Mapping External IAM Groups to Genesys Cloud Routing Queues Using SCIM Group Provisioning in Python

What You Will Build

• The script authenticates to Genesys Cloud, retrieves routing queue identifiers, and provisions SCIM groups that automatically assign external IAM users to those queues.
• This uses the Genesys Cloud SCIM Groups API and Routing Queues API.
• The implementation is written in Python using the requests library with explicit type hints and production-grade error handling.

Prerequisites

• OAuth client type: Machine-to-Machine (Client Credentials)
• Required scopes: scim:groups:write, scim:groups:read, routing:queue:read
• API version: Genesys Cloud REST API v2
• Language/runtime: Python 3.9+
• External dependencies: requests (install via pip install requests)

Authentication Setup

Genesys Cloud uses OAuth 2.0 for all API authentication. Server-side automation requires the Client Credentials grant, which exchanges a client ID and client secret for a bearer token. The token expires after thirty minutes, so your script must cache the token and refresh it when necessary.

The following function implements token retrieval with basic caching logic. It stores the token and its expiration timestamp in a dictionary. Before making API calls, you must verify that the cached token remains valid.

import requests
import time
from typing import Optional, Dict, Tuple

OAUTH_URL = "https://api.mypurecloud.com/oauth/token"

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, environment: str = "api.mypurecloud.com"):
        self.client_id = client_id
        self.client_secret = client_secret
        self.base_url = f"https://{environment}"
        self.token_cache: Dict[str, Optional[str]] = {"access_token": None}
        self.token_expiry: float = 0.0

    def get_access_token(self) -> str:
        current_time = time.time()
        if self.token_cache["access_token"] and current_time < self.token_expiry:
            return self.token_cache["access_token"]

        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret,
            "scope": "scim:groups:write scim:groups:read routing:queue:read"
        }

        response = requests.post(OAUTH_URL, data=payload, timeout=15)
        response.raise_for_status()

        data = response.json()
        self.token_cache["access_token"] = data["access_token"]
        self.token_expiry = current_time + data["expires_in"] - 300  # Refresh 5 minutes early

        return self.token_cache["access_token"]

The scope parameter requests exactly three permissions. The scim:groups:write scope allows creation and modification of SCIM groups. The scim:groups:read scope permits listing existing groups. The routing:queue:read scope enables querying queue metadata. Genesys Cloud rejects requests with insufficient scopes with a 403 Forbidden status.

Implementation

Step 1: Retrieve Target Routing Queue IDs

SCIM group provisioning does not accept queue names. It requires the internal UUID of each routing queue. You must query the Routing Queues API to resolve queue identifiers before constructing the SCIM payload. The endpoint supports pagination, so your script must loop through pages until all queues are retrieved.

import requests
from typing import List, Dict, Any

class QueueResolver:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.base_url}/api/v2/routing/queues"

    def get_queue_ids_by_name_pattern(self, name_pattern: str) -> List[str]:
        queue_ids: List[str] = []
        page_size = 100
        page_number = 1
        headers = {"Authorization": f"Bearer {self.auth.get_access_token()}"}

        while True:
            params = {
                "name": name_pattern,
                "pageSize": page_size,
                "pageNumber": page_number
            }

            response = requests.get(self.base_url, headers=headers, params=params, timeout=30)
            response.raise_for_status()

            data = response.json()
            entities = data.get("entities", [])
            if not entities:
                break

            for queue in entities:
                queue_ids.append(queue["id"])

            # Pagination check
            if page_number * page_size >= data.get("total", 0):
                break
            page_number += 1

        return queue_ids

The name query parameter performs a substring match against queue display names. If your external IAM group maps to multiple queues, you will call this function multiple times or use a broader pattern and filter locally. The response body contains an entities array with queue objects. Each object includes an id field containing the UUID required for SCIM mapping. The loop terminates when the product of pageNumber and pageSize meets or exceeds the total count.

Step 2: Map External IAM Group to Genesys Queues via SCIM

Genesys Cloud extends the SCIM 2.0 specification to support routing queue assignments. You must include the standard Group schema alongside the Genesys-specific extension schema in the schemas array. The extension URI is urn:ietf:params:scim:schemas:extension:genesys:2.0:Group. Inside the payload, the routingQueueIds array holds the queue UUIDs retrieved in Step 1.

