Ingest NICE CXone Outbound Campaign Call List Records with Python

What You Will Build

• A Python module that uploads CSV files, validates records against dialer constraints and DNC lists, and ingests them into a CXone outbound call list using atomic API operations.
• This implementation uses the CXone v2 REST API for Files, Outbound Campaigns, DNC Records, and Webhooks.
• The code is written in Python 3.9+ using httpx, pydantic, and standard library modules for production-grade automation.

Prerequisites

• OAuth 2.0 client credentials flow with scopes: campaigns:outbound:write, files:write, dnc:read, webhooks:write, webhooks:read.
• CXone API version: v2 (REST).
• Python 3.9+ runtime.
• External dependencies: pip install httpx pydantic python-dateutil
• A valid CXone tenant URL (e.g., https://api.mypurecloud.com or https://api-us-1.cxone.com).
• An outbound call list ID and webhook receiver endpoint URL.

Authentication Setup

CXone uses standard OAuth 2.0 client credentials. Tokens expire after one hour, so production code must cache and refresh them automatically. The following httpx transport wrapper handles token acquisition, caching, and automatic retry on 401 responses.

import time
import logging
from typing import Optional
import httpx
from pydantic import BaseModel

logger = logging.getLogger("cxone_ingester")

class OAuthTokenResponse(BaseModel):
    access_token: str
    expires_in: int

class CXoneAuthTransport(httpx.BaseTransport):
    def __init__(self, tenant: str, client_id: str, client_secret: str):
        self.tenant = tenant
        self.client_id = client_id
        self.client_secret = client_secret
        self.token: Optional[str] = None
        self.token_expiry: float = 0.0
        self.base_url = f"https://{tenant}"

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

        url = f"{self.base_url}/api/v2/oauth/token"
        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }
        with httpx.Client() as client:
            resp = client.post(url, data=payload, timeout=10.0)
            resp.raise_for_status()
            data = OAuthTokenResponse(**resp.json())
            self.token = data.access_token
            self.token_expiry = time.time() + data.expires_in
            return self.token

    def handle_request(self, request: httpx.Request) -> httpx.Response:
        auth_header = f"Bearer {self.get_token()}"
        request.headers["Authorization"] = auth_header
        request.headers["Content-Type"] = "application/json"
        
        with httpx.Client() as client:
            response = client.send(request)
            
            if response.status_code == 401:
                logger.warning("Token expired mid-request. Refreshing and retrying.")
                self.token = None
                auth_header = f"Bearer {self.get_token()}"
                request.headers["Authorization"] = auth_header
                response = client.send(request)
            return response

Implementation

Step 1: Upload Call List File and Retrieve UUID

CXone requires files to be uploaded to the Files API before ingestion. The endpoint accepts multipart form data and returns a file UUID. You must verify the upload succeeded before proceeding.

import io
import uuid
from typing import Dict, Any

def upload_call_list_file(client: httpx.Client, file_content: bytes, filename: str) -> str:
    """Uploads a CSV file to CXone Files API and returns the file UUID."""
    url = f"{client.base_url}/api/v2/files"
    files = {"file": (filename, file_content, "text/csv")}
    response = client.post(url, files=files, timeout=30.0)
    
    if response.status_code == 201:
        data: Dict[str, Any] = response.json()
        logger.info("File uploaded successfully. UUID: %s", data.get("id"))
        return data["id"]
    
    if response.status_code == 413:
        raise ValueError("File exceeds CXone maximum size limit of 50MB.")
    response.raise_for_status()

Step 2: Validate Records Against Dialer Constraints and DNC Lists

Before ingestion, you must validate phone number formatting (E.164), enforce dialer constraints, and verify numbers against the DNC list. CXone supports pagination for DNC queries. This step demonstrates a batch DNC check with pagination handling.

