> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# NICE Agent Desktop Voice

This document provides detailed instructions on integrating the Kore.ai Agent AI widget into the NICE Agent Desktop environment. It offers step-by-step guidance to ensure a smooth and efficient setup. This integration supports all the features of Agent AI such as Automation, [Agent Coaching](/ai-for-service/agentai/agent-experience/agent-realtime-coaching), [Agent Playbook](/ai-for-service/agentai/agent-experience/playbook), [Sentiment Analysis](/ai-for-service/agentai/agent-experience/agent-assist-widget-v3), and [Transcription](/ai-for-service/agentai/agent-experience#transcript-tab) along with end-of-call summary and Custom Data passing, such as agent name and ID, to the Agent AI widget.

## Shared Responsibilities

### NICE CXOne Admin

* **ACD Configuration**: CXOne customers are responsible for creating and mapping skills within the ACD system to ensure proper routing of interactions.
* **Campaign Setup**: Customers must set up campaigns, including specifying routing and agent availability, on the CXOne platform.
* **Agent Assist Hub Configuration**: CXOne customers are responsible for configuring the Agent Assist Hub settings within NICE Studio.

### Kore.ai Admin

**Provide Studio Script for Voice**: The support team assists you in setting up the Studio Script to ensure seamless integration with the CXOne platform.

## Prerequisites

* NICE CX administrators with access to a NICE CX account, privileges to set up the following configurations, and the ability to receive calls on the agent desktop.
* [NICE CX Studio](https://help.nice-incontact.com/content/studio/studio.htm) installed on your windows device.
* Agent Assist Hub enabled for your account. Contact your NICE CX representative. It requires an extra license.
* Access to Kore Agent AI application and familiarity with creating and configuring a Kore AI Agent.
* Kore.ai App credentials such as Agent AI Widget URL, Bot ID, Client ID, Client Secret, Account ID, and SIP URI.
* Ensure that NICE enables Voice Interaction Streams.

## Definitions

| Section                                                           | Key                  | Definition                                                                                                                                | Reference                                                                                                                                                                                                                                                                                 |
| ----------------------------------------------------------------- | -------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| NICE CX Integration Hubs > Add Agent Assist App                   | Agent AI URL         | The domain of Agent AI.                                                                                                                   | - If it's legacy Agent AI, the URL is `https://agentassist.kore.ai`.<br />- If it's Platform, refer to the [Getting Started](/ai-for-service/getting-started) doc and use the URL specific to your location.<br />- If it's on-prem, the URL is the origin where your Agent AI is hosted. |
| NICE CX Studio > Import the Voice Script and Configure Parameters | AgentAssistWidgetURL | URL that points to the Agent AI widget.<br />For example: `https://agentassist.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html` | Channels > Chat section of the Agent AI configuration portal.                                                                                                                                                                                                                             |
| NICE CX Studio > Import the Voice Script and Configure Parameters | BotId                | A unique identifier assigned to an AI Agent.                                                                                              | Channels > Chat section of the Agent AI configuration portal.                                                                                                                                                                                                                             |
| NICE CX Studio > Import the Voice Script and Configure Parameters | ClientId             | An identifier provided to a client application.                                                                                           | Channels > Chat section of the Agent AI configuration portal.                                                                                                                                                                                                                             |
| NICE CX Studio > Import the Voice Script and Configure Parameters | ClientSecret         | A secret key or password associated with the ClientId.                                                                                    | Channels > Chat section of the Agent AI configuration portal.                                                                                                                                                                                                                             |
| NICE CX Integration Hubs > Add Agent Assist Hub                   | AccountID            | A unique identifier assigned to an account.                                                                                               | Channels > Chat section of the Agent AI configuration portal.                                                                                                                                                                                                                             |
| NICE CX Integration Hubs > Add Agent Assist Hub                   | Voice Gateway        | For SaaS in the US region, the value is `wss://savg-webserver.kore.ai`.<br />For on-prem, refer to the corresponding host.                |                                                                                                                                                                                                                                                                                           |

**Region-Specific URLs**

| Region | Agent AI URL                     | Platform URL                  | WSS URL                             | DNS                                                                       |
| ------ | -------------------------------- | ----------------------------- | ----------------------------------- | ------------------------------------------------------------------------- |
| US     | `https://agentassist.kore.ai`    | `https://platform.kore.ai`    | `wss://savg-webserver.kore.ai`      | `@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com`   |
| JP     | `https://agentassist-jp.kore.ai` | `https://jp-platform.kore.ai` | `wss://jp-savg-audiosocket.kore.ai` | `@savg-jp-prod-int-nlb-3989d946fc1ced3b.elb.ap-northeast-1.amazonaws.com` |

## Configuration Steps

This section explains the configuration steps needed to integrate Kore Agent AI with NICE MAX Desktop.

