Attempting to programmatically update the ‘Do Not Call’ status for a specific contact within a large outbound list. I am using the PUT endpoint and including the ‘callable’ attribute set to false within the ‘contact’ object. However, the API returns a 200 OK but the contact remains callable in the UI and the Dialing engine continues to pick it up. No errors in the response body. Is there a specific ‘dnclistIds’ requirement even if I am updating the individual contact record directly?
You are likely hitting a synchronization delay between the Analytics database and the Dialing engine cache. The Outbound service does not always reflect individual contact updates in real-time during an active campaign. For DNC compliance, you should be using the specialized DNC API endpoints rather than just updating the ‘callable’ flag on the contact list record.
This ensures the change is propagated immediately across all campaigns using that list.
I have encountered this exact issue while managing large-scale migrations from NICE CXone. In the Genesys Cloud architecture, the ‘callable’ boolean on a contact is often overridden by the ‘Contact Uncallable’ rules defined at the campaign level. Please verify that you are not using a dynamic filter that is resetting the status based on other attributes.
Additionally, ensuring that the ‘dnclistIds’ array is populated in your PUT request is a best practice for maintaining data integrity across the platform.