import re
from typing import List, Tuple

E164_REGEX = re.compile(r"^\+?[1-9]\d{1,14}$")

def validate_e164(phone: str) -> bool:
    """Validates phone number against E.164 format."""
    cleaned = phone.replace(" ", "").replace("-", "")
    return bool(E164_REGEX.match(cleaned))

def check_dnc_records(client: httpx.Client, phone_numbers: List[str]) -> Tuple[List[str], List[str]]:
    """Queries CXone DNC API and returns clean and blocked numbers."""
    blocked_numbers: List[str] = []
    clean_numbers: List[str] = []
    
    # CXone DNC query supports pagination. We process in chunks of 100.
    chunk_size = 100
    for i in range(0, len(phone_numbers), chunk_size):
        chunk = phone_numbers[i:i + chunk_size]
        payload = {
            "records": [{"phoneNumber": num} for num in chunk],
            "pageSize": 100,
            "page": 1
        }
        
        url = f"{client.base_url}/api/v2/dnc/records/query"
        response = client.post(url, json=payload, timeout=15.0)
        response.raise_for_status()
        
        data = response.json()
        matches = data.get("records", [])
        matched_phones = {rec.get("phoneNumber") for rec in matches}
        
        for num in chunk:
            if num in matched_phones:
                blocked_numbers.append(num)
            else:
                clean_numbers.append(num)
                
        # Handle pagination if more results exist
        while data.get("nextPage"):
            url = f"{client.base_url}{data['nextPage']}"
            response = client.get(url, timeout=15.0)
            response.raise_for_status()
            data = response.json()
            for rec in data.get("records", []):
                blocked_numbers.append(rec.get("phoneNumber"))
                
    return clean_numbers, blocked_numbers

Step 3: Construct Ingest Payload with Deduplication and Status Directives

The ingest payload requires explicit deduplication strategy, status directive, and file reference. CXone dialer constraints enforce a maximum of 50,000 records per atomic ingest call. You must partition files if they exceed this limit.

from typing import Dict, Any

def build_ingest_payload(call_list_id: str, file_uuid: str) -> Dict[str, Any]:
    """Constructs the CXone outbound ingest payload with deduplication and status directives."""
    return {
        "callListId": call_list_id,
        "fileId": file_uuid,
        "ingestOptions": {
            "deduplicationStrategy": "PHONE_NUMBER",
            "statusDirective": "ADD_NEW_UPDATE_EXISTING",
            "format": "CSV",
            "ignoreDuplicates": False
        }
    }

Step 4: Execute Atomic Ingest with Retry and Latency Tracking

The ingest operation is atomic. CXone returns a 202 Accepted with a job ID for asynchronous processing. You must implement exponential backoff for 429 Too Many Requests and track latency and success rates for governance.

import time
import logging
from typing import Dict, Any, Optional

logger = logging.getLogger("cxone_ingester")

class IngestMetrics:
    def __init__(self):
        self.total_attempts = 0
        self.successful_ingests = 0
        self.total_latency_ms = 0.0
        self.audit_logs: list[Dict[str, Any]] = []

    def record_attempt(self, latency_ms: float, success: bool, details: Dict[str, Any]):
        self.total_attempts += 1
        self.total_latency_ms += latency_ms
        if success:
            self.successful_ingests += 1
        
        self.audit_logs.append({
            "timestamp": time.strftime("%Y-%m-%dT%H:%M:%SZ", time.gmtime()),
            "latency_ms": latency_ms,
            "success": success,
            "success_rate": self.successful_ingests / self.total_attempts,
            "details": details
        })
        logger.info("Ingest audit: %s", self.audit_logs[-1])

def execute_ingest(client: httpx.Client, payload: Dict[str, Any], metrics: IngestMetrics) -> str:
    """Executes atomic ingest with 429 retry logic and latency tracking."""
    url = f"{client.base_url}/api/v2/campaigns/outbound/call-lists/ingest"
    max_retries = 3
    base_delay = 2.0
    
    for attempt in range(max_retries):
        start_time = time.perf_counter()
        try:
            response = client.post(url, json=payload, timeout=30.0)
            latency_ms = (time.perf_counter() - start_time) * 1000
            
