Skip to main contentThe PolyAI and NICE CXone integration uses NICE’s Signal API to manage handoff and voice interactions. This guide
provides steps for setup, configuration, and using the integration effectively.
Overview
Shared NICE integration
PolyAI uses a shared NICE connector service integration, so uses common IPs across clients. Each
client has unique pseudo numbers assigned by NICE, which are used alongside the connector’s authentication token to route calls to a project.
Handoff process
Signal API
PolyAI uses the Signal API for call handoffs. This API supports up to 9 additional parameters, making it useful for passing larger
data sets to clients.
Requirements for the Signal API
- A Client-provided
access_key_id
and access_key_secret.
- The
Client_id
and client_secret
from NICE: To obtain these, fill out the NICE API application form. Include:
- Your CxOne business unit number.
- Your contact details, arbitrary application name, and description.
- Answer tenant-related questions: Select Single and Global.
- For Questions 10 and 11: Choose
secret_basic
and AdminAPI
.
- For Question 12: Select Back-End.
Expect a few days for processing to complete, and then you will receive a client_id
and client_secret
.
Using the Signal API
- Configure the Signal API in the PolyAI project:
- Use
CxOneClient
to initialize as a service in services > __init__.py
.
- Call the
signal
function, requiring a contact_id
passed via an X-Header in the initial SIP INVITE.
- Pass additional data:
- Use the API to include up to 9 arbitrary parameters if more detailed data is required than the SIP X-Header can accommodate.
Setup steps
1: Obtain required credentials
- From NICE: Retrieve
client_id
and client_secret
after form submission.
- From the client:
Access_key_id
and access_key_secret
, and the CxOne business unit number.
- Add a NICE connector to your PolyAI project.
- Save the provided authentication token for routing calls.
- If applicable, enable the Handoff API in your project and generate an API key for screen-pop or related functionality.