Routing Genesys Cloud Outbound Campaign Dial Plans via REST API with Java

What You Will Build

• Build a Java service that constructs, validates, and deploys outbound dial plans with carrier selection matrices, failover priorities, and geographic restrictions.
• Uses the Genesys Cloud Java SDK and REST API endpoints for outbound routing, analytics, and audit.
• Covers Java 17 with Maven dependencies and production-grade error handling.

Prerequisites

• OAuth Client Credentials grant type
• Required scopes: outbound:campaign:read, outbound:campaign:write, outbound:webhook:read, outbound:webhook:write, analytics:conversation:view, audit:records:read, telephony:providers:read
• Genesys Cloud Java SDK version 2024.10.0 or later
• Java 17 runtime
• Dependencies: com.mypurecloud.api:gencloud-java, com.google.code.gson:gson, org.slf4j:slf4j-api

Authentication Setup

The Genesys Cloud Java SDK handles token acquisition and automatic refresh when using the client credentials flow. You must configure the client with your environment, client ID, and client secret. The SDK caches the access token in memory and refreshes it before expiration.

import com.mypurecloud.api.client.PureCloudPlatformClientV2;
import com.mypurecloud.api.client.ClientConfiguration;
import com.mypurecloud.api.client.ClientException;

public class GenesysAuth {
    public static PureCloudPlatformClientV2 initializeClient(
            String environment, String clientId, String clientSecret) throws ClientException {
        
        ClientConfiguration config = new ClientConfiguration();
        config.setEnvironment(environment);
        config.setClientId(clientId);
        config.setClientSecret(clientSecret);
        
        // Enable automatic token refresh and caching
        config.setTokenRefreshEnabled(true);
        config.setTokenCacheEnabled(true);
        
        return new PureCloudPlatformClientV2(config);
    }
}

The SDK performs the following HTTP cycle during initialization:

POST /oauth/token HTTP/1.1
Host: api.mypurecloud.com
Content-Type: application/x-www-form-urlencoded

grant_type=client_credentials&client_id=YOUR_CLIENT_ID&client_secret=YOUR_CLIENT_SECRET

Response:

{
  "access_token": "eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...",
  "token_type": "bearer",
  "expires_in": 3600,
  "scope": "outbound:campaign:read outbound:campaign:write outbound:webhook:read outbound:webhook:write analytics:conversation:view audit:records:read telephony:providers:read"
}

Implementation

Step 1: Initialize SDK and Configure Retry Logic

You must implement retry logic for 429 rate limit responses. The Genesys Cloud API enforces per-tenant rate limits. You will wrap API calls with an exponential backoff mechanism.

import com.mypurecloud.api.client.ApiException;
import com.mypurecloud.api.client.PureCloudPlatformClientV2;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.util.concurrent.TimeUnit;

public class ApiRetryExecutor {
    private static final Logger logger = LoggerFactory.getLogger(ApiRetryExecutor.class);
    private static final int MAX_RETRIES = 3;
    private static final long INITIAL_BACKOFF_MS = 1000;

    public interface ApiCall<T> {
        T execute() throws ApiException;
    }

    public <T> T executeWithRetry(ApiCall<T> apiCall) throws ApiException {
        int attempt = 0;
        long backoff = INITIAL_BACKOFF_MS;

        while (attempt < MAX_RETRIES) {
            try {
                return apiCall.execute();
            } catch (ApiException e) {
                if (e.getCode() == 429 || e.getCode() >= 500) {
                    attempt++;
                    if (attempt >= MAX_RETRIES) throw e;
                    logger.warn("Rate limit or server error {}. Retrying in {} ms", e.getCode(), backoff);
                    try {
                        TimeUnit.MILLISECONDS.sleep(backoff);
                    } catch (InterruptedException ex) {
                        Thread.currentThread().interrupt();
                        throw new RuntimeException("Retry interrupted", ex);
                    }
                    backoff *= 2;
                } else {
                    throw e;
                }
            }
        }
        throw new RuntimeException("Retry loop exhausted");
    }
}

Step 2: Construct Dial Plan Payload with Carrier Matrix and Failover Directives

Dial plans route outbound calls through carrier groups with priority-based failover. You will construct a DialPlan object with routing rules, carrier references, and cost optimization triggers.

import com.mypurecloud.api.client.outbound.model.*;
import com.mypurecloud.api.client.outbound.OutboundApi;
import com.mypurecloud.api.client.PureCloudPlatformClientV2;

import java.util.List;
import java.util.UUID;

public class DialPlanBuilder {
    private final PureCloudPlatformClientV2 client;

    public DialPlanBuilder(PureCloudPlatformClientV2 client) {
        this.client = client;
    }

    public DialPlan buildOutboundDialPlan(
            String name, String description,
            List<String> carrierGroupIds,
            List<String> allowedGeographies,
            boolean enableCostOptimization) {
        
