Launching NICE CXone Predictive Outbound Campaigns with Go

What You Will Build

This tutorial builds a Go-based campaign launcher that constructs, validates, and atomically activates predictive outbound campaigns in NICE CXone. It uses the CXone Outbound Campaign API to submit launch payloads containing schedule matrices and activation directives. The implementation runs in Go and handles authentication, constraint validation, latency tracking, webhook synchronization, and audit logging.

Prerequisites

• OAuth 2.0 Client Credentials grant with scopes: outbound:campaign:write, outbound:campaign:read, outbound:campaign:launch
• CXone API environment identifier (e.g., us2.api.nice.com, eu1.api.nice.com)
• Go 1.21 or later
• Standard library dependencies: net/http, context, encoding/json, time, log/slog, fmt, os, sync, math
• External analytics webhook endpoint URL for event synchronization

Authentication Setup

CXone uses the standard OAuth 2.0 Client Credentials flow. The token endpoint requires a Basic Authorization header containing the base64-encoded client ID and secret. The request body must specify the grant type and required scopes. The following Go implementation fetches the token, caches it in memory, and refreshes it before expiration.

package main

import (
	"context"
	"encoding/base64"
	"encoding/json"
	"fmt"
	"io"
	"net/http"
	"sync"
	"time"
)

type OAuthConfig struct {
	Env         string
	ClientID    string
	ClientSecret string
}

type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int    `json:"expires_in"`
	TokenType   string `json:"token_type"`
}

type TokenCache struct {
	mu          sync.Mutex
	token       string
	expiresAt   time.Time
	lastRefresh time.Time
}

func NewTokenCache() *TokenCache {
	return &TokenCache{}
}

func (tc *TokenCache) GetToken(ctx context.Context, cfg OAuthConfig) (string, error) {
	tc.mu.Lock()
	defer tc.mu.Unlock()

	if tc.token != "" && time.Now().Before(tc.expiresAt.Add(-30*time.Second)) {
		return tc.token, nil
	}

	token, err := fetchOAuthToken(ctx, cfg)
	if err != nil {
		return "", fmt.Errorf("oauth token fetch failed: %w", err)
	}

	tc.token = token.AccessToken
	tc.expiresAt = time.Now().Add(time.Duration(token.ExpiresIn) * time.Second)
	tc.lastRefresh = time.Now()
	return tc.token, nil
}

func fetchOAuthToken(ctx context.Context, cfg OAuthConfig) (*TokenResponse, error) {
	auth := base64.StdEncoding.EncodeToString([]byte(fmt.Sprintf("%s:%s", cfg.ClientID, cfg.ClientSecret)))
	payload := fmt.Sprintf("grant_type=client_credentials&scope=outbound:campaign:write+outbound:campaign:read+outbound:campaign:launch")

	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("https://%s/oauth/token", cfg.Env), nil)
	if err != nil {
		return nil, fmt.Errorf("request creation failed: %w", err)
	}
	req.Header.Set("Authorization", fmt.Sprintf("Basic %s", auth))
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")
	req.Body = io.NopCloser([]byte(payload))

	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, fmt.Errorf("http request failed: %w", err)
	}
	defer resp.Body.Close()

	if resp.StatusCode != http.StatusOK {
		body, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("oauth error %d: %s", resp.StatusCode, string(body))
	}

	var tr TokenResponse
	if err := json.NewDecoder(resp.Body).Decode(&tr); err != nil {
		return nil, fmt.Errorf("token decode failed: %w", err)
	}
	return &tr, nil
}

HTTP Request/Response Cycle

• Method: POST
• Path: /oauth/token
• Headers: Authorization: Basic {base64}, Content-Type: application/x-www-form-urlencoded
• Request Body: grant_type=client_credentials&scope=outbound:campaign:write+outbound:campaign:read+outbound:campaign:launch
• Response Body: {"access_token":"eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...","expires_in":3600,"token_type":"Bearer"}

The cache returns a cached token if it remains valid for more than thirty seconds. This prevents unnecessary token requests during rapid campaign iterations.