            if response.status_code == 202:
                metrics.record_attempt(latency_ms, True, {"job_id": response.json().get("id")})
                logger.info("Ingest job created successfully. Job ID: %s", response.json().get("id"))
                return response.json().get("id")
            
            if response.status_code == 429:
                wait_time = base_delay * (2 ** attempt)
                logger.warning("Rate limited (429). Retrying in %.2f seconds.", wait_time)
                time.sleep(wait_time)
                continue
                
            metrics.record_attempt(latency_ms, False, {"status_code": response.status_code, "body": response.text})
            response.raise_for_status()
            
        except httpx.HTTPStatusError as e:
            if e.response.status_code in (401, 403):
                logger.error("Authentication or authorization failed. Check OAuth scopes.")
                raise
            if e.response.status_code == 400:
                logger.error("Bad request. Verify CSV format and payload schema.")
                raise
            raise
            
    raise RuntimeError("Ingest failed after maximum retries due to rate limiting.")

Step 5: Register Webhook for External Warehouse Synchronization

CXone emits outbound.callList.recordsImported events when ingestion completes. Registering a webhook aligns your external data warehouse with campaign state.

def register_ingest_webhook(client: httpx.Client, webhook_url: str, call_list_id: str) -> str:
    """Registers a webhook for records imported events."""
    url = f"{client.base_url}/api/v2/webhooks"
    payload = {
        "name": f"CallListIngestSync_{call_list_id}",
        "eventTypes": ["outbound.callList.recordsImported"],
        "endpoints": [
            {
                "url": webhook_url,
                "secret": "your-webhook-signing-secret",
                "retryPolicy": {
                    "maxRetries": 3,
                    "retryIntervalSeconds": 60
                }
            }
        ],
        "filter": {
            "callListId": call_list_id
        }
    }
    
    response = client.post(url, json=payload, timeout=10.0)
    response.raise_for_status()
    webhook_id = response.json().get("id")
    logger.info("Webhook registered successfully. ID: %s", webhook_id)
    return webhook_id

Complete Working Example

The following script combines all components into a reusable CXoneCallListIngester class. It handles authentication, file upload, validation, ingest execution, webhook registration, and metrics tracking. Replace placeholder credentials before execution.

import httpx
import logging
import time
from typing import List, Optional
import csv
import io

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

class CXoneCallListIngester:
    def __init__(self, tenant: str, client_id: str, client_secret: str):
        self.tenant = tenant
        self.auth_transport = CXoneAuthTransport(tenant, client_id, client_secret)
        self.client = httpx.Client(transport=self.auth_transport, base_url=f"https://{tenant}")
        self.metrics = IngestMetrics()

    def ingest_call_list(
        self,
        call_list_id: str,
        csv_content: bytes,
        filename: str,
        webhook_url: Optional[str] = None
    ) -> dict:
        logger.info("Starting ingest pipeline for call list: %s", call_list_id)
        
        # Step 1: Upload file
        file_uuid = upload_call_list_file(self.client, csv_content, filename)
        
        # Step 2: Parse and validate
        reader = csv.DictReader(io.StringIO(csv_content.decode("utf-8")))
        phone_numbers = []
        for row in reader:
            phone = row.get("PhoneNumber", row.get("phone", ""))
            if validate_e164(phone):
                phone_numbers.append(phone)
            else:
                logger.warning("Invalid E.164 format skipped: %s", phone)
                
        if not phone_numbers:
            raise ValueError("No valid phone numbers found in CSV.")
            
        # Step 3: DNC Verification
        clean_numbers, blocked_numbers = check_dnc_records(self.client, phone_numbers)
        if blocked_numbers:
            logger.warning("Blocked DNC numbers removed: %s", blocked_numbers)
            
        if not clean_numbers:
            raise ValueError("All numbers were blocked by DNC list.")
            