        // Primary routing rule with carrier matrix
        RoutingRule primaryRule = new RoutingRule();
        primaryRule.setCarrierGroupId(carrierGroupIds.get(0));
        primaryRule.setPriority(1);
        primaryRule.setFailover(false);
        primaryRule.setCostOptimizationEnabled(enableCostOptimization);

        // Failover routing rules
        List<RoutingRule> rules = List.of(primaryRule);
        for (int i = 1; i < carrierGroupIds.size(); i++) {
            RoutingRule failoverRule = new RoutingRule();
            failoverRule.setCarrierGroupId(carrierGroupIds.get(i));
            failoverRule.setPriority(i + 1);
            failoverRule.setFailover(true);
            failoverRule.setCostOptimizationEnabled(enableCostOptimization);
            rules.add(failoverRule);
        }

        // Geographic restriction pipeline
        GeoRestriction geoRestriction = new GeoRestriction();
        geoRestriction.setAllowedGeographies(allowedGeographies);
        geoRestriction.setRestrictionType("ALLOW");

        DialPlan dialPlan = new DialPlan();
        dialPlan.setName(name);
        dialPlan.setDescription(description);
        dialPlan.setRoutingRules(rules);
        dialPlan.setGeographicRestrictions(geoRestriction);
        dialPlan.setDialPlanType("OUTBOUND");
        
        return dialPlan;
    }
}

HTTP equivalent for payload construction:

PUT /api/v2/outbound/dialplans/{dialPlanId} HTTP/1.1
Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...
Content-Type: application/json

{
  "name": "US_Tier1_Failover_Plan",
  "description": "Primary carrier with TIER2 failover and cost optimization",
  "dialPlanType": "OUTBOUND",
  "routingRules": [
    {
      "carrierGroupId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
      "priority": 1,
      "failover": false,
      "costOptimizationEnabled": true
    },
    {
      "carrierGroupId": "f9e8d7c6-b5a4-3210-fedc-ba9876543210",
      "priority": 2,
      "failover": true,
      "costOptimizationEnabled": true
    }
  ],
  "geographicRestrictions": {
    "allowedGeographies": ["US", "CA"],
    "restrictionType": "ALLOW"
  }
}

Step 3: Validate Routing Schema Against Gateway Constraints

You must validate maximum route depth, geographic restrictions, and SIP trunk capacity before deployment. Genesys Cloud enforces a maximum of 5 routing rules per dial plan. You will query telephony providers to verify trunk capacity constraints.

import com.mypurecloud.api.client.ApiException;
import com.mypurecloud.api.client.outbound.model.DialPlan;
import com.mypurecloud.api.client.telephony.TelephonyProviderApi;
import com.mypurecloud.api.client.telephony.model.TelephonyProviderEntity;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.util.List;

public class RoutingValidator {
    private static final Logger logger = LoggerFactory.getLogger(RoutingValidator.class);
    private static final int MAX_ROUTE_DEPTH = 5;
    private static final int MIN_TRUNK_CAPACITY = 10;

    private final TelephonyProviderApi telephonyApi;

    public RoutingValidator(TelephonyProviderApi telephonyApi) {
        this.telephonyApi = telephonyApi;
    }

    public void validateDialPlan(DialPlan dialPlan) throws ApiException, ValidationException {
        // Validate maximum route depth
        int ruleCount = dialPlan.getRoutingRules() != null ? dialPlan.getRoutingRules().size() : 0;
        if (ruleCount > MAX_ROUTE_DEPTH) {
            throw new ValidationException(
                String.format("Route depth %d exceeds maximum limit of %d. Routing loops may occur.", ruleCount, MAX_ROUTE_DEPTH));
        }

        // Validate geographic restriction pipeline
        if (dialPlan.getGeographicRestrictions() == null) {
            throw new ValidationException("Geographic restrictions must be defined to prevent carrier rejection.");
        }

        if (dialPlan.getGeographicRestrictions().getAllowedGeographies() == null ||
            dialPlan.getGeographicRestrictions().getAllowedGeographies().isEmpty()) {
            throw new ValidationException("Allowed geographies list cannot be empty.");
        }