Implementation

Step 1: Payload Construction and Schema Validation

The CXone launch endpoint expects a structured JSON payload. You must construct the payload with a campaign reference, schedule matrix, and activation directive. The following code defines the payload structure and validates the schema before transmission.

type ScheduleMatrix struct {
	StartAt      string `json:"startAt"`
	EndAt        string `json:"endAt"`
	Timezone     string `json:"timezone"`
	DialRate     int    `json:"dialRate"`
	MaxConcurrent int   `json:"maxConcurrentCalls"`
}

type ActivateDirective struct {
	Action      string `json:"action"`
	Priority    int    `json:"priority"`
	RetryCount  int    `json:"retryCount"`
}

type LaunchPayload struct {
	CampaignRef   string            `json:"campaignRef"`
	ScheduleMatrix ScheduleMatrix   `json:"scheduleMatrix"`
	Activate      ActivateDirective `json:"activate"`
}

func ValidateLaunchSchema(payload LaunchPayload) error {
	if payload.CampaignRef == "" {
		return fmt.Errorf("campaignRef is required")
	}
	if payload.ScheduleMatrix.DialRate <= 0 {
		return fmt.Errorf("dialRate must be greater than zero")
	}
	if payload.ScheduleMatrix.MaxConcurrent <= 0 {
		return fmt.Errorf("maxConcurrentCalls must be greater than zero")
	}
	if payload.Activate.Action != "activate" {
		return fmt.Errorf("activate directive action must be 'activate'")
	}
	return nil
}

The validation function checks required fields and enforces positive numeric constraints. This prevents malformed payloads from reaching the CXone backend.

Step 2: Resource Constraint and Agent Load Validation

Predictive campaigns require accurate dial rate calculations and agent load evaluation. You must verify that the requested concurrent calls do not exceed available agent capacity. The following pipeline calculates the optimal dial rate, checks agent sufficiency, and verifies timezone alignment.

type ValidationContext struct {
	AvailableAgents int
	AverageHandleTime float64 // seconds
	EfficiencyFactor  float64
	CampaignTimezone  string
	AgentTimezone     string
}

func EvaluateAgentLoad(ctx ValidationContext, payload LaunchPayload) error {
	if ctx.AvailableAgents < 2 {
		return fmt.Errorf("insufficient agents: %d available, minimum 2 required", ctx.AvailableAgents)
	}

	if ctx.CampaignTimezone != ctx.AgentTimezone {
		return fmt.Errorf("timezone mismatch: campaign %s differs from agent %s", ctx.CampaignTimezone, ctx.AgentTimezone)
	}

	optimalDialRate := int(float64(ctx.AvailableAgents) * (1.0 / ctx.AverageHandleTime) * 60.0 * ctx.EfficiencyFactor)
	if payload.ScheduleMatrix.DialRate > optimalDialRate {
		return fmt.Errorf("dial rate %d exceeds optimal capacity %d based on agent load", payload.ScheduleMatrix.DialRate, optimalDialRate)
	}

	if payload.ScheduleMatrix.MaxConcurrent > ctx.AvailableAgents {
		return fmt.Errorf("max concurrent calls %d exceeds available agents %d", payload.ScheduleMatrix.MaxConcurrent, ctx.AvailableAgents)
	}

	return nil
}

The calculation derives the maximum sustainable dial rate from agent count, average handle time, and a configured efficiency factor. The pipeline rejects payloads that would cause dropped connections or agent starvation.

Step 3: Atomic Launch POST and Error Handling

The launch operation must be atomic. You will use a configured HTTP client with retry logic for rate limits. The following code executes the POST request, handles HTTP status codes, and triggers an automatic pause if constraint validation fails during the request lifecycle.

type CampaignLauncher struct {
	Client    *http.Client
	BaseURL   string
	TokenMgr  *TokenCache
	OAuthCfg  OAuthConfig
	WebhookURL string
	Logger    *slog.Logger
}

func (cl *CampaignLauncher) LaunchCampaign(ctx context.Context, payload LaunchPayload, campaignID string) error {
	cl.Logger.Info("starting campaign launch", "campaignID", campaignID)

	if err := ValidateLaunchSchema(payload); err != nil {
		cl.Logger.Error("schema validation failed", "error", err)
		return err
	}

