader("Accept", "application/json")
                .addHeader("Content-Type", "application/json")
                .build();

        try (Response recordingResponse = httpClient.newCall(recordingRequest).execute()) {
            if (recordingResponse.code() == 429) {
                Thread.sleep(2000); // Simple backoff for demonstration
            }
            
            Map<String, Object> recordAudit = new HashMap<>();
            recordAudit.put("contactId", contactId);
            recordAudit.put("phoneNumber", phoneNumber);
            recordAudit.put("consentTimestamp", consentTimestamp);
            recordAudit.put("isOptedOut", isOptedOut);
            recordAudit.put("recordings", new ArrayList<>());

            if (recordingResponse.isSuccessful()) {
                JsonObject recJson = JsonParser.parseString(recordingResponse.body().string()).getAsJsonObject();
                JsonArray entities = recJson.getAsJsonArray("entities");
                List<Map<String, Object>> uriMatrix = new ArrayList<>();
                
                for (JsonElement rec : entities) {
                    JsonObject recObj = rec.getAsJsonObject();
                    Map<String, Object> uriEntry = new HashMap<>();
                    uriEntry.put("recordingId", recObj.get("id").getAsString());
                    uriEntry.put("uri", recObj.get("recordingUri").getAsString());
                    uriEntry.put("startTime", recObj.get("startTime").getAsString());
                    uriEntry.put("duration", recObj.get("duration").getAsInt());
                    uriMatrix.add(uriEntry);
                }
                recordAudit.put("recordings", uriMatrix);
                recordAudit.put("syncStatus", uriMatrix.size() > 0 ? "SYNCED" : "MISSING");
            } else {
                recordAudit.put("syncStatus", "ERROR");
            }
            auditRecords.add(recordAudit);
        }
    }
    auditContext.put("auditRecords", auditRecords);
    return auditContext;
}

Step 3: Validate Schema Constraints and Retention Limits

Compliance engines enforce maximum log retention limits. You must calculate the total payload size and record count before submission. If the batch exceeds the configured limit, you must partition the payload to prevent storage overflow failures. This step also applies legal hold flags to contacts that fail opt-out verification.

public Map<String, Object> validateRetentionAndApplyLegalHolds(Map<String, Object> auditContext, int maxRetentionDays, int maxBatchSize) throws IOException {
    List<Map<String, Object>> auditRecords = (List<Map<String, Object>>) auditContext.get("auditRecords");
    String token = authManager.getAccessToken();
    int validCount = 0;
    int totalRecords = auditRecords.size();
    List<Map<String, Object>> compliantBatch = new ArrayList<>();

    Instant now = Instant.now();
    Instant retentionCutoff = now.minusSeconds(maxRetentionDays * 86400L);

    for (Map<String, Object> record : auditRecords) {
        Boolean isOptedOut = (Boolean) record.get("isOptedOut");
        String consentTs = (String) record.get("consentTimestamp");
        String syncStatus = (String) record.get("syncStatus");

        // Opt-out verification pipeline
        if (isOptedOut) {
            // Trigger legal hold via contact status update
            triggerLegalHold((String) record.get("contactId"), token);
            continue; // Skip audit logging for opted-out contacts per compliance rules
        }

        // Consent timestamp validation
        boolean consentValid = consentTs != null && !consentTs.isEmpty();
        boolean syncValid = "SYNCED".equals(syncStatus);

        if (consentValid && syncValid) {
            validCount++;
            compliantBatch.add(record);
        }

        if (compliantBatch.size() >= maxBatchSize) {
            break; // Prevent storage overflow
        }
    }

    auditContext.put("compliantBatch", compliantBatch);
    auditContext.put("totalRecords", totalRecords);
    auditContext.put("validRecords", validCount);
    auditContext.put("completenessRate", totalRecords > 0 ? (double) validCount / totalRecords : 0.0);
    return auditContext;
}

private void triggerLegalHold(String contactId, String token) throws IOException {
    // CXone does not have a direct legal hold endpoint; we update contact status to reflect hold
    JsonObject payload = new JsonObject();
    payload.addProperty("status", "HOLD");
    payload.addProperty("reason", "LEGAL_HOLD_AUDIT_TRIGGER");

    Request holdRequest = new Request.Builder()
            .url(BASE_URL + "/contact-center/contacts/" + contactId)
            .put(RequestBody.create(MediaType.get("application/json"), gson.toJson(payload)))
            .addHeader("Authorization", "Bearer " + token)
            .addHeader("Content-Type", "application/json")
            .build();

    try (Response response = httpClient.newCall(holdRequest).execute()) {
        if (response.code() == 403) {
            throw new IOException("Insufficient permissions to apply legal hold to contact " + contactId);
        }
        if (!response.isSuccessful()) {
            throw new IOException("Legal hold update failed: " + response.code());
        }
    }
}

Step 4: Construct Audit Payload and Trigger External Webhook

The final step calculates audit latency, packages the compliant batch with campaign references, and POSTs the payload to an external legal discovery platform. You must verify the webhook response and log metrics for campaign efficiency tracking.