        // Validate SIP trunk capacity via telephony provider check
        validateTrunkCapacity(dialPlan);
        
        logger.info("Dial plan validation passed for {}", dialPlan.getName());
    }

    private void validateTrunkCapacity(DialPlan dialPlan) throws ApiException {
        // Query active telephony providers to verify capacity constraints
        var providersResult = telephonyApi.getTelephonyProviders(null, null, null, null, null, null, null, null, null, null);
        
        if (providersResult.getEntities() == null || providersResult.getEntities().isEmpty()) {
            throw new ValidationException("No active telephony providers found. Routing cannot proceed.");
        }

        for (TelephonyProviderEntity provider : providersResult.getEntities()) {
            if ("ACTIVE".equals(provider.getStatus())) {
                int capacity = provider.getCapacity() != null ? provider.getCapacity() : 0;
                if (capacity < MIN_TRUNK_CAPACITY) {
                    throw new ValidationException(
                        String.format("Telephony provider %s has insufficient capacity (%d). Minimum required: %d",
                            provider.getName(), capacity, MIN_TRUNK_CAPACITY));
                }
            }
        }
    }

    public static class ValidationException extends Exception {
        public ValidationException(String message) {
            super(message);
        }
    }
}

Step 4: Execute Atomic PUT Operation with Format Verification

You will deploy the validated dial plan using an atomic PUT operation. The SDK verifies JSON schema compliance before transmission. You will capture the response to confirm successful routing iteration.

import com.mypurecloud.api.client.ApiException;
import com.mypurecloud.api.client.outbound.OutboundApi;
import com.mypurecloud.api.client.outbound.model.DialPlan;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

public class DialPlanDeployer {
    private static final Logger logger = LoggerFactory.getLogger(DialPlanDeployer.class);
    private final OutboundApi outboundApi;
    private final ApiRetryExecutor retryExecutor;

    public DialPlanDeployer(OutboundApi outboundApi, ApiRetryExecutor retryExecutor) {
        this.outboundApi = outboundApi;
        this.retryExecutor = retryExecutor;
    }

    public DialPlan deployDialPlan(String dialPlanId, DialPlan dialPlan) throws ApiException {
        logger.info("Deploying dial plan {} via atomic PUT", dialPlanId);
        
        return retryExecutor.executeWithRetry(() -> {
            // SDK automatically serializes to JSON and validates format
            DialPlan updatedPlan = outboundApi.putDialPlan(dialPlanId, dialPlan);
            logger.info("Dial plan deployment successful. Updated ID: {}", updatedPlan.getId());
            return updatedPlan;
        });
    }
}

HTTP cycle for atomic PUT:

PUT /api/v2/outbound/dialplans/dp-12345-abcde HTTP/1.1
Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9...
Content-Type: application/json
Accept: application/json

{...same payload as step 2...}

Response:

{
  "id": "dp-12345-abcde",
  "name": "US_Tier1_Failover_Plan",
  "description": "Primary carrier with TIER2 failover and cost optimization",
  "dialPlanType": "OUTBOUND",
  "routingRules": [
    {"carrierGroupId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890", "priority": 1, "failover": false, "costOptimizationEnabled": true},
    {"carrierGroupId": "f9e8d7c6-b5a4-3210-fedc-ba9876543210", "priority": 2, "failover": true, "costOptimizationEnabled": true}
  ],
  "geographicRestrictions": {"allowedGeographies": ["US", "CA"], "restrictionType": "ALLOW"},
  "selfUri": "/api/v2/outbound/dialplans/dp-12345-abcde"
}

Step 5: Synchronize Webhooks, Track Analytics, and Generate Audit Logs

You will register an outbound event webhook to sync routing events with external billing systems. You will query conversation analytics to track latency and connection success rates. You will pull audit records for governance compliance.

import com.mypurecloud.api.client.ApiException;
import com.mypurecloud.api.client.analytics.AnalyticsApi;
import com.mypurecloud.api.client.analytics.model.ConversationDetailsQuery;
import com.mypurecloud.api.client.audit.AuditApi;
import com.mypurecloud.api.client.audit.model.AuditRecordsQuery;
import com.mypurecloud.api.client.outbound.OutboundApi;
import com.mypurecloud.api.client.outbound.model.OutboundEventWebhook;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.time.OffsetDateTime;
import java.util.List;

public class RoutingTelemetryService {
    private static final Logger logger = LoggerFactory.getLogger(RoutingTelemetryService.class);
    private final OutboundApi outboundApi;
    private final AnalyticsApi analyticsApi;
    private final AuditApi auditApi;
    private final ApiRetryExecutor retryExecutor;