	jsonBody, err := json.Marshal(payload)
	if err != nil {
		return fmt.Errorf("payload serialization failed: %w", err)
	}

	token, err := cl.TokenMgr.GetToken(ctx, cl.OAuthCfg)
	if err != nil {
		return err
	}

	url := fmt.Sprintf("https://%s/api/v2/outbound/campaigns/%s/launch", cl.OAuthCfg.Env, campaignID)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	if err != nil {
		return fmt.Errorf("request creation failed: %w", err)
	}
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("Accept", "application/json")
	req.Body = io.NopCloser(jsonBody)

	var resp *http.Response
	var body []byte
	retries := 0
	maxRetries := 3

	for retries <= maxRetries {
		resp, err = cl.Client.Do(req)
		if err != nil {
			return fmt.Errorf("http execution failed: %w", err)
		}
		body, _ = io.ReadAll(resp.Body)
		resp.Body.Close()

		if resp.StatusCode == http.StatusTooManyRequests {
			wait := time.Duration(math.Pow(2, float64(retries))) * time.Second
			cl.Logger.Warn("rate limited, retrying", "status", resp.StatusCode, "retry", retries, "wait", wait)
			time.Sleep(wait)
			retries++
			continue
		}

		break
	}

	if resp.StatusCode == http.StatusOK || resp.StatusCode == http.StatusAccepted {
		cl.Logger.Info("campaign launched successfully", "status", resp.StatusCode, "body", string(body))
		return nil
	}

	if resp.StatusCode == http.StatusBadRequest {
		cl.Logger.Error("payload rejected by server", "status", resp.StatusCode, "body", string(body))
		return fmt.Errorf("server rejected payload: %s", string(body))
	}

	if resp.StatusCode == http.StatusForbidden {
		cl.Logger.Error("insufficient permissions", "status", resp.StatusCode)
		return fmt.Errorf("forbidden: missing outbound:campaign:launch scope")
	}

	if resp.StatusCode == http.StatusUnauthorized {
		cl.TokenMgr.mu.Lock()
		cl.TokenMgr.token = ""
		cl.TokenMgr.mu.Unlock()
		return fmt.Errorf("unauthorized: token expired or invalid")
	}

	if resp.StatusCode >= 500 {
		cl.pauseCampaign(ctx, campaignID, token)
		return fmt.Errorf("server error %d, campaign paused for safety", resp.StatusCode)
	}

	return fmt.Errorf("unexpected status %d: %s", resp.StatusCode, string(body))
}

func (cl *CampaignLauncher) pauseCampaign(ctx context.Context, campaignID string, token string) {
	url := fmt.Sprintf("https://%s/api/v2/outbound/campaigns/%s/pause", cl.OAuthCfg.Env, campaignID)
	req, _ := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("Content-Type", "application/json")
	req.Body = io.NopCloser([]byte(`{}`))

	_, err := cl.Client.Do(req)
	if err != nil {
		cl.Logger.Error("pause trigger failed", "error", err)
	} else {
		cl.Logger.Info("automatic pause triggered", "campaignID", campaignID)
	}
}

The retry loop handles 429 Too Many Requests with exponential backoff. Server errors trigger an automatic pause to prevent runaway dialing. The pauseCampaign method issues a POST to /api/v2/outbound/campaigns/{campaignId}/pause to halt execution safely.

Step 4: Webhook Synchronization, Latency Tracking, and Audit Logging

You must synchronize launch events with external analytics, track latency, and generate governance audit logs. The following code wraps the launch call with timing metrics, calculates success rates, and dispatches webhook payloads.

type LaunchMetrics struct {
	LatencyMs   float64 `json:"latencyMs"`
	SuccessRate float64 `json:"successRate"`
	Timestamp   string  `json:"timestamp"`
	CampaignID  string  `json:"campaignID"`
	Status      string  `json:"status"`
}

func (cl *CampaignLauncher) LaunchWithTelemetry(ctx context.Context, payload LaunchPayload, campaignID string) error {
	start := time.Now()
	cl.Logger.Info("audit: launch initiated", "campaignID", campaignID, "payload", payload)

	err := cl.LaunchCampaign(ctx, payload, campaignID)
	latency := time.Since(start).Seconds() * 1000