Required scope: manage:webhooks (for registration), external endpoint credentials

public void submitAuditPayload(Map<String, Object> auditContext, String externalWebhookUrl, long startTimeNanos) throws IOException {
    long endTimeNanos = System.nanoTime();
    double latencyMs = (endTimeNanos - startTimeNanos) / 1_000_000.0;

    // Construct audit payload
    JsonObject auditPayload = new JsonObject();
    auditPayload.addProperty("auditId", UUID.randomUUID().toString());
    auditPayload.addProperty("campaignId", auditContext.get("campaignId").toString());
    auditPayload.addProperty("campaignName", auditContext.get("campaignName").toString());
    auditPayload.addProperty("auditTimestamp", Instant.now().toString());
    auditPayload.addProperty("auditLatencyMs", latencyMs);
    auditPayload.addProperty("completenessRate", (double) auditContext.get("completenessRate"));
    auditPayload.addProperty("totalProcessed", (int) auditContext.get("totalRecords"));
    auditPayload.addProperty("compliantCount", (int) auditContext.get("validRecords"));

    JsonArray recordsArray = new JsonArray();
    List<Map<String, Object>> batch = (List<Map<String, Object>>) auditContext.get("compliantBatch");
    for (Map<String, Object> record : batch) {
        recordsArray.add(gson.toJsonTree(record));
    }
    auditPayload.add("auditRecords", recordsArray);

    Request webhookRequest = new Request.Builder()
            .url(externalWebhookUrl)
            .post(RequestBody.create(MediaType.get("application/json"), gson.toJson(auditPayload)))
            .addHeader("Content-Type", "application/json")
            .addHeader("X-Audit-Source", "CXone-Outbound-Compliance")
            .build();

    try (Response response = httpClient.newCall(webhookRequest).execute()) {
        if (!response.isSuccessful()) {
            throw new IOException("External webhook submission failed: " + response.code() + " " + response.message());
        }
        System.out.println("Audit payload submitted successfully. Latency: " + String.format("%.2f", latencyMs) + "ms");
        System.out.println("Completeness Rate: " + String.format("%.2f%%", (double) auditContext.get("completenessRate") * 100));
    }
}

Complete Working Example

import okhttp3.*;
import com.google.gson.*;
import java.io.IOException;
import java.time.Instant;
import java.util.*;
import java.util.concurrent.TimeUnit;

public class CxoneComplianceAuditor {
    private final OkHttpClient httpClient;
    private final CxoneAuthManager authManager;
    private final Gson gson;
    private static final String BASE_URL = "https://api.mynicecx.com/api/v2";

    public CxoneComplianceAuditor(String clientId, String clientSecret) {
        this.authManager = new CxoneAuthManager(clientId, clientSecret);
        this.gson = new GsonBuilder().setPrettyPrinting().create();
        this.httpClient = new OkHttpClient.Builder()
                .connectTimeout(15, TimeUnit.SECONDS)
                .readTimeout(30, TimeUnit.SECONDS)
                .retryOnConnectionFailure(true)
                .build();
    }

    public static void main(String[] args) {
        if (args.length < 2) {
            System.err.println("Usage: java CxoneComplianceAuditor <client_id> <client_secret>");
            System.exit(1);
        }
        
        String campaignId = "YOUR_CAMPAIGN_ID";
        String externalWebhookUrl = "https://your-legal-discovery-platform.com/api/v1/audit-ingest";
        int maxRetentionDays = 365;
        int maxBatchSize = 100;

        CxoneComplianceAuditor auditor = new CxoneComplianceAuditor(args[0], args[1]);
        
        try {
            long start = System.nanoTime();
            Map<String, Object> context = auditor.fetchCampaignAndContacts(campaignId);
            context = auditor.validateRecordingsAndConsent(context);
            context = auditor.validateRetentionAndApplyLegalHolds(context, maxRetentionDays, maxBatchSize);
            auditor.submitAuditPayload(context, externalWebhookUrl, start);
        } catch (Exception e) {
            System.err.println("Audit pipeline failed: " + e.getMessage());
            e.printStackTrace();
        }
    }

    public Map<String, Object> fetchCampaignAndContacts(String campaignId) throws IOException {
        String token = authManager.getAccessToken();
        Request campaignRequest = new Request.Builder()
                .url(BASE_URL + "/outbound/campaigns/" + campaignId)
                .get()
                .addHeader("Authorization", "Bearer " + token)
                .addHeader("Accept", "application/json")
                .build();

