NiCE CXone (Non-Integrated) - Cognigy Documentation

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Description

This feature is in beta. We encourage you to try it out and provide us with feedback.

The NiCE CXone (Non-Integrated) handover provider bridges Cognigy.AI and NiCE CXone, enabling end users to connect with human agents in a NICE CXone contact center.NiCE CXone (Non-Integrated) is for Cognigy.AI installations that are deployed independently from NiCE CXone. The two systems run on separate infrastructure, so you must configure a BYOC (Bring Your Own Channel) channel and provide NiCE CXone credentials manually.

Prerequisites

• Access to NiCE CXone.
• Cognigy.AI installation isn’t integrated with NiCE CXone environment. If your Cognigy.AI installation is already integrated with NiCE CXone at the platform level, use the standard NiCE CXone (Integrated) handover provider.
• An Administrator role in NiCE CXone to access the required configuration settings and create API credentials.
• A Client ID and Client Secret obtained by submitting the CXone Application Registration form. NiCE sends the credentials to your registered technical contacts within 2–3 business days. You need these credentials later in Cognigy.AI.

Restrictions

• The Transfer Node isn’t supported.

• If your NiCE CXone Studio script is configured to send a message to the user after a handover is initiated, the Repeat Handover Accepted Message setting in the Handover to Human Agent Node won’t work. The message sent by the Studio script is treated as a human agent response, which prevents the Handover Accepted Message from repeating.

• Configuring the estimated wait time logic isn’t supported on the Cognigy.AI side for the NiCE CXone integration. Instead, add an Estimated Wait Time action to your NiCE CXone Studio script.

• After importing a NICE CXone (Non-Integrated) handover provider from a Package or Snapshot, repeat Create and Configure a Handover Provider starting from step 4, then follow the steps in Configuration on the NICE CXone side. This configuration isn’t included in the import.

Configuration on the Cognigy.AI Side

1. Create and Configure a Handover Provider

2. In Cognigy.AI, go to Deploy > Handover Providers.

3. Click + New Handover Provider and select NiCE CXone.

4. Enter a unique name for the provider. This name will be used as the channel name in NiCE CXone.

5. Click Save. The Handover Provider Editor page opens. In the browser address bar, locate the URL and copy the handover provider ID after /handover-provider/. For example, in the following URL: https://trial.cognigy.ai/project/65ae8e3adc2d77e6e260aa37/69b009f72e3deaa53a602d66/handover-provider/69f9bba8844ecf15d07954f9, the handover provider ID is 69f9bba8844ecf15d07954f9. Copy and save this value. You need it when configuring the Channel Integration ID field.

6. Configure the following fields:

Tenant ID

The unique identifier of your NiCE CXone instance.

1. In NiCE CXone, click the Applications app selector in the upper-left corner.
2. In the left-side CXone Mpower Hubs menu, go to General > Admin.
3. Open the upper-right menu, click My Profile And More and select My Profile.
4. On the General tab, copy the value from the Tenant ID field and enter it in Cognigy.AI.

Business Unit ID

The identifier of your NiCE CXone business unit.

1. In NiCE CXone, click the Applications app selector in the upper-left corner.
2. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > ACD Configuration > Business Units.
3. On the Business Unit details page, copy the value from the Unit Number field and enter it in Cognigy.AI.

NiCE CXone Authentication Outbound

Credentials for authenticating outbound API calls from Cognigy.AI to NiCE CXone. Configure the following parameters:

• Name — a unique name for your connection.
• Access Key ID— the Access Key ID for your NiCE CXone user:

1. In NiCE CXone, click the Applications app selector in the upper-left corner.
2. In the left-side CXone Mpower Hubs menu, go to General > Admin.
3. Open the employee profile used for API access.
4. On the Security tab, click Add Access Key.
5. Click Show Secret Key and immediately copy the Access Key ID and Access Key Secret to a secure location. The Access Key Secret is shown only once.

• Access Key Secret — the Access Key Secret copied in the same step as the Access Key ID.
• Client ID — the Client ID received from NiCE CXone as part of Prerequisites.
• Client Secret — the Client Secret received from NiCE CXone as part of Prerequisites.

Channel Integration ID

The identifier of the channel integration in NiCE CXone.

1. In NiCE CXone, click the Applications app selector in the upper-left corner.
2. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD.
3. Go to Digital > Bring Your Own Channel and click + Add.
4. Configure the following fields:

Replace <cognigy-instance-domain> in the URL with the domain of your Cognigy.AI instance. For example, if your instance URL is https://trial.cognigy.ai, replace <cognigy-instance-domain> with trial.

• Name — a name for the integration, for example, Cognigy.AI Integration.
  • Integration box URL — https://endpoint-<cognigy-instance-domain>.cognigy.ai/handover/niceCxOne.
  • Authorization URL — https://endpoint-<cognigy-instance-domain>.cognigy.ai/handover/niceCxOne/{handover-provider-id}/auth/token, where {handover-provider-id} is the handover provider ID copied earlier.
  • Add action URL — https://endpoint-<cognigy-instance-domain>.cognigy.ai/handover/niceCxOne/add.
  • Reconnect action URL — https://endpoint-<cognigy-instance-domain>.cognigy.ai/handover/niceCxOne/reconnect.
  • Remove action URL — https://endpoint-<cognigy-instance-domain>.cognigy.ai/handover/niceCxOne/remove.
  • Client ID — a Client ID of your choice, for example, nice-cxone-dev-tech-writers. Save this value. You need it for the Client ID in Channel Integration Authentication.
  • Client Secret — a 32-character string. You can generate this value using any secure random string generator. Save this value. You need it for the Client Secret in Channel Integration Authentication.