* [Shared Responsibilities](#shared-responsibilities)
  * [NICE CXOne Admin](#nice-cxone-admin)
  * [Kore.ai Admin](#kore-ai-admin)
* [Prerequisites](#prerequisites)
* [Definitions](#definitions)
* [Configuration Steps](#configuration-steps)
  * [Step 1: Nice CX Integration Hubs > Add Agent Assist Hub](#step-1-nice-cx-integration-hubs->-add-agent-assist-hub)
  * [Step 2: NICE CX Studio > Import the Voice Script and Configure Parameters](#step-2-nice-cx-studio->-import-the-voice-script-and-configure-parameters)
  * [Step 3: NICE CX Setup > Attach Point of Contact with Voice Script](#step-3-nice-cx-setup->-attach-point-of-contact-with-voice-script)
* [Voice Simulation](#voice-simulation)

### Step 1: Nice CX Integration Hubs > Add Agent Assist Hub

1. Sign in to your NICE account using the username and password from NICE customer support.

2. Click the **Applications Launcher** button.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/app_launcher_button_1.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=613c1cb9cee9c1709372bec87a2cb65f" alt="app_launcher_button" width="1847" height="933" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/app_launcher_button_1.png" />

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**.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/custom_agent_assist_endpoints_4.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=56987d890d8fca4f2396e90757794542" alt="custom_agent_assist_endpoints" width="1848" height="861" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/custom_agent_assist_endpoints_4.png" />

8. Add the following settings with config parameters:
   1. **Agent UI Option**: No Assist Panel shown to agent

   2. **App Title**: Kore AA (this isn't a visible UI)

   3. **Participants**: Both
      <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/config_parameters_5.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=6ab67ecae9ed60d78209f7e3148ee8b5" alt="config_parameters" width="1159" height="772" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/config_parameters_5.png" />

   4. **Audio Relay Endpoint**: `{Voice Gateway}/audiosocket/nice?sipuri=<Bot SIP URI><DNS>&token=<Token>&botId=<Bot ID>&accountId=<Account ID>&agentassist=true`
      1. **Bot SIP URI**: **Agent AI** > **Flows & Channels** > **Channels** > **Voice Gateway** > **SIP Numbers** > **Configure SIP Trunk** page.
         <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/bot_sip_uri_6.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=cc8aaf7ed82898d5c33af8053c6a818f" alt="bot_sip_uri" width="701" height="858" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/bot_sip_uri_6.png" />

      2. **Bot ID and Account ID**: **Agent AI** > **Flows & Channels** > **Channels** > **Digital** > **Web/Mobile Client** page.
         <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/botid_accountid_7.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=cc989144941430542ce794ca31048038" alt="botid_accountid" width="680" height="859" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/botid_accountid_7.png" />

      3. **Token**: Create a JSON Web Token on jwt.io with the following details:
         * Payload: `{"appId": <Bot Client ID>}`
         * Header: `{"alg": "HS256","typ": "JWT"}`
         * Secret: Bot Client Secret.

9. Click **Create**.

### Step 2: NICE CX Studio > Import the Voice Script and Configure Parameters

1. Download the [script for voice](/ai-for-service/assets/nicecx-agent-desktop-voice.json) from the Kore.ai NICE integration repository.

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

3. Click **File** > **Import from File**.

4. Select the downloaded script for voice. It looks like the following screenshot:
   <img src="https://mintcdn.com/koreai/DigTNSw5gOwHfPBA/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/voice_script_8.png?fit=max&auto=format&n=DigTNSw5gOwHfPBA&q=85&s=eeb27de7fff1b73a891f8dd4a5765f01" alt="voice_script" width="1297" height="629" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/voice_script_8.png" />

5. Double-click the **Generate Iframe Params** tile.

   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/generate_iframe_params_9.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=19fb700eb3a85110607552592d8fe8f7" alt="generate_iframe_params" width="976" height="120" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/generate_iframe_params_9.png" />