        Map<String, Object> auditContext = new HashMap<>();
        try (Response campaignResponse = httpClient.newCall(campaignRequest).execute()) {
            if (!campaignResponse.isSuccessful()) {
                throw new IOException("Campaign fetch failed: " + campaignResponse.code() + " " + campaignResponse.message());
            }
            JsonObject campaignJson = JsonParser.parseString(campaignResponse.body().string()).getAsJsonObject();
            
            if (!campaignJson.has("contactLists") || !campaignJson.get("contactLists").isJsonArray()) {
                throw new IllegalStateException("Invalid campaign schema: missing or malformed contactLists array");
            }
            
            JsonArray contactLists = campaignJson.getAsJsonArray("contactLists");
            if (contactLists.size() == 0) {
                throw new IllegalStateException("Campaign has no associated contact lists");
            }
            
            String contactListId = contactLists.get(0).getAsJsonObject().get("id").getAsString();
            auditContext.put("campaignId", campaignId);
            auditContext.put("contactListId", contactListId);
            auditContext.put("campaignName", campaignJson.get("name").getAsString());
        }

        List<Map<String, Object>> contacts = new ArrayList<>();
        String nextPageToken = null;
        int maxPages = 5;
        int currentPage = 0;

        while (currentPage < maxPages) {
            String url = BASE_URL + "/outbound/contactlists/" + auditContext.get("contactListId") + "/contacts?pageSize=25";
            if (nextPageToken != null) {
                url += "&pageToken=" + nextPageToken;
            }

            Request contactsRequest = new Request.Builder()
                    .url(url)
                    .get()
                    .addHeader("Authorization", "Bearer " + token)
                    .addHeader("Accept", "application/json")
                    .build();

            try (Response contactsResponse = httpClient.newCall(contactsRequest).execute()) {
                if (contactsResponse.code() == 429) {
                    String retryAfter = contactsResponse.header("Retry-After");
                    long sleepMs = retryAfter != null ? Long.parseLong(retryAfter) * 1000 : (long) Math.pow(2, currentPage) * 1000;
                    Thread.sleep(sleepMs);
                    continue;
                }
                if (!contactsResponse.isSuccessful()) {
                    throw new IOException("Contact list fetch failed: " + contactsResponse.code());
                }

                JsonObject contactsJson = JsonParser.parseString(contactsResponse.body().string()).getAsJsonObject();
                JsonArray entities = contactsJson.getAsJsonArray("entities");
                for (JsonElement entity : entities) {
                    contacts.add(gson.fromJson(entity, Map.class));
                }
                nextPageToken = contactsJson.has("nextPageToken") ? contactsJson.get("nextPageToken").getAsString() : null;
                currentPage++;
            }
        }
        auditContext.put("contacts", contacts);
        return auditContext;
    }

    public Map<String, Object> validateRecordingsAndConsent(Map<String, Object> auditContext) throws IOException {
        String token = authManager.getAccessToken();
        List<Map<String, Object>> contacts = (List<Map<String, Object>>) auditContext.get("contacts");
        List<Map<String, Object>> auditRecords = new ArrayList<>();

        for (Map<String, Object> contact : contacts) {
            String contactId = (String) contact.get("id");
            String phoneNumber = (String) contact.get("phoneNumber");
            Boolean isOptedOut = contact.containsKey("optOut") && (Boolean) contact.get("optOut");
            String consentTimestamp = null;
            
            if (contact.containsKey("consentTimestamp")) {
                consentTimestamp = (String) contact.get("consentTimestamp");
            }

            JsonObject recordingQuery = new JsonObject();
            recordingQuery.addProperty("pageSize", 10);
            JsonObject filters = new JsonObject();
            filters.addProperty("number", phoneNumber);
            recordingQuery.add("filters", filters);

            Request recordingRequest = new Request.Builder()
                    .url(BASE_URL + "/recordings/search")
                    .post(RequestBody.create(MediaType.get("application/json"), gson.toJson(recordingQuery)))
                    .addHeader("Authorization", "Bearer " + token)
                    .addHeader("Accept", "application/json")
                    .addHeader("Content-Type", "application/json")
                    .build();

            try (Response recordingResponse = httpClient.newCall(recordingRequest).execute()) {
                if (recordingResponse.code() == 429) {
                    Thread.sleep(2000);
                }
                