    public RoutingTelemetryService(OutboundApi outboundApi, AnalyticsApi analyticsApi, 
                                   AuditApi auditApi, ApiRetryExecutor retryExecutor) {
        this.outboundApi = outboundApi;
        this.analyticsApi = analyticsApi;
        this.auditApi = auditApi;
        this.retryExecutor = retryExecutor;
    }

    public void configureBillingWebhook(String webhookUrl, String campaignId) throws ApiException {
        OutboundEventWebhook webhook = new OutboundEventWebhook();
        webhook.setUrl(webhookUrl);
        webhook.setEvents(List.of("OUTBOUND_CALL_ATTEMPT", "OUTBOUND_CALL_CONNECTED", "OUTBOUND_CALL_FAILED"));
        webhook.setCampaignIds(List.of(campaignId));
        webhook.setActive(true);
        webhook.setRetryPolicy("EXPONENTIAL_BACKOFF");
        
        retryExecutor.executeWithRetry(() -> outboundApi.postWebhook(webhook));
        logger.info("Billing webhook configured for campaign {}", campaignId);
    }

    public void trackDialPlanEfficiency(String dialPlanId, OffsetDateTime startTime, OffsetDateTime endTime) throws ApiException {
        ConversationDetailsQuery query = new ConversationDetailsQuery();
        query.setInterval(String.format("%s/%s", startTime.toString(), endTime.toString()));
        query.setPageSize(25);
        query.setFilter(List.of(
            String.format("routingDialPlanId:%s", dialPlanId)
        ));
        query.setGroupBy(List.of("routingDialPlanId", "callAttemptNumber"));
        query.setSelect(List.of("routingDialPlanId", "callAttemptNumber", "callDuration", "callStatus", "routingLatency"));

        var analyticsResult = retryExecutor.executeWithRetry(() -> analyticsApi.postConversationDetailsQuery(query));
        
        if (analyticsResult.getEntities() != null) {
            double totalLatency = 0;
            int successCount = 0;
            int totalCalls = analyticsResult.getEntities().size();
            
            for (var entity : analyticsResult.getEntities()) {
                if ("CONNECTED".equals(entity.getCallStatus())) {
                    successCount++;
                }
                totalLatency += entity.getRoutingLatency() != null ? entity.getRoutingLatency() : 0;
            }
            
            double avgLatency = totalCalls > 0 ? totalLatency / totalCalls : 0;
            double successRate = totalCalls > 0 ? (double) successCount / totalCalls * 100 : 0;
            
            logger.info("Dial plan {} efficiency: Avg Latency {} ms, Success Rate {}%", 
                dialPlanId, avgLatency, successRate);
        }
    }

    public void generateRoutingAuditLog(String dialPlanId, OffsetDateTime startTime, OffsetDateTime endTime) throws ApiException {
        AuditRecordsQuery auditQuery = new AuditRecordsQuery();
        auditQuery.setStartTime(startTime);
        auditQuery.setEndTime(endTime);
        auditQuery.setEntityId(dialPlanId);
        auditQuery.setEntityType("DIAL_PLAN");
        auditQuery.setPageSize(25);

        var auditResult = retryExecutor.executeWithRetry(() -> auditApi.postAuditRecordsQuery(auditQuery));
        
        if (auditResult.getEntities() != null) {
            logger.info("Retrieved {} audit records for dial plan {}", auditResult.getEntities().size(), dialPlanId);
            for (var record : auditResult.getEntities()) {
                logger.info("Audit: {} performed {} on {} at {}", 
                    record.getCreatedByUserId(), record.getEvent(), record.getEntityId(), record.getCreatedAt());
            }
        }
    }
}

Complete Working Example

import com.mypurecloud.api.client.PureCloudPlatformClientV2;
import com.mypurecloud.api.client.outbound.OutboundApi;
import com.mypurecloud.api.client.outbound.model.DialPlan;
import com.mypurecloud.api.client.telephony.TelephonyProviderApi;
import com.mypurecloud.api.client.analytics.AnalyticsApi;
import com.mypurecloud.api.client.audit.AuditApi;
import com.mypurecloud.api.client.ApiException;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;

import java.time.OffsetDateTime;
import java.util.List;

public class OutboundDialPlanRouter {
    private static final Logger logger = LoggerFactory.getLogger(OutboundDialPlanRouter.class);

    public static void main(String[] args) {
        try {
            // 1. Authentication
            PureCloudPlatformClientV2 client = GenesysAuth.initializeClient(
                "us-east-1", "YOUR_CLIENT_ID", "YOUR_CLIENT_SECRET");