   <img src="https://mintcdn.com/koreai/DigTNSw5gOwHfPBA/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/iframe_params_script_10.png?fit=max&auto=format&n=DigTNSw5gOwHfPBA&q=85&s=f715a0e055cde69448fe49859683fd15" alt="iframe_params_script" width="785" height="553" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/iframe_params_script_10.png" />

6. Update the values for the corresponding parameters:

   1. **Kore.ai parameters**:
      * Bot Client ID
      * Bot Client Secret
      * Bot ID
      * Agent AI Widget URL
      * Bot Language Code - `en` is the default language. Refer to [this doc](/ai-for-service/agentai/agent-experience/supported-languages) to provide the language code for your AI Agent's language.
   2. **Custom Data**: Use the `customdata` object in the script to pass information to the AI Agent. During runtime, this custom data is accessible in the `UserContext` of the AI Agent. Refer to [Access Custom Data in Agent AI Bot](/ai-for-service/agentai/agent-experience#access-custom-data) for instructions on how to access custom data in the AI Agent.

   Include your data in the `customdata` object (one key-value pair per line). For example: `customdata.agentName="Agent"` and `customdata.agentID="1234"`

7. Double-click the **PopURL** tile.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/popurl_tile_11.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=17cf08b1acc4f6e039910cbc06aba653" alt="popurl_tile" width="976" height="120" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/popurl_tile_11.png" />

8. In the PopURL, update the URL with the following values:
   * `{Agent AI URL}/integrations/nice/iframe/?params={scriptparamsjson}`
   * Tab Title: Kore AgentAI (change as per your requirement)
   * Pop Destination: Contact Panel (it's preset for imported script)

9. Double-click the **Agent Assist** tile.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/agent_assist_tile_12.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=d658afe3e28d70f3b8cfd06df2bc0971" alt="agent_assist_tile" width="976" height="120" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/agent_assist_tile_12.png" />

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 lower-right corner of the page.

    <Note>Don't click the 'X' button to close the window as this doesn't save the changes.</Note>

### Step 3: NICE CX Setup > Attach Point of Contact with Voice 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** to save it.

   <Note>To view the summary pop-up in the Agent AI widget, you must assign a disposition to the skill. If you don't, the voice screen automatically closes once the session ends.</Note>

## Voice Simulation

1. Go to the **NICE** home page.

2. Click **Application Launcher** > **Agent**.

3. Select **Integrated Softphone**, and click **Launch**.

4. Change the status to **Available**.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/available_status_17.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=d812f21035d1a6d5b27a175bf5663e75" alt="available_status" width="1848" height="1080" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/available_status_17.png" />

5. Go back to the **NICE** home page, and click **Application Launcher** > **ACD**.

6. Click **Points of Contact**.

7. Click the Voice Point of Contact you have created.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/point_of_contact_18.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=c2c9fc76d11b401e6d7c19b8ac0f4eba" alt="point_of_contact" width="1848" height="932" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/point_of_contact_18.png" />

8. Copy the **Phone Number**, and initiate the call.

9. Click **Accept**.
   <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/agentai_widget_20.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=344b7ba5fb2da33817d140e636dc9271" alt="agentai_widget" width="1851" height="982" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/agentai_widget_20.png" />

10. Click **Hang Up** to disconnect the call. The Call summary pop-up triggers at the end of the call session.
    <img src="https://mintcdn.com/koreai/LoQr0oPdwIVIy42h/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/hang_up_voice_calls_21.png?fit=max&auto=format&n=LoQr0oPdwIVIy42h&q=85&s=f5419df67461bbac246540c62570a5a9" alt="hang_up_voice_calls" width="1850" height="1080" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/hang_up_voice_calls_21.png" />

11. Select the disposition, copy the summary, and paste it in the NOTES for future reference.

12. Click **Save** > **Close**.
    <img src="https://mintcdn.com/koreai/dWOGhT7K2KdSf5AH/ai-for-service/agentai/integration/nice-agent-desktop-voice/images/save_close_summary_23.png?fit=max&auto=format&n=dWOGhT7K2KdSf5AH&q=85&s=a89ca25f8bb565f1ab83e5a9d1fc9be7" alt="save_close_summary" width="1850" height="982" data-path="ai-for-service/agentai/integration/nice-agent-desktop-voice/images/save_close_summary_23.png" />