                Map<String, Object> recordAudit = new HashMap<>();
                recordAudit.put("contactId", contactId);
                recordAudit.put("phoneNumber", phoneNumber);
                recordAudit.put("consentTimestamp", consentTimestamp);
                recordAudit.put("isOptedOut", isOptedOut);
                recordAudit.put("recordings", new ArrayList<>());

                if (recordingResponse.isSuccessful()) {
                    JsonObject recJson = JsonParser.parseString(recordingResponse.body().string()).getAsJsonObject();
                    JsonArray entities = recJson.getAsJsonArray("entities");
                    List<Map<String, Object>> uriMatrix = new ArrayList<>();
                    
                    for (JsonElement rec : entities) {
                        JsonObject recObj = rec.getAsJsonObject();
                        Map<String, Object> uriEntry = new HashMap<>();
                        uriEntry.put("recordingId", recObj.get("id").getAsString());
                        uriEntry.put("uri", recObj.get("recordingUri").getAsString());
                        uriEntry.put("startTime", recObj.get("startTime").getAsString());
                        uriEntry.put("duration", recObj.get("duration").getAsInt());
                        uriMatrix.add(uriEntry);
                    }
                    recordAudit.put("recordings", uriMatrix);
                    recordAudit.put("syncStatus", uriMatrix.size() > 0 ? "SYNCED" : "MISSING");
                } else {
                    recordAudit.put("syncStatus", "ERROR");
                }
                auditRecords.add(recordAudit);
            }
        }
        auditContext.put("auditRecords", auditRecords);
        return auditContext;
    }

    public Map<String, Object> validateRetentionAndApplyLegalHolds(Map<String, Object> auditContext, int maxRetentionDays, int maxBatchSize) throws IOException {
        List<Map<String, Object>> auditRecords = (List<Map<String, Object>>) auditContext.get("auditRecords");
        String token = authManager.getAccessToken();
        int validCount = 0;
        int totalRecords = auditRecords.size();
        List<Map<String, Object>> compliantBatch = new ArrayList<>();

        for (Map<String, Object> record : auditRecords) {
            Boolean isOptedOut = (Boolean) record.get("isOptedOut");
            String consentTs = (String) record.get("consentTimestamp");
            String syncStatus = (String) record.get("syncStatus");

            if (isOptedOut) {
                triggerLegalHold((String) record.get("contactId"), token);
                continue;
            }

            boolean consentValid = consentTs != null && !consentTs.isEmpty();
            boolean syncValid = "SYNCED".equals(syncStatus);

            if (consentValid && syncValid) {
                validCount++;
                compliantBatch.add(record);
            }

            if (compliantBatch.size() >= maxBatchSize) {
                break;
            }
        }

        auditContext.put("compliantBatch", compliantBatch);
        auditContext.put("totalRecords", totalRecords);
        auditContext.put("validRecords", validCount);
        auditContext.put("completenessRate", totalRecords > 0 ? (double) validCount / totalRecords : 0.0);
        return auditContext;
    }

    private void triggerLegalHold(String contactId, String token) throws IOException {
        JsonObject payload = new JsonObject();
        payload.addProperty("status", "HOLD");
        payload.addProperty("reason", "LEGAL_HOLD_AUDIT_TRIGGER");

        Request holdRequest = new Request.Builder()
                .url(BASE_URL + "/contact-center/contacts/" + contactId)
                .put(RequestBody.create(MediaType.get("application/json"), gson.toJson(payload)))
                .addHeader("Authorization", "Bearer " + token)
                .addHeader("Content-Type", "application/json")
                .build();

        try (Response response = httpClient.newCall(holdRequest).execute()) {
            if (response.code() == 403) {
                throw new IOException("Insufficient permissions to apply legal hold to contact " + contactId);
            }
            if (!response.isSuccessful()) {
                throw new IOException("Legal hold update failed: " + response.code());
            }
        }
    }

    public void submitAuditPayload(Map<String, Object> auditContext, String externalWebhookUrl, long startTimeNanos) throws IOException {
        long endTimeNanos = System.nanoTime();
        double latencyMs = (endTimeNanos - startTimeNanos) / 1_000_000.0;

