Automate Genesys Cloud Outbound Compliance Validation with Python

What You Will Build

This script polls the Genesys Cloud Outbound Campaign API, compares segment caller IDs against a regulatory whitelist, and automatically deactivates non-compliant segments. It uses the Genesys Cloud REST API via Python with explicit HTTP cycle control. The tutorial covers service account authentication, pagination, 429 retry logic, and idempotent segment status updates.

Prerequisites

• OAuth client type: Service Account (Client Credentials)
• Required scopes: outbound:campaign:read, outbound:campaign:write, outbound:segment:read, outbound:segment:write
• SDK version: Genesys Cloud Python SDK genesyscloud v2.0+ (referenced for class names, tutorial uses httpx for explicit HTTP control)
• Language/runtime: Python 3.9+
• External dependencies: pip install httpx pydantic typing-extensions

Authentication Setup

The Client Credentials flow returns a short-lived access token. Production scripts must cache the token and handle expiration gracefully. The following implementation fetches the token, stores it in memory, and refreshes automatically when a 401 Unauthorized response occurs.

import httpx
import time
import logging
from typing import Optional

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

CLIENT_ID: str = "your_client_id"
CLIENT_SECRET: str = "your_client_secret"
BASE_URL: str = "https://api.mypurecloud.com"
AUTH_URL: str = "https://login.mypurecloud.com/oauth/token"

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, auth_url: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.auth_url = auth_url
        self.token: Optional[str] = None
        self.token_expiry: float = 0.0

    def _fetch_token(self) -> str:
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        response = httpx.post(self.auth_url, data=payload, timeout=10.0)
        response.raise_for_status()
        data = response.json()
        self.token = data["access_token"]
        self.token_expiry = time.time() + data["expires_in"]
        return self.token

    def get_token(self) -> str:
        if self.token and time.time() < self.token_expiry - 60:
            return self.token
        return self._fetch_token()

    def build_headers(self) -> dict:
        return {
            "Authorization": f"Bearer {self.get_token()}",
            "Content-Type": "application/json",
            "Accept": "application/json"
        }

OAuth Scope Verification: The token must include outbound:campaign:read and outbound:segment:write. Verify by decoding the JWT payload at jwt.io or inspecting the scope claim. Missing scopes return 403 Forbidden on subsequent API calls.

Implementation

Step 1: Fetch Outbound Campaigns and Segments with Pagination

The /api/v2/outbound/campaigns endpoint returns a paginated list. Each campaign requires a separate call to /api/v2/outbound/campaigns/{campaignId}/segments to retrieve caller assignments. The following code implements safe pagination and handles 429 Too Many Requests with exponential backoff.

from httpx import RetryTransport

def create_client(auth: GenesysAuth) -> httpx.Client:
    retry_transport = RetryTransport(
        retries=3,
        allowed_methods=["GET", "PUT", "POST"],
        status_codes=[429, 500, 502, 503]
    )
    return httpx.Client(
        transport=retry_transport,
        base_url=BASE_URL,
        headers=auth.build_headers(),
        timeout=15.0
    )

def fetch_all_campaigns(client: httpx.Client) -> list:
    campaigns = []
    page = 1
    page_size = 100
    
    while True:
        params = {"pageSize": page_size, "pageNumber": page}
        response = client.get("/api/v2/outbound/campaigns", params=params)
        
        if response.status_code == 401:
            client.headers.update(auth.build_headers())
            response = client.get("/api/v2/outbound/campaigns", params=params)
            
        response.raise_for_status()
        data = response.json()
        
        if not data:
            break
            
        campaigns.extend(data)
        if page * page_size >= len(data):
            break
        page += 1
        
    return campaigns

def fetch_campaign_segments(client: httpx.Client, campaign_id: str) -> list:
    response = client.get(f"/api/v2/outbound/campaigns/{campaign_id}/segments")
    if response.status_code == 401:
        client.headers.update(auth.build_headers())
        response = client.get(f"/api/v2/outbound/campaigns/{campaign_id}/segments")
    response.raise_for_status()
    return response.json()

Expected Response Structure:

[
  {
    "id": "campaign-uuid-1",
    "name": "Q3 Compliance Outreach",
    "campaignType": "PREDICTIVE"
  }
]

Segment response contains callers array with objects holding id and name. Pagination uses pageNumber and pageSize. The client automatically retries 429 responses with increasing delays.

Step 2: Cross-Reference Caller IDs Against Whitelist

Compliance validation requires comparing every caller ID in active segments against an approved list. The script filters segments that contain at least one non-whitelisted caller ID. This step operates on in-memory data to avoid unnecessary API writes.

