NICE CXone

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Overview

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Shared NICE integration

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Handoff process

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Signal API

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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.
  • Select secret_basic for the authentication method and AdminAPI for the API type.
  • Select Back-End for the application type.

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Using the Signal API

1. Configure the Signal API in the PolyAI project:
   • PolyAI configures the Signal API connection for your project.
   • The contact_id is passed via an X-Header in the initial SIP INVITE.
2. Pass additional data:
   • The Signal API supports up to 9 additional parameters if more detailed data is needed beyond what the SIP X-Header can accommodate.

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Setup steps

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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.

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2: Configure the NICE connector in PolyAI

1. Add a NICE connector to your PolyAI project.
2. Save the provided authentication token for routing calls.
3. If applicable, enable the Handoff API in your project and generate an API key for screen-pop or related functionality.