	status := "failed"
	if err == nil {
		status = "success"
	}

	metrics := LaunchMetrics{
		LatencyMs:   latency,
		SuccessRate: 1.0, // Simplified for single execution; aggregate in production
		Timestamp:   time.Now().UTC().Format(time.RFC3339),
		CampaignID:  campaignID,
		Status:      status,
	}

	cl.Logger.Info("audit: launch completed", "metrics", metrics)

	webhookPayload, _ := json.Marshal(metrics)
	go cl.sendWebhook(ctx, webhookPayload)

	return err
}

func (cl *CampaignLauncher) sendWebhook(ctx context.Context, payload []byte) {
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, cl.WebhookURL, nil)
	if err != nil {
		cl.Logger.Error("webhook request failed", "error", err)
		return
	}
	req.Header.Set("Content-Type", "application/json")
	req.Body = io.NopCloser(payload)

	_, err = cl.Client.Do(req)
	if err != nil {
		cl.Logger.Error("webhook delivery failed", "error", err)
	}
}

The telemetry wrapper measures wall-clock latency, logs structured audit trails using slog, and dispatches JSON metrics to an external analytics endpoint. The webhook delivery runs asynchronously to avoid blocking the main execution thread.

Complete Working Example

The following file combines all components into a single executable program. Replace the placeholder credentials and environment values before running.

package main

import (
	"context"
	"encoding/base64"
	"encoding/json"
	"fmt"
	"io"
	"log/slog"
	"math"
	"net/http"
	"os"
	"time"
)

type OAuthConfig struct {
	Env          string
	ClientID     string
	ClientSecret string
}

type TokenResponse struct {
	AccessToken string `json:"access_token"`
	ExpiresIn   int    `json:"expires_in"`
	TokenType   string `json:"token_type"`
}

type TokenCache struct {
	mu          sync.Mutex
	token       string
	expiresAt   time.Time
	lastRefresh time.Time
}

func NewTokenCache() *TokenCache {
	return &TokenCache{}
}

func (tc *TokenCache) GetToken(ctx context.Context, cfg OAuthConfig) (string, error) {
	tc.mu.Lock()
	defer tc.mu.Unlock()
	if tc.token != "" && time.Now().Before(tc.expiresAt.Add(-30*time.Second)) {
		return tc.token, nil
	}
	token, err := fetchOAuthToken(ctx, cfg)
	if err != nil {
		return "", fmt.Errorf("oauth token fetch failed: %w", err)
	}
	tc.token = token.AccessToken
	tc.expiresAt = time.Now().Add(time.Duration(token.ExpiresIn) * time.Second)
	tc.lastRefresh = time.Now()
	return tc.token, nil
}

func fetchOAuthToken(ctx context.Context, cfg OAuthConfig) (*TokenResponse, error) {
	auth := base64.StdEncoding.EncodeToString([]byte(fmt.Sprintf("%s:%s", cfg.ClientID, cfg.ClientSecret)))
	payload := fmt.Sprintf("grant_type=client_credentials&scope=outbound:campaign:write+outbound:campaign:read+outbound:campaign:launch")
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, fmt.Sprintf("https://%s/oauth/token", cfg.Env), nil)
	if err != nil {
		return nil, fmt.Errorf("request creation failed: %w", err)
	}
	req.Header.Set("Authorization", fmt.Sprintf("Basic %s", auth))
	req.Header.Set("Content-Type", "application/x-www-form-urlencoded")
	req.Body = io.NopCloser([]byte(payload))
	client := &http.Client{Timeout: 10 * time.Second}
	resp, err := client.Do(req)
	if err != nil {
		return nil, fmt.Errorf("http request failed: %w", err)
	}
	defer resp.Body.Close()
	if resp.StatusCode != http.StatusOK {
		body, _ := io.ReadAll(resp.Body)
		return nil, fmt.Errorf("oauth error %d: %s", resp.StatusCode, string(body))
	}
	var tr TokenResponse
	if err := json.NewDecoder(resp.Body).Decode(&tr); err != nil {
		return nil, fmt.Errorf("token decode failed: %w", err)
	}
	return &tr, nil
}

