This document explains how to integrate the AgentAssist chat and voice with the NICE MAX desktop.

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
Signal API Auth	Configure CXOne Authentication for accessing CXOne Signal API from Kore bot
Agent Assist Hub	Configure NICE Studio AgentAssist settings.
Kore Bot Configuration	Bot creation Bot Credentials generation

Prerequisites

• NICE CX Account set up and being able to receive calls and chats on agent desktop.
• NICE CX Studio installed on your device.
• Agent Assist Hub enabled for your account. Contact your NICE CX representative.
• Accounts using audiosockets must be migrated to Kore Voice Gateway.
• Have the bot credentials saved separately. You will need Bot ID, Client ID, Client Secret, and SIP URI. Read Configure Voice Channel and Chat for a walkthrough.

Step 1: Nice CX Integration Hubs > Add Kore AgentAssist App

1. Sign in to your NICE account with the username and password provided by the NICE customer support.

2. Click the Applications Launcher button.
   

3. A menu opens from the left side of the page. 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:

   • Agent UI Option: Available by default (could be account specific)

   • App URL: Kore.ai AgentAssist URL by default, unless specified by your Kore.ai representative

   • App Title: Customizable

   • Participants: Both

   • Text Relay Endpoint: https://agentassist.kore.ai/integrations/nice/relay/toKore
     

   • Audio Relay Endpoint: <Websocket URL>/audiosocket/nice?sipuri=<Bot SIP URI>&token=<Token>&botId=<Bot ID>&accountId=<>&agentassist=true

     • Websocket URL: wss://savg-webserver.kore.ai, unless specified.

     • Bot SIP URI and Bot ID: From the bot

     • Account ID: From the Koreai representative

     • Token: Create a JSON Web Token on jwt.io with the following details:
       • Payload: {“appId”: <Bot Client ID>}
       • Header: {“alg”: “HS256″,”typ”: “JWT”}
       • Secret: Your Kore.ai Client Secret.

9. Scroll down and add the following Configuration Parameters.
   
   

10. Click Create.

Step 2: NICE CX Studio > Import Chat & Voice Scripts and Configure Parameters

1. Download the script for chat from the Kore.ai Nice integration repository.

2. Download the script for voice from the Kore.ai Nice integration repository.

3. Open the NICE CX Studio app from your desktop.

4. Click File > Import from File.

5. Select the downloaded script for chat.

6. Select the downloaded script for voice.

7. Double-click the Generate Iframe Params tile.
   

8. Change the following parameters with the ones your Koreai bot and NICE CX account provide.

   1. Kore.ai Parameters

      • Client ID

      • Client Secret

      • Bot ID

      • Kore.ai SmartAssist URL: Default https://smartassist.kore.ai

      • Kore.ai AgentAssist URL: Default https://agentassist.kore.ai 

   2. NICE CX Credentials: Base region URL is the Host URL of the login page. If the URL for ACD is https://home-abc.nice-incontact.com, then the API URL would be https://api-abc.nice-incontact.com. Also, it is necessary to use the URLs without the trailing slash.
      • NICE CX API Access Key
      • NICE CX API Access Key Secret
      • NICE CX API URL
      • NICE CX Base Region URL
        
9. Double click the Agent Assist tile.
   
   
10. Select the checkbox against the Agent Assist instance you created in the above step.
    
    
11. Click Yes.
    
12. After selecting Agent Assist, click the Close button on the bottom-right corner of the page.

• • Note: Do not click the “X” button to close the window as this will not save the changes.

Step 3: NICE CX Setup > Attach Chat Endpoint and Number with AgentAssist

1. Go to the NICE home page.

2. Click the Application Launcher button.

3. Click ACD.

4. Click Points of Contact.

5. Click the Chat Endpoint you want to attach with AgentAssist. For voice, click the number you want to attach with AgentAssist.

6. Click Edit.

7. Change the script based on your need.

8. Click Done to save it.