The externalId field anchors the Genesys group to your identity provider. Genesys uses this value for upsert operations. If a group with the same externalId already exists, a POST request will return a 409 Conflict. In production environments, you should catch this status and switch to a PUT request for updates.

import requests
from typing import Dict, Any, List

class ScimGroupProvisioner:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.base_url}/api/v2/scim/groups"

    def provision_group_with_queues(
        self,
        external_id: str,
        display_name: str,
        queue_ids: List[str],
        member_ids: List[str] = None
    ) -> Dict[str, Any]:
        headers = {
            "Authorization": f"Bearer {self.auth.get_access_token()}",
            "Content-Type": "application/json"
        }

        payload: Dict[str, Any] = {
            "schemas": [
                "urn:ietf:params:scim:schemas:core:2.0:Group",
                "urn:ietf:params:scim:schemas:extension:genesys:2.0:Group"
            ],
            "externalId": external_id,
            "displayName": display_name,
            "members": [
                {"value": mid, "display": f"User {mid}"} for mid in (member_ids or [])
            ],
            "routingQueueIds": queue_ids,
            "meta": {
                "resourceType": "Group"
            }
        }

        response = requests.post(self.base_url, headers=headers, json=payload, timeout=30)
        
        if response.status_code == 409:
            return self.update_group_queues(external_id, queue_ids, member_ids or [])
            
        response.raise_for_status()
        return response.json()

    def update_group_queues(
        self,
        external_id: str,
        queue_ids: List[str],
        member_ids: List[str]
    ) -> Dict[str, Any]:
        # Fetch existing group to get internal Genesys ID
        headers = {"Authorization": f"Bearer {self.auth.get_access_token()}"}
        params = {"filter": f"externalId eq \"{external_id}\""}
        
        lookup = requests.get(self.base_url, headers=headers, params=params, timeout=30)
        lookup.raise_for_status()
        
        entities = lookup.json().get("entities", [])
        if not entities:
            raise RuntimeError(f"Group with externalId {external_id} not found during conflict resolution.")
            
        group_id = entities[0]["id"]
        put_url = f"{self.base_url}/{group_id}"
        
        payload: Dict[str, Any] = {
            "schemas": [
                "urn:ietf:params:scim:schemas:core:2.0:Group",
                "urn:ietf:params:scim:schemas:extension:genesys:2.0:Group"
            ],
            "externalId": external_id,
            "displayName": entities[0]["displayName"],
            "members": [
                {"value": mid, "display": f"User {mid}"} for mid in member_ids
            ],
            "routingQueueIds": queue_ids,
            "meta": {
                "resourceType": "Group",
                "version": entities[0]["meta"]["version"]
            }
        }

        response = requests.put(put_url, headers=headers, json=payload, timeout=30)
        response.raise_for_status()
        return response.json()

The meta.version field in the PUT payload is mandatory for optimistic concurrency control. Genesys Cloud rejects updates if the version number does not match the current server state. The lookup step retrieves the existing version to prevent 409 Conflict errors during updates.

Step 3: Process Results and Handle Rate Limits

Genesys Cloud enforces strict API rate limits. Automation scripts must implement exponential backoff when receiving a 429 Too Many Requests response. The following wrapper function handles retries and parses the final response.

import time
import requests
from typing import Dict, Any, Callable

def execute_with_retry(
    api_call: Callable[[], requests.Response],
    max_retries: int = 5,
    base_delay: float = 1.0
) -> Dict[str, Any]:
    for attempt in range(max_retries):
        response = api_call()
        
        if response.status_code == 429:
            retry_after = float(response.headers.get("Retry-After", base_delay * (2 ** attempt)))
            print(f"Rate limited. Retrying in {retry_after} seconds (attempt {attempt + 1})")
            time.sleep(retry_after)
            continue
            
        response.raise_for_status()
        return response.json()
        
    raise RuntimeError("Maximum retry attempts exceeded for 429 Too Many Requests.")

This wrapper abstracts retry logic away from the core provisioning functions. You pass the API call as a lambda or function reference. The wrapper reads the Retry-After header when present, which Genesys Cloud includes in 429 responses to indicate the exact wait time. If the header is absent, the function falls back to exponential backoff.