WHITELISTED_CALLER_IDS: set = {"caller-id-001", "caller-id-002", "caller-id-003"}

def identify_non_compliant_segments(segments: list) -> list:
    non_compliant = []
    for segment in segments:
        if segment.get("status") != "active":
            continue
            
        segment_caller_ids = {c["id"] for c in segment.get("callers", [])}
        unauthorized = segment_caller_ids - WHITELISTED_CALLER_IDS
        
        if unauthorized:
            non_compliant.append({
                "segment": segment,
                "unauthorized_ids": unauthorized
            })
    return non_compliant

Non-Obvious Parameters: The callers array may contain legacy objects with callerId instead of id. Production environments should normalize this field before comparison. The status field determines whether the segment is currently dialing. Only active segments require validation.

Step 3: Block Non-Compliant Segments via PUT

Genesys requires the full segment object for PUT updates. The script fetches the current segment state, modifies the status field to inactive, and submits the update. Idempotency is enforced by checking the current status before writing.

def block_segment(client: httpx.Client, campaign_id: str, segment_id: str, segment_data: dict) -> bool:
    if segment_data.get("status") == "inactive":
        logging.info("Segment %s is already inactive. Skipping update.", segment_id)
        return False
        
    segment_data["status"] = "inactive"
    
    payload = {
        "id": segment_data["id"],
        "name": segment_data["name"],
        "status": "inactive",
        "campaign": {"id": campaign_id},
        "schedule": segment_data.get("schedule", {"id": "default"}),
        "callers": segment_data.get("callers", [])
    }
    
    response = client.put(
        f"/api/v2/outbound/campaigns/{campaign_id}/segments/{segment_id}",
        json=payload
    )
    
    if response.status_code == 401:
        client.headers.update(auth.build_headers())
        response = client.put(
            f"/api/v2/outbound/campaigns/{campaign_id}/segments/{segment_id}",
            json=payload
        )
        
    if response.status_code == 200:
        logging.info("Segment %s successfully deactivated.", segment_id)
        return True
    else:
        logging.error("Failed to deactivate segment %s. Status: %d, Body: %s", 
                      segment_id, response.status_code, response.text)
        return False

HTTP Request/Response Cycle:

PUT /api/v2/outbound/campaigns/campaign-uuid-1/segments/segment-uuid-1 HTTP/1.1
Host: api.mypurecloud.com
Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...
Content-Type: application/json

{
  "id": "segment-uuid-1",
  "name": "Morning Wave",
  "status": "inactive",
  "campaign": {"id": "campaign-uuid-1"},
  "schedule": {"id": "schedule-uuid"},
  "callers": [{"id": "caller-id-001"}]
}

Response: 200 OK with the updated segment object. The status field now reads inactive. Dialing for this segment stops immediately.

Complete Working Example

import httpx
import time
import logging
from typing import Optional

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

CLIENT_ID: str = "your_client_id"
CLIENT_SECRET: str = "your_client_secret"
BASE_URL: str = "https://api.mypurecloud.com"
AUTH_URL: str = "https://login.mypurecloud.com/oauth/token"
WHITELISTED_CALLER_IDS: set = {"caller-id-001", "caller-id-002", "caller-id-003"}

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, auth_url: str):
        self.client_id = client_id
        self.client_secret = client_secret
        self.auth_url = auth_url
        self.token: Optional[str] = None
        self.token_expiry: float = 0.0

    def _fetch_token(self) -> str:
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        response = httpx.post(self.auth_url, data=payload, timeout=10.0)
        response.raise_for_status()
        data = response.json()
        self.token = data["access_token"]
        self.token_expiry = time.time() + data["expires_in"]
        return self.token

    def get_token(self) -> str:
        if self.token and time.time() < self.token_expiry - 60:
            return self.token
        return self._fetch_token()

    def build_headers(self) -> dict:
        return {
            "Authorization": f"Bearer {self.get_token()}",
            "Content-Type": "application/json",
            "Accept": "application/json"
        }

def create_client(auth: GenesysAuth) -> httpx.Client:
    retry_transport = httpx.RetryTransport(
        retries=3,
        allowed_methods=["GET", "PUT"],
        status_codes=[429, 500, 502, 503]
    )
    return httpx.Client(
        transport=retry_transport,
        base_url=BASE_URL,
        headers=auth.build_headers(),
        timeout=15.0
    )

def fetch_all_campaigns(client: httpx.Client) -> list:
    campaigns = []
    page = 1
    page_size = 100
    
    while True:
        params = {"pageSize": page_size, "pageNumber": page}
        response = client.get("/api/v2/outbound/campaigns", params=params)
        
        if response.status_code == 401:
            client.headers.update(auth.build_headers())
            response = client.get("/api/v2/outbound/campaigns", params=params)
            
        response.raise_for_status()
        data = response.json()
        