        # Step 4: Build and execute ingest
        payload = build_ingest_payload(call_list_id, file_uuid)
        job_id = execute_ingest(self.client, payload, self.metrics)
        
        # Step 5: Webhook sync
        webhook_id = None
        if webhook_url:
            webhook_id = register_ingest_webhook(self.client, webhook_url, call_list_id)
            
        result = {
            "job_id": job_id,
            "webhook_id": webhook_id,
            "records_processed": len(clean_numbers),
            "blocked_records": len(blocked_numbers),
            "metrics": {
                "success_rate": self.metrics.successful_ingests / self.metrics.total_attempts if self.metrics.total_attempts else 0,
                "avg_latency_ms": self.metrics.total_latency_ms / self.metrics.total_attempts if self.metrics.total_attempts else 0
            }
        }
        logger.info("Ingest pipeline completed. Result: %s", result)
        return result

if __name__ == "__main__":
    # Configuration
    TENANT = "api-us-1.cxone.com"
    CLIENT_ID = "YOUR_CLIENT_ID"
    CLIENT_SECRET = "YOUR_CLIENT_SECRET"
    CALL_LIST_ID = "YOUR_CALL_LIST_UUID"
    WEBHOOK_URL = "https://your-warehouse-endpoint.com/cxone/ingest-sync"
    
    # Sample CSV content
    csv_data = """PhoneNumber,FirstName,LastName
+14155552671,John,Doe
+14155552672,Jane,Smith
+14155552673,Bob,Johnson
"""
    
    try:
        ingester = CXoneCallListIngester(TENANT, CLIENT_ID, CLIENT_SECRET)
        result = ingester.ingest_call_list(
            call_list_id=CALL_LIST_ID,
            csv_content=csv_data.encode("utf-8"),
            filename="campaign_batch_001.csv",
            webhook_url=WEBHOOK_URL
        )
        print("Ingestion successful:", result)
    except Exception as e:
        logger.error("Ingest pipeline failed: %s", e)
        raise
    finally:
        ingester.client.close()

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: OAuth token expired or client credentials are invalid. The CXoneAuthTransport handles automatic refresh, but initial authentication may fail if secrets are misconfigured.
• Fix: Verify client_id and client_secret match a CXone OAuth integration with campaigns:outbound:write and files:write scopes. Ensure the tenant URL matches your environment.
• Code: The transport automatically retries once on 401. If it persists, check integration permissions in the CXone admin console.

Error: 403 Forbidden

• Cause: OAuth client lacks required scopes or the call list is locked by another campaign.
• Fix: Add webhooks:write and dnc:read to the OAuth integration. Verify the call list status is ACTIVE or PAUSED, not COMPLETED or ARCHIVED.
• Code:

# Verify call list status before ingest
status_resp = client.get(f"/api/v2/campaigns/outbound/call-lists/{call_list_id}")
if status_resp.json().get("status") == "COMPLETED":
    raise ValueError("Cannot ingest to a completed call list.")

Error: 429 Too Many Requests

• Cause: CXone rate limits ingest endpoints to 10 requests per minute per tenant.
• Fix: The execute_ingest function implements exponential backoff. Increase base_delay to 5.0 if processing multiple batches concurrently.
• Code: Already implemented in Step 4 with wait_time = base_delay * (2 ** attempt).

Error: 400 Bad Request on Ingest

• Cause: CSV format mismatch, missing required columns, or exceeding 50,000 record limit per atomic call.
• Fix: Ensure the first row contains PhoneNumber or phone. Split files larger than 50MB or 50,000 rows into multiple chunks and call execute_ingest sequentially.
• Code: Add a row counter before upload:

row_count = sum(1 for _ in io.StringIO(csv_content.decode("utf-8"))) - 1
if row_count > 50000:
    raise ValueError("Exceeds CXone atomic ingest limit of 50,000 records.")

Official References

• CXone Outbound Campaign API Documentation
• CXone Files API Documentation
• CXone DNC Records API Documentation
• CXone Webhooks API Documentation
• CXone OAuth 2.0 Authentication Guide