        JsonObject auditPayload = new JsonObject();
        auditPayload.addProperty("auditId", UUID.randomUUID().toString());
        auditPayload.addProperty("campaignId", auditContext.get("campaignId").toString());
        auditPayload.addProperty("campaignName", auditContext.get("campaignName").toString());
        auditPayload.addProperty("auditTimestamp", Instant.now().toString());
        auditPayload.addProperty("auditLatencyMs", latencyMs);
        auditPayload.addProperty("completenessRate", (double) auditContext.get("completenessRate"));
        auditPayload.addProperty("totalProcessed", (int) auditContext.get("totalRecords"));
        auditPayload.addProperty("compliantCount", (int) auditContext.get("validRecords"));

        JsonArray recordsArray = new JsonArray();
        List<Map<String, Object>> batch = (List<Map<String, Object>>) auditContext.get("compliantBatch");
        for (Map<String, Object> record : batch) {
            recordsArray.add(gson.toJsonTree(record));
        }
        auditPayload.add("auditRecords", recordsArray);

        Request webhookRequest = new Request.Builder()
                .url(externalWebhookUrl)
                .post(RequestBody.create(MediaType.get("application/json"), gson.toJson(auditPayload)))
                .addHeader("Content-Type", "application/json")
                .addHeader("X-Audit-Source", "CXone-Outbound-Compliance")
                .build();

        try (Response response = httpClient.newCall(webhookRequest).execute()) {
            if (!response.isSuccessful()) {
                throw new IOException("External webhook submission failed: " + response.code() + " " + response.message());
            }
            System.out.println("Audit payload submitted successfully. Latency: " + String.format("%.2f", latencyMs) + "ms");
            System.out.println("Completeness Rate: " + String.format("%.2f%%", (double) auditContext.get("completenessRate") * 100));
        }
    }
}

class CxoneAuthManager {
    private static final String TOKEN_URL = "https://api.mynicecx.com/api/v2/oauth/token";
    private final String clientId;
    private final String clientSecret;
    private final OkHttpClient httpClient;
    private volatile String cachedToken;
    private volatile Instant tokenExpiry;

    public CxoneAuthManager(String clientId, String clientSecret) {
        this.clientId = clientId;
        this.clientSecret = clientSecret;
        this.httpClient = new OkHttpClient.Builder()
                .connectTimeout(10, TimeUnit.SECONDS)
                .readTimeout(10, TimeUnit.SECONDS)
                .build();
        this.cachedToken = null;
        this.tokenExpiry = Instant.now();
    }

    public String getAccessToken() throws IOException {
        if (cachedToken != null && Instant.now().isBefore(tokenExpiry.minusSeconds(30))) {
            return cachedToken;
        }
        return refreshToken();
    }

    private String refreshToken() throws IOException {
        RequestBody formBody = new FormBody.Builder()
                .add("grant_type", "client_credentials")
                .add("client_id", clientId)
                .add("client_secret", clientSecret)
                .build();

        Request request = new Request.Builder()
                .url(TOKEN_URL)
                .post(formBody)
                .addHeader("Content-Type", "application/x-www-form-urlencoded")
                .build();

        try (Response response = httpClient.newCall(request).execute()) {
            if (!response.isSuccessful()) {
                throw new IOException("OAuth token request failed with code: " + response.code());
            }
            JsonObject json = JsonParser.parseString(response.body().string()).getAsJsonObject();
            cachedToken = json.get("access_token").getAsString();
            int expiresIn = json.get("expires_in").getAsInt();
            tokenExpiry = Instant.now().plusSeconds(expiresIn);
            return cachedToken;
        }
    }
}

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth token has expired, the client credentials are invalid, or the Authorization header is malformed.
• Fix: Ensure the CxoneAuthManager caches tokens correctly and refreshes before expiration. Verify the client_id and client_secret match the CXone API client configuration. Check that the Bearer prefix contains a single space.

Error: 403 Forbidden

• Cause: The API client lacks the required OAuth scope for the endpoint.
• Fix: Update the API client in the CXone admin console to include view:campaign, view:contact-list, view:recordings, and manage:webhooks. Re-authenticate after scope changes.

Error: 429 Too Many Requests

• Cause: Rate limit threshold exceeded for the tenant or specific API path.
• Fix: The implementation includes Retry-After header parsing and exponential backoff. If failures persist, reduce pageSize parameters, introduce fixed delays between paginated calls, or request a rate limit increase from CXone support.

Error: 500 Internal Server Error or 503 Service Unavailable

• Cause: CXone backend transient failure or recording search index lag.
• Fix: Implement circuit breaker logic for recording queries. Retry with jitter. If recording URIs return empty, verify that call recording is enabled for the campaign and that the recording retention policy has not expired.

Official References

• CXone Outbound Campaigns API
• CXone Contact Lists API
• CXone Recordings Search API
• CXone OAuth 2.0 Authentication
• CXone Platform Webhooks API