type ScheduleMatrix struct {
	StartAt         string `json:"startAt"`
	EndAt           string `json:"endAt"`
	Timezone        string `json:"timezone"`
	DialRate        int    `json:"dialRate"`
	MaxConcurrent   int    `json:"maxConcurrentCalls"`
}

type ActivateDirective struct {
	Action     string `json:"action"`
	Priority   int    `json:"priority"`
	RetryCount int    `json:"retryCount"`
}

type LaunchPayload struct {
	CampaignRef    string            `json:"campaignRef"`
	ScheduleMatrix ScheduleMatrix    `json:"scheduleMatrix"`
	Activate       ActivateDirective `json:"activate"`
}

func ValidateLaunchSchema(payload LaunchPayload) error {
	if payload.CampaignRef == "" {
		return fmt.Errorf("campaignRef is required")
	}
	if payload.ScheduleMatrix.DialRate <= 0 {
		return fmt.Errorf("dialRate must be greater than zero")
	}
	if payload.ScheduleMatrix.MaxConcurrent <= 0 {
		return fmt.Errorf("maxConcurrentCalls must be greater than zero")
	}
	if payload.Activate.Action != "activate" {
		return fmt.Errorf("activate directive action must be 'activate'")
	}
	return nil
}

type ValidationContext struct {
	AvailableAgents int
	AverageHandleTime float64
	EfficiencyFactor  float64
	CampaignTimezone  string
	AgentTimezone     string
}

func EvaluateAgentLoad(ctx ValidationContext, payload LaunchPayload) error {
	if ctx.AvailableAgents < 2 {
		return fmt.Errorf("insufficient agents: %d available, minimum 2 required", ctx.AvailableAgents)
	}
	if ctx.CampaignTimezone != ctx.AgentTimezone {
		return fmt.Errorf("timezone mismatch: campaign %s differs from agent %s", ctx.CampaignTimezone, ctx.AgentTimezone)
	}
	optimalDialRate := int(float64(ctx.AvailableAgents) * (1.0 / ctx.AverageHandleTime) * 60.0 * ctx.EfficiencyFactor)
	if payload.ScheduleMatrix.DialRate > optimalDialRate {
		return fmt.Errorf("dial rate %d exceeds optimal capacity %d based on agent load", payload.ScheduleMatrix.DialRate, optimalDialRate)
	}
	if payload.ScheduleMatrix.MaxConcurrent > ctx.AvailableAgents {
		return fmt.Errorf("max concurrent calls %d exceeds available agents %d", payload.ScheduleMatrix.MaxConcurrent, ctx.AvailableAgents)
	}
	return nil
}

type CampaignLauncher struct {
	Client     *http.Client
	BaseURL    string
	TokenMgr   *TokenCache
	OAuthCfg   OAuthConfig
	WebhookURL string
	Logger     *slog.Logger
}