        if not data:
            break
            
        campaigns.extend(data)
        if page * page_size >= len(data):
            break
        page += 1
        
    return campaigns

def fetch_campaign_segments(client: httpx.Client, campaign_id: str) -> list:
    response = client.get(f"/api/v2/outbound/campaigns/{campaign_id}/segments")
    if response.status_code == 401:
        client.headers.update(auth.build_headers())
        response = client.get(f"/api/v2/outbound/campaigns/{campaign_id}/segments")
    response.raise_for_status()
    return response.json()

def identify_non_compliant_segments(segments: list) -> list:
    non_compliant = []
    for segment in segments:
        if segment.get("status") != "active":
            continue
            
        segment_caller_ids = {c["id"] for c in segment.get("callers", [])}
        unauthorized = segment_caller_ids - WHITELISTED_CALLER_IDS
        
        if unauthorized:
            non_compliant.append({
                "segment": segment,
                "unauthorized_ids": unauthorized
            })
    return non_compliant

def block_segment(client: httpx.Client, campaign_id: str, segment_id: str, segment_data: dict) -> bool:
    if segment_data.get("status") == "inactive":
        logging.info("Segment %s is already inactive. Skipping update.", segment_id)
        return False
        
    segment_data["status"] = "inactive"
    
    payload = {
        "id": segment_data["id"],
        "name": segment_data["name"],
        "status": "inactive",
        "campaign": {"id": campaign_id},
        "schedule": segment_data.get("schedule", {"id": "default"}),
        "callers": segment_data.get("callers", [])
    }
    
    response = client.put(
        f"/api/v2/outbound/campaigns/{campaign_id}/segments/{segment_id}",
        json=payload
    )
    
    if response.status_code == 401:
        client.headers.update(auth.build_headers())
        response = client.put(
            f"/api/v2/outbound/campaigns/{campaign_id}/segments/{segment_id}",
            json=payload
        )
        
    if response.status_code == 200:
        logging.info("Segment %s successfully deactivated.", segment_id)
        return True
    else:
        logging.error("Failed to deactivate segment %s. Status: %d, Body: %s", 
                      segment_id, response.status_code, response.text)
        return False

def main():
    global auth
    auth = GenesysAuth(CLIENT_ID, CLIENT_SECRET, AUTH_URL)
    client = create_client(auth)
    
    try:
        logging.info("Fetching outbound campaigns...")
        campaigns = fetch_all_campaigns(client)
        logging.info("Found %d campaigns.", len(campaigns))
        
        total_blocked = 0
        for campaign in campaigns:
            campaign_id = campaign["id"]
            logging.info("Validating segments for campaign: %s", campaign["name"])
            
            segments = fetch_campaign_segments(client, campaign_id)
            non_compliant = identify_non_compliant_segments(segments)
            
            for item in non_compliant:
                segment = item["segment"]
                logging.warning("Non-compliant segment found: %s. Unauthorized IDs: %s", 
                               segment["name"], item["unauthorized_ids"])
                if block_segment(client, campaign_id, segment["id"], segment):
                    total_blocked += 1
                    
        logging.info("Compliance validation complete. Blocked %d segments.", total_blocked)
    except httpx.HTTPStatusError as e:
        logging.error("HTTP error during execution: %s", e.response.text)
    except Exception as e:
        logging.error("Unexpected error: %s", str(e))
    finally:
        client.close()

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The access token expired during a long-running pagination loop or the client credentials are invalid.
• Fix: The script automatically refreshes the token on 401 responses by calling auth.build_headers() and retrying the request. Ensure the service account has not been revoked in the Genesys Admin console.

Error: 403 Forbidden

• Cause: The OAuth token lacks outbound:campaign:write or outbound:segment:write scopes.
• Fix: Navigate to Admin > Security > OAuth Clients. Edit the service account and add the missing outbound scopes. Regenerate the token after scope changes.

Error: 429 Too Many Requests

• Cause: The script exceeded the Genesys rate limit (typically 100 requests per second per tenant for outbound APIs).
• Fix: The httpx.RetryTransport automatically backs off and retries 429 responses. If cascading failures occur, add a fixed time.sleep(0.5) between campaign iterations to smooth request bursts.

Error: 400 Bad Request or 409 Conflict

• Cause: The PUT payload contains missing required fields or attempts to update a segment that was modified concurrently.
• Fix: Always fetch the latest segment state before modifying it. Include campaign, schedule, and callers in the PUT body. Validate JSON structure against the Genesys Outbound Segment schema before submission.

Official References

• Genesys Cloud OAuth 2.0 Client Credentials Flow
• Outbound Campaigns API Documentation
• Outbound Segments API Documentation
• Python SDK Reference (genesyscloud)