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The 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.

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Overview

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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.

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Handoff process

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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.

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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.
    • 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.

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Using the Signal API

  1. 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 using an X-Header in the initial SIP INVITE.
  2. 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.

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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.