            // 2. Initialize APIs and Executor
            OutboundApi outboundApi = client.getOutboundApi();
            TelephonyProviderApi telephonyApi = client.getTelephonyProviderApi();
            AnalyticsApi analyticsApi = client.getAnalyticsApi();
            AuditApi auditApi = client.getAuditApi();
            ApiRetryExecutor retryExecutor = new ApiRetryExecutor();

            // 3. Build Dial Plan
            DialPlanBuilder builder = new DialPlanBuilder(client);
            DialPlan dialPlan = builder.buildOutboundDialPlan(
                "Production_US_Outbound",
                "Automated routing with tiered failover and cost optimization",
                List.of("carrier-group-001", "carrier-group-002", "carrier-group-003"),
                List.of("US", "CA"),
                true
            );

            // 4. Validate
            RoutingValidator validator = new RoutingValidator(telephonyApi);
            validator.validateDialPlan(dialPlan);

            // 5. Deploy
            String dialPlanId = "dp-prod-12345";
            DialPlanDeployer deployer = new DialPlanDeployer(outboundApi, retryExecutor);
            DialPlan deployedPlan = deployer.deployDialPlan(dialPlanId, dialPlan);

            // 6. Telemetry and Governance
            RoutingTelemetryService telemetry = new RoutingTelemetryService(
                outboundApi, analyticsApi, auditApi, retryExecutor);
            
            telemetry.configureBillingWebhook("https://billing.example.com/genesys/events", "campaign-abc-123");
            
            OffsetDateTime now = OffsetDateTime.now();
            OffsetDateTime yesterday = now.minusDays(1);
            telemetry.trackDialPlanEfficiency(dialPlanId, yesterday, now);
            telemetry.generateRoutingAuditLog(dialPlanId, yesterday, now);

            logger.info("Dial plan router execution completed successfully.");
        } catch (ApiException e) {
            logger.error("API Error: {} - {}", e.getCode(), e.getMessage());
            if (e.getResponseBody() != null) {
                logger.error("Response Body: {}", e.getResponseBody());
            }
        } catch (RoutingValidator.ValidationException e) {
            logger.error("Validation Failed: {}", e.getMessage());
        } catch (Exception e) {
            logger.error("Unexpected error: {}", e.getMessage(), e);
        }
    }
}

Common Errors & Debugging

Error: 400 Bad Request

• Cause: The dial plan payload violates Genesys Cloud schema constraints. Common triggers include duplicate carrier group IDs in routing rules, invalid geographic codes, or missing required fields like dialPlanType.
• Fix: Verify the routingRules array contains unique carrierGroupId values. Ensure allowedGeographies uses ISO 3166-1 alpha-2 codes. Check the SDK serialization output before transmission.
• Code Fix: Add explicit schema validation before the PUT call.

  if (dialPlan.getRoutingRules() == null || dialPlan.getRoutingRules().isEmpty()) {
      throw new IllegalArgumentException("Routing rules cannot be empty.");
  }
  

Error: 401 Unauthorized

• Cause: The OAuth token expired or lacks required scopes. The SDK cache may hold a stale token if the client secret was rotated without reinitializing the client.
• Fix: Reinitialize the PureCloudPlatformClientV2 instance. Verify the token includes outbound:campaign:write and analytics:conversation:view.
• Code Fix: Force token refresh by clearing the cache or recreating the client configuration.

  config.setTokenCacheEnabled(false); // Forces fresh token on next call
  

Error: 409 Conflict

• Cause: The dial plan ID already exists with a different version, or a concurrent update modified the resource. Genesys Cloud uses optimistic concurrency control.
• Fix: Retrieve the current dial plan version using GET /api/v2/outbound/dialplans/{id}, merge your changes, and resend the PUT request.
• Code Fix: Implement version merging.

  DialPlan current = outboundApi.getDialPlan(dialPlanId, null);
  dialPlan.setVersion(current.getVersion());
  DialPlan updated = outboundApi.putDialPlan(dialPlanId, dialPlan);
  

Error: 429 Too Many Requests

• Cause: Rate limit exceeded for outbound API endpoints. The default limit is 100 requests per second per tenant for campaign operations.
• Fix: Use the ApiRetryExecutor with exponential backoff. Implement request throttling for batch operations.
• Code Fix: The retry executor in Step 1 handles this automatically. Monitor the Retry-After header in the response if custom throttling is required.

Official References

• Genesys Cloud Outbound Dial Plans API
• Genesys Cloud Java SDK Reference
• Genesys Cloud Analytics Conversations API
• Genesys Cloud Audit Records API
• Genesys Cloud OAuth Documentation