5. Click Save. Copy the generated Integration ID and enter it in Cognigy.AI.

Channel Integration Authentication

Credentials for authenticating the channel integration. Configure the following parameters:

• Name — a unique name for your connection.
• Client ID — the Client ID you entered when creating the channel integration in NiCE CXone.
• Client Secret — the Client Secret you entered when creating the channel integration in NiCE CXone.

6. Click Save. A channel is created on the NiCE CXone side.

7. Verify the created channel in NiCE CXone:

8. In NiCE CXone, go to Omnichannel Routing > ACD, then Digital > Points of Contact Digital.

9. Find the channel with the same name as your NiCE CXone handover provider in Cognigy.AI. If you don’t find the channel, the connection wasn’t established. Check the handover provider configuration to ensure that all credentials are valid.

10. Add a Handover to Human Agent Node

11. In the Flow editor, add a Handover to Human Agent Node.

12. From the Handover Provider list, select the NiCE CXone provider that you created.

13. Configure the handover behavior, such as accepted messages or cancellation handling, as needed.

14. (Optional) Configure additional settings:

• Send Transcript as first message - allow NiCE CXone to receive the conversation transcript as the first message when the handover begins. This setting is turned on by default.
  • Display Agent Details - display the human agent’s name and avatar from NiCE CXone in the chat for the end user. This setting is turned off by default.
  • Custom Attributes — add custom attributes, which allows you to include additional information. When sending custom attributes from Cognigy.AI to NiCE CXone, you can enter them in two ways:

JSON String

{"customerType":"premium","tags":["urgent","vip"]}

JSON Object

{ "customerType": "premium", "tags": ["urgent","vip"], "preferences": { "language": "en", "notifications": true }}

No NiCE CXone-specific fields are required in the Node. Routing to the correct queue or human agent team is configured on the NiCE CXone side.

Configuration on the NiCE CXone Side

1. Configure Handover Permissions

2. In NiCE CXone, click the Applications app selector in the upper-left corner.

3. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > Roles.

4. Select the role assigned to your account, for example, Administrator.

5. In Assigned Channels, select the channel with the same name as the NiCE CXone handover provider you created in Cognigy.AI.

6. Click Update Role Permissions and assign either all permissions or the minimum scope:

• Send Replies
  • Assign / Reassign Conversations
  • Reassign Conversations Save your changes.

2. Create a Skill

To ensure that conversations are automatically assigned to human agents, create a skill and assign it to the channel and human agent.

1. In NiCE CXone, click the Applications app selector in the upper-left corner.
2. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > ACD Skills.
3. Click Create New > Single Skill.
4. Configure the following fields:

• Media Type — select Digital.
• Skill Name — enter a name for your skill.
• Inbound/Outbound — select Inbound.
• Campaign — select any existing campaign.

5. Click Create. After creating the skill, assign it to the channel:

6. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > Digital > Points of Contact Digital.

7. Find the channel with the same name as your Cognigy.AI handover provider. Click Edit, go to the Skills tab, and select the created skill from the Select default skill list.

8. Verify the skill is assigned to a human agent:

9. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > ACD Users.

10. Select the user from the list, and check the Skills tab to ensure the required skill is assigned.

11. Review the Studio Script

12. Click the Applications app selector in the upper-left corner. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > Studio.

13. Open the Cognigy folder. Inside, locate the Cognigy Handover Script <cognigy-handover-providerId>, where <cognigy-handover-providerId> is the ID of the handover provider in Cognigy.AI. Don’t rename the folder because Cognigy.AI references the script by its original name when deleting the provider.

You can adjust the script later using the NiCE CXone Studio Scripts documentation. In the script, make sure not to change the ESCALATE and END ESCALATION actions because Cognigy.AI uses them to start and end handovers.The ONRELEASE action notifies Cognigy.AI that the human agent has closed the conversation. Cognigy.AI then triggers the On Resolve Options setting configured in the Handover to Human Agent Node.

4. Test the Handover

Use a Cognigy.AI Webchat v3 Endpoint for quick testing.

1. In Cognigy.AI, go to the Webchat v3 Endpoint settings. Open Demo Webchat and trigger the handover.

2. In NiCE CXone, click the Applications app selector in the upper-left corner.

3. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > Agent.

4. In the Agent window, select your preferred option for how you want to connect. For example, select Set Phone Number, enter a phone number, and click Launch.

5. With the correct skill assigned, the conversation will appear in the agent’s queue. Otherwise, you can select Search in the left-side menu and find the recent conversation that was created.

6. Verify that the conversation appears in NiCE CXone. Confirm that it can be picked up by a human agent.

7. Send a reply from NiCE CXone and verify that it appears in the Demo Webchat.

Additional Configuration

Attachments

When using a Webchat v3 Endpoint with the NiCE CXone handover provider, end users can send and receive file attachments during a handover session.End users can upload, share, and receive the following file types from Webchat v3 with human agents:

To activate attachment uploads from Webchat v3, configure File Storage in the Webchat v3 Endpoint settings.

Troubleshooting

More Information

• NiCE CXone (Integrated) Handover Provider
• NiCE CXone Handover Provider Overview
• All Handover Providers
• Handovers
• NiCE CXone Endpoint