Complete Working Example

The following script combines authentication, queue resolution, and SCIM provisioning into a single executable module. Replace the placeholder credentials before running.

import sys
import time
import requests
from typing import Dict, Any, List, Optional

OAUTH_URL = "https://api.mypurecloud.com/oauth/token"

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, environment: str = "api.mypurecloud.com"):
        self.client_id = client_id
        self.client_secret = client_secret
        self.base_url = f"https://{environment}"
        self.token_cache: Dict[str, Optional[str]] = {"access_token": None}
        self.token_expiry: float = 0.0

    def get_access_token(self) -> str:
        current_time = time.time()
        if self.token_cache["access_token"] and current_time < self.token_expiry:
            return self.token_cache["access_token"]

        payload = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret,
            "scope": "scim:groups:write scim:groups:read routing:queue:read"
        }

        response = requests.post(OAUTH_URL, data=payload, timeout=15)
        response.raise_for_status()

        data = response.json()
        self.token_cache["access_token"] = data["access_token"]
        self.token_expiry = current_time + data["expires_in"] - 300
        return self.token_cache["access_token"]


class QueueResolver:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.base_url}/api/v2/routing/queues"

    def get_queue_ids_by_name_pattern(self, name_pattern: str) -> List[str]:
        queue_ids: List[str] = []
        page_size = 100
        page_number = 1
        headers = {"Authorization": f"Bearer {self.auth.get_access_token()}"}

        while True:
            params = {"name": name_pattern, "pageSize": page_size, "pageNumber": page_number}
            response = requests.get(self.base_url, headers=headers, params=params, timeout=30)
            response.raise_for_status()

            data = response.json()
            entities = data.get("entities", [])
            if not entities:
                break

            for queue in entities:
                queue_ids.append(queue["id"])

            if page_number * page_size >= data.get("total", 0):
                break
            page_number += 1
        return queue_ids


class ScimGroupProvisioner:
    def __init__(self, auth: GenesysAuth):
        self.auth = auth
        self.base_url = f"{auth.base_url}/api/v2/scim/groups"

    def provision_group_with_queues(
        self,
        external_id: str,
        display_name: str,
        queue_ids: List[str],
        member_ids: List[str] = None
    ) -> Dict[str, Any]:
        headers = {
            "Authorization": f"Bearer {self.auth.get_access_token()}",
            "Content-Type": "application/json"
        }

        payload: Dict[str, Any] = {
            "schemas": [
                "urn:ietf:params:scim:schemas:core:2.0:Group",
                "urn:ietf:params:scim:schemas:extension:genesys:2.0:Group"
            ],
            "externalId": external_id,
            "displayName": display_name,
            "members": [{"value": mid, "display": f"User {mid}"} for mid in (member_ids or [])],
            "routingQueueIds": queue_ids,
            "meta": {"resourceType": "Group"}
        }

        response = requests.post(self.base_url, headers=headers, json=payload, timeout=30)
        if response.status_code == 409:
            return self.update_group_queues(external_id, queue_ids, member_ids or [])
        response.raise_for_status()
        return response.json()

    def update_group_queues(
        self,
        external_id: str,
        queue_ids: List[str],
        member_ids: List[str]
    ) -> Dict[str, Any]:
        headers = {"Authorization": f"Bearer {self.auth.get_access_token()}"}
        params = {"filter": f"externalId eq \"{external_id}\""}
        
        lookup = requests.get(self.base_url, headers=headers, params=params, timeout=30)
        lookup.raise_for_status()
        
        entities = lookup.json().get("entities", [])
        if not entities:
            raise RuntimeError(f"Group with externalId {external_id} not found during conflict resolution.")
            
        group_id = entities[0]["id"]
        put_url = f"{self.base_url}/{group_id}"
        
        payload: Dict[str, Any] = {
            "schemas": [
                "urn:ietf:params:scim:schemas:core:2.0:Group",
                "urn:ietf:params:scim:schemas:extension:genesys:2.0:Group"
            ],
            "externalId": external_id,
            "displayName": entities[0]["displayName"],
            "members": [{"value": mid, "display": f"User {mid}"} for mid in member_ids],
            "routingQueueIds": queue_ids,
            "meta": {"resourceType": "Group", "version": entities[0]["meta"]["version"]}
        }

        response = requests.put(put_url, headers=headers, json=payload, timeout=30)
        response.raise_for_status()
        return response.json()


def execute_with_retry(api_call, max_retries: int = 5, base_delay: float = 1.0) -> Dict[str, Any]:
    for attempt in range(max_retries):
        response = api_call()
        if response.status_code == 429:
            retry_after = float(response.headers.get("Retry-After", base_delay * (2 ** attempt)))
            print(f"Rate limited. Retrying in {retry_after} seconds (attempt {attempt + 1})")
            time.sleep(retry_after)
            continue
        response.raise_for_status()
        return response.json()
    raise RuntimeError("Maximum retry attempts exceeded for 429 Too Many Requests.")