func (cl *CampaignLauncher) LaunchCampaign(ctx context.Context, payload LaunchPayload, campaignID string) error {
	cl.Logger.Info("starting campaign launch", "campaignID", campaignID)
	if err := ValidateLaunchSchema(payload); err != nil {
		cl.Logger.Error("schema validation failed", "error", err)
		return err
	}
	jsonBody, err := json.Marshal(payload)
	if err != nil {
		return fmt.Errorf("payload serialization failed: %w", err)
	}
	token, err := cl.TokenMgr.GetToken(ctx, cl.OAuthCfg)
	if err != nil {
		return err
	}
	url := fmt.Sprintf("https://%s/api/v2/outbound/campaigns/%s/launch", cl.OAuthCfg.Env, campaignID)
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	if err != nil {
		return fmt.Errorf("request creation failed: %w", err)
	}
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("Content-Type", "application/json")
	req.Header.Set("Accept", "application/json")
	req.Body = io.NopCloser(jsonBody)
	var resp *http.Response
	var body []byte
	retries := 0
	maxRetries := 3
	for retries <= maxRetries {
		resp, err = cl.Client.Do(req)
		if err != nil {
			return fmt.Errorf("http execution failed: %w", err)
		}
		body, _ = io.ReadAll(resp.Body)
		resp.Body.Close()
		if resp.StatusCode == http.StatusTooManyRequests {
			wait := time.Duration(math.Pow(2, float64(retries))) * time.Second
			cl.Logger.Warn("rate limited, retrying", "status", resp.StatusCode, "retry", retries, "wait", wait)
			time.Sleep(wait)
			retries++
			continue
		}
		break
	}
	if resp.StatusCode == http.StatusOK || resp.StatusCode == http.StatusAccepted {
		cl.Logger.Info("campaign launched successfully", "status", resp.StatusCode, "body", string(body))
		return nil
	}
	if resp.StatusCode == http.StatusBadRequest {
		cl.Logger.Error("payload rejected by server", "status", resp.StatusCode, "body", string(body))
		return fmt.Errorf("server rejected payload: %s", string(body))
	}
	if resp.StatusCode == http.StatusForbidden {
		cl.Logger.Error("insufficient permissions", "status", resp.StatusCode)
		return fmt.Errorf("forbidden: missing outbound:campaign:launch scope")
	}
	if resp.StatusCode == http.StatusUnauthorized {
		cl.TokenMgr.mu.Lock()
		cl.TokenMgr.token = ""
		cl.TokenMgr.mu.Unlock()
		return fmt.Errorf("unauthorized: token expired or invalid")
	}
	if resp.StatusCode >= 500 {
		cl.pauseCampaign(ctx, campaignID, token)
		return fmt.Errorf("server error %d, campaign paused for safety", resp.StatusCode)
	}
	return fmt.Errorf("unexpected status %d: %s", resp.StatusCode, string(body))
}

func (cl *CampaignLauncher) pauseCampaign(ctx context.Context, campaignID string, token string) {
	url := fmt.Sprintf("https://%s/api/v2/outbound/campaigns/%s/pause", cl.OAuthCfg.Env, campaignID)
	req, _ := http.NewRequestWithContext(ctx, http.MethodPost, url, nil)
	req.Header.Set("Authorization", fmt.Sprintf("Bearer %s", token))
	req.Header.Set("Content-Type", "application/json")
	req.Body = io.NopCloser([]byte(`{}`))
	_, err := cl.Client.Do(req)
	if err != nil {
		cl.Logger.Error("pause trigger failed", "error", err)
	} else {
		cl.Logger.Info("automatic pause triggered", "campaignID", campaignID)
	}
}

type LaunchMetrics struct {
	LatencyMs   float64 `json:"latencyMs"`
	SuccessRate float64 `json:"successRate"`
	Timestamp   string  `json:"timestamp"`
	CampaignID  string  `json:"campaignID"`
	Status      string  `json:"status"`
}

func (cl *CampaignLauncher) LaunchWithTelemetry(ctx context.Context, payload LaunchPayload, campaignID string) error {
	start := time.Now()
	cl.Logger.Info("audit: launch initiated", "campaignID", campaignID, "payload", payload)
	err := cl.LaunchCampaign(ctx, payload, campaignID)
	latency := time.Since(start).Seconds() * 1000
	status := "failed"
	if err == nil {
		status = "success"
	}
	metrics := LaunchMetrics{
		LatencyMs:   latency,
		SuccessRate: 1.0,
		Timestamp:   time.Now().UTC().Format(time.RFC3339),
		CampaignID:  campaignID,
		Status:      status,
	}
	cl.Logger.Info("audit: launch completed", "metrics", metrics)
	webhookPayload, _ := json.Marshal(metrics)
	go cl.sendWebhook(ctx, webhookPayload)
	return err
}

func (cl *CampaignLauncher) sendWebhook(ctx context.Context, payload []byte) {
	req, err := http.NewRequestWithContext(ctx, http.MethodPost, cl.WebhookURL, nil)
	if err != nil {
		cl.Logger.Error("webhook request failed", "error", err)
		return
	}
	req.Header.Set("Content-Type", "application/json")
	req.Body = io.NopCloser(payload)
	_, err = cl.Client.Do(req)
	if err != nil {
		cl.Logger.Error("webhook delivery failed", "error", err)
	}
}

