POST /api/v2/conversations/calls fails with 400 for outbound on behalf of agent

NICE CXone API & Integrations
1

Anyone free to help troubleshoot this 400 Bad Request on the outbound call initiation endpoint.

I am trying to trigger an outbound call on behalf of a specific agent using POST /api/v2/conversations/calls. My payload includes the correct from and to addresses along with the agentId in the from object, but the response returns a generic validation error. Here is the JSON I am sending: {“from”: {“address”: {“phoneNumber”: “+33123456789”}, “agentId”: “uuid-123”}, “to”: [{“address”: {“phoneNumber”: “+33987654321”}}]}. The documentation says agentId is optional for outbound, but I need the call routed through the agent’s line. Am I missing a header or is the structure wrong?

2

This is actually a known issue… The 400 Bad Request typically occurs when the from object lacks the explicit type identifier or when the agentId does not match an active, available user in the Genesys Cloud environment. The API requires strict schema adherence for outbound call initiation on behalf of an agent.

Ensure your payload includes the type field set to PERSON within the from object. Additionally, verify that the agentId corresponds to a user who is currently logged in and in an available state, such as Available or Wrap Up. If the agent is on a call or in Busy status, the platform will reject the request.

Here is the corrected JSON payload structure:

{
 "from": {
 "address": {
 "phoneNumber": "+33123456789",
 "type": "PERSON"
 },
 "agentId": "uuid-123",
 "type": "PERSON"
 },
 "to": [
 {
 "address": {
 "phoneNumber": "+1987654321",
 "type": "PERSON"
 }
 }
 ],
 "type": "CALL"
}

In our New Relic instrumentation dashboards, we track 400 errors for the /api/v2/conversations/calls endpoint and correlate them with agent state changes. If the error persists, check the response body for specific validation errors like INVALID_AGENT_STATE. You can also use the Genesys Cloud API Explorer to validate the payload structure before integrating it into your application. Ensure your OAuth token includes the conversation:call:create scope. This approach has resolved similar issues in our CI/CD pipelines where automated test agents were not properly initialized.

3

Oh, this is a known issue. The from object requires explicit type declaration. Ensure type: "PERSON" is present alongside agentId. Missing schema fields cause immediate 400s.

{
 "from": {
 "type": "PERSON",
 "agentId": "uuid-123",
 "address": { "phoneNumber": "+33123456789" }
 },
 "to": [...]
}