NICE CXone integration guide

Configuration

Campaign
Create a new campaign or use an existing one in subsequent steps

ACD Skill
1. Create Work Item ACD Skill
- Media Type: Work Item
- Skill Name: (Any)
- Type: Real-Time
- Campaign: Use Campaign from above

2. Add Users

Work Item Script
Create WI Script in the following properties
1. Begin Flow
Begin -> Reqagent -> Stop

2. Onanswer Flow
onanswer -> Rest API Action -> Indicate -> PopURL -> Stop
- Rest API Action
- Command: MeageRestRequest
- Service Address: https://us.engage.app/api/nice/business-units/{busno}/interactions/{contactId}/accept
- Headers: {"Key":"Value"}
- Parameters: {"agentId":"{agentId}"}
- Verb: POST
- Indicate
- ImageFile: https://us.engage.app/images/talkative.png
- ActionValue: https://us.engage.app/console/interactions/{workItemId}?distributor=Twilio-Talkative
- PopURL
- AgentID: agentid
- URL: https://us.engage.app/console/interactions/{workItemId}?distributor=Twilio-Talkative
- TabTitle: Talkative Interaction Console

3. Pageclose Flow
Pageclose -> End

4. Onrelease Flow
Onrelease -> Rest API Action -> Stop
- Rest API Action
- Command: MeageRestRequest
- Service Address: https://us.engage.app/api/nice/business-units/{busno}/interactions/{contactId}/end
- Headers: {"Key":"Value"}
- Verb: POST

Point Of Contact
1. Create Work Item POC
- Media Type: Work Item
- Name: (any)
- Skill: Select Skill created above
- Script: Select Script created above

Create API Key
1. Go to profile
2. Go to Access Keys
3. Click "Add access key"

Talkative Config
1. Create Nice Distributor with access key
2. Map Queue to PoC