if __name__ == "__main__":
    CLIENT_ID = "YOUR_CLIENT_ID"
    CLIENT_SECRET = "YOUR_CLIENT_SECRET"
    
    auth = GenesysAuth(CLIENT_ID, CLIENT_SECRET)
    resolver = QueueResolver(auth)
    provisioner = ScimGroupProvisioner(auth)

    try:
        queue_ids = execute_with_retry(
            lambda: resolver.get_queue_ids_by_name_pattern("Support_Tier1")
        )
        print(f"Resolved {len(queue_ids)} queue(s): {queue_ids}")

        result = execute_with_retry(
            lambda: provisioner.provision_group_with_queues(
                external_id="iam-group-customer-support-01",
                display_name="Customer Support Tier 1",
                queue_ids=queue_ids,
                member_ids=["user-uuid-01", "user-uuid-02"]
            )
        )
        print(f"SCIM Group provisioned successfully: {result.get('id')}")
    except requests.exceptions.HTTPError as e:
        print(f"HTTP Error: {e.response.status_code} - {e.response.text}", file=sys.stderr)
        sys.exit(1)
    except Exception as e:
        print(f"Unexpected error: {e}", file=sys.stderr)
        sys.exit(1)

Common Errors & Debugging

Error: 401 Unauthorized

• What causes it: The bearer token is expired, malformed, or missing from the Authorization header.
• How to fix it: Verify that get_access_token() executes before every API call. Check that the client credentials match a Machine-to-Machine application in the Genesys Cloud admin console. Ensure the Authorization header uses the exact format Bearer <token>.
• Code showing the fix: The GenesysAuth class caches tokens and refreshes them automatically when current_time >= self.token_expiry. Call auth.get_access_token() immediately before constructing request headers.

Error: 403 Forbidden

• What causes it: The OAuth token lacks the required scope for the requested operation.
• How to fix it: Regenerate the token with scim:groups:write and routing:queue:read included in the scope string. Genesys Cloud evaluates scopes at the token level, not the request level.
• Code showing the fix: Update the scope field in the OAuth payload to "scim:groups:write scim:groups:read routing:queue:read". Revoke and reissue the token after modifying the client application permissions in the Genesys Cloud UI.

Error: 400 Bad Request

• What causes it: The SCIM payload violates schema validation rules. Common causes include missing required schemas, invalid externalId format, or omitting the meta object.
• How to fix it: Include both urn:ietf:params:scim:schemas:core:2.0:Group and urn:ietf:params:scim:schemas:extension:genesys:2.0:Group in the schemas array. Ensure routingQueueIds contains valid UUIDs. Validate JSON structure before sending.
• Code showing the fix: The provision_group_with_queues method constructs the payload with explicit schema URIs and a meta block containing "resourceType": "Group". Use a JSON linter to verify structure before deployment.

Error: 409 Conflict

• What causes it: A SCIM group with the same externalId already exists in the tenant.
• How to fix it: Implement upsert logic. Catch the 409 status, fetch the existing group by externalId, extract the meta.version, and issue a PUT request to update the queue mapping.
• Code showing the fix: The update_group_queues method handles this flow by querying the group, retrieving the version number, and performing an optimistic concurrency update.

Error: 429 Too Many Requests

• What causes it: The script exceeds the Genesys Cloud API rate limit for the tenant or endpoint.
• How to fix it: Implement exponential backoff and honor the Retry-After header. Reduce concurrent requests or batch operations.
• Code showing the fix: The execute_with_retry function wraps API calls, reads the Retry-After header, and delays execution using time.sleep(). It retries up to five times before raising an exception.

Official References

• Genesys Cloud SCIM Groups API Documentation
• Genesys Cloud Routing Queues API Documentation
• Genesys Cloud OAuth 2.0 Client Credentials Flow
• SCIM 2.0 Core Schema Specification