Overview

This document explains the AgentAssist Voice channel integration with NICE-CTI Salesforce.

Shared Responsibilities

Activity	Responsibility
	CXOne Customer	Kore.ai
Nice CX One Platform
ACD Configuration	Skills creation and mapping Hours of Operation Points of Contact Campaign Customization of Scripts and attaching to Number/Chat PoC
CXOne Studio Script	Customize Bot details in the script	Provisioning the studio script template
Signal API Auth	Configure CXOne Authentication for accessing CXOne Signal API from Kore bot
Agent Assist Hub	Configure NICE Studio Agent Assist
Kore Bot Configuration	Bot creation Bot Credentials generation
Salesforce Org
Chat Configuration	Enabling NICE Calls on Salesforce with proper screen pop settings
Installing Kore AgentAssist Package	Installing the package	Providing the package URL
Configuring Kore AgentAssist Package	Validate pre-requisite Licenses Configure Bot Details Add NICE Signal Credentials

 

Prerequisites

• The NICE CX Salesforce package installed in your Salesforce org.
• NICE CX account set up and can receive calls on the Salesforce Service Console softphone.
• NICE CX Studio installed on your device.
• Agent Assist Hub enabled for your account.
• Kore AgentAssist NICE InContact package for Salesforce installed in your Salesforce account.
• Accounts using audiosockets must be migrated to Kore Voice Gateway.
• Have the bot credentials saved separately. You need Bot ID, Client ID, Client Secret, and SIP URI. Read Configure Voice Channel and Chat Channel for a walkthrough.

Agent Assist Hub

1. Sign in to your NICE account with the username and password provided by the NICE customer support.
2. Click the applications launcher button.
   
   
   • A menu opens from the left side of the page.
3. Click OTHERS > Automation & AI.
   
   
4. Click Agent Assist Hub > Add Agent Assist App.
   
   
5. Enter the name of the Agent Assist App in the AGENT ASSIST APP NAME field.
6. Select Custom Agent Assist Endpoints.
7. Click Next.
   
   
8. Add the following settings with config parameters provided by the Kore.ai representative:
   1. Agent UI Option: Available by default (could be account specific)
      1. App URL: Kore.ai AgentAssist URL. https://agentassist.kore.ai/integrations/nice/iframe/?params={scriptparams} by default unless specified by your Kore.ai representative.
      2. App Title: As per the requirement.
      3. Participants: Both
      4. Text Relay Endpoint: https://agentassist.kore.ai/integrations/nice/relay/toKore
         
         
      5. Audio Relay Endpoint: <Websocket URL>/audiosocket/nice?sipuri=<Bot SIP URI>&token=<Token>&botId=<Bot ID>&accountId=<>&agentassist=true
         1. 1. Websocket URL: “wss://savg-webserver.kore.ai” unless specified.
            2. Bot SIP URI and Bot ID: From the bot details.
            3. Account ID: From the Koreai representative.
            4. Token: Create a JSON Web Token on jwt.io with the following details.
               1. Payload: {“appId”: <Bot Client ID>}
               2. Header: {“alg”: “HS256″,”typ”: “JWT”}
               3. Secret: Your Kore.ai Client Secret.
      6. Scroll down and add the following Configuration Parameters:
         
         
9. Click Create.

Salesforce Setup

Configure the Kore AgentAssist Licence

1. Click the app launcher.
   
   
2. Type “kore” in the search box and select Kore AgentAssist Feature Configuration from the displayed list.
   
   
3. Click New from the top right corner of the page.
   
   
4. Type Test Configuration in the Configuration Name field.
   
   
5. Select NICE inContact in the CTI Provider list.
   
   
6. Select Active and click Save.
   

Configure Kore.ai AgentAssist

1. Click the app launcher.
2. Type “config” in the search box and select Kore AgentAssist Configuration from the displayed list.
   
3. Click New from the right top corner of the page.
4. Enter the required details.
5. Select Active and click Save.
   
   

Configure NICE API Credentials

1. Click the app launcher.
2. Type “nice” in the search box and select Nice Signal Credentials from the displayed list.
   
   
3. Click New from the top right corner of the page.
4. Add the required configuration parameters.
   You can receive the “Proxy Tunnel Endpoint” from your Kore.ai representative.
5. Request the NICE Token Base URL and NICE API URL from your NICE CX representative.
6. Click Save.
   
   

Configure NICE CTI Data in Salesforce

1. Click the app launcher in Salesforce and go to Salesforce Agent Settings.
2. Sign in to your NICE CX account.
3. Ensure the data storage setting, Store Salesforce Agent Script Variables, is enabled, and click Save.
   
   

Enabling Salesforce OAuth

1. Go to Setup > OAuth and OpenID Connect Settings and enable Allow OAuth Username-Password Flows.
   
   
2. Create a connected Salesforce app and get the Access Key and Access Token. Follow this guide for help.

Connecting Salesforce with NICE Studio Script

1. Open the NICE CX Studio app.
2. Click the Salesforce Auth tile, and add the credentials you generated.
   The password is your Salesforce password appended with your Security Token. Refer to this guide for help.
3. Replace the Salesforce Base URL too. Check the next step for instructions.
   
4. Modify the Salesforce Base URL as per your Salesforce org. You can get it by running the following curl:
   
   curl –location –request POST ‘https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=<Salesforce Client ID>&client_secret=<Salesforce Client_Secret>&username=<Salesforce_Username>&password=<Salesforce Password + Salesforce Security Token>’
   • Change the parameters as per your Salesforce account.
5. Save the flow and you can now test with a new call.

NICE CX – Attaching Number to the Script

1. Go to the NICE home page.
2. Click the application launcher button.
3. Click ACD.
4. Click Points of Contact.
5. Click the number you want to attach with AgentAssist.
6. Click Edit.
7. Change the script based on your needs.
8. Click Done.