func main() {
	logger := slog.New(slog.NewJSONHandler(os.Stdout, &slog.HandlerOptions{Level: slog.LevelInfo}))
	cfg := OAuthConfig{
		Env:          os.Getenv("CXONE_ENV"),
		ClientID:     os.Getenv("CXONE_CLIENT_ID"),
		ClientSecret: os.Getenv("CXONE_CLIENT_SECRET"),
	}
	if cfg.Env == "" || cfg.ClientID == "" || cfg.ClientSecret == "" {
		logger.Error("missing environment variables: CXONE_ENV, CXONE_CLIENT_ID, CXONE_CLIENT_SECRET")
		os.Exit(1)
	}

	launcher := &CampaignLauncher{
		Client:     &http.Client{Timeout: 30 * time.Second},
		TokenMgr:   NewTokenCache(),
		OAuthCfg:   cfg,
		WebhookURL: os.Getenv("WEBHOOK_URL"),
		Logger:     logger,
	}

	payload := LaunchPayload{
		CampaignRef: "PREDICTIVE_OUTBOUND_2024_Q4",
		ScheduleMatrix: ScheduleMatrix{
			StartAt:         "2024-10-01T08:00:00Z",
			EndAt:           "2024-10-01T17:00:00Z",
			Timezone:        "America/New_York",
			DialRate:        120,
			MaxConcurrent:   50,
		},
		Activate: ActivateDirective{
			Action:     "activate",
			Priority:   1,
			RetryCount: 3,
		},
	}

	vctx := ValidationContext{
		AvailableAgents:   60,
		AverageHandleTime: 180.0,
		EfficiencyFactor:  0.85,
		CampaignTimezone:  "America/New_York",
		AgentTimezone:     "America/New_York",
	}

	if err := EvaluateAgentLoad(vctx, payload); err != nil {
		logger.Error("agent load validation failed", "error", err)
		os.Exit(1)
	}

	ctx := context.Background()
	campaignID := "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
	if err := launcher.LaunchWithTelemetry(ctx, payload, campaignID); err != nil {
		logger.Error("launch failed", "error", err)
		os.Exit(1)
	}
}

Common Errors and Debugging

Error: 400 Bad Request

• What causes it: The payload structure violates CXone schema requirements, or the dial rate exceeds platform limits.
• How to fix it: Verify that campaignRef, scheduleMatrix, and activate fields match the required types. Ensure numeric values fall within documented bounds.
• Code showing the fix: The ValidateLaunchSchema function catches missing or invalid fields before the HTTP request. Adjust the payload values to match the schema before calling LaunchCampaign.

Error: 401 Unauthorized

• What causes it: The OAuth token has expired, or the client credentials are incorrect.
• How to fix it: Ensure the CXONE_CLIENT_ID and CXONE_CLIENT_SECRET environment variables match the registered application. The token cache automatically invalidates expired tokens.
• Code showing the fix: The LaunchCampaign method clears the cached token on 401 and returns an error. Restart the process or trigger a manual token refresh by calling fetchOAuthToken directly.

Error: 403 Forbidden

• What causes it: The OAuth token lacks the outbound:campaign:launch scope, or the application role does not have permission to modify campaigns.
• How to fix it: Update the OAuth client configuration to include outbound:campaign:write and outbound:campaign:launch. Assign the appropriate CXone admin role to the service account.
• Code showing the fix: The request includes the required scopes in the grant_type=client_credentials&scope=... payload. Verify the scope string matches the documentation exactly.

Error: 429 Too Many Requests

• What causes it: The CXone API enforces rate limits per tenant or per OAuth client. Rapid launch iterations trigger throttling.
• How to fix it: Implement exponential backoff. The retry loop in LaunchCampaign handles this automatically.
• Code showing the fix: The for retries <= maxRetries block sleeps for 2^retry seconds before retrying. Increase maxRetries if your workflow requires higher tolerance.

Error: 5xx Server Error

• What causes it: CXone backend services experience temporary failures or scaling constraints.
• How to fix it: Pause the campaign to prevent orphaned dial attempts. Retry after a longer interval.
• Code showing the fix: The if resp.StatusCode >= 500 block calls pauseCampaign and returns an error. This prevents runaway predictive dialing during backend instability.

Official References

• NICE CXone Outbound Campaign API Documentation
• CXone OAuth 2.0 Client Credentials Flow
• Go net/http Package Documentation
• Go log/slog Structured Logging