Voice Automation with NICE CXOne - SIP Integration

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Architecture

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Reference Documentation

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Shared Responsibilities

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CXOne Channel Specifications

• 1 skill (created and mapped)
• 1 Hours of Operation
• 1 Point of Contact (Phone)
• 1 Campaign
• 2 minimal functionality voice call scripts

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Kore Bot Platform Requirements

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Telephony Gateway

• DID or TFN phone number to receive calls.
• All SIP header information.
• Signal API configuration to return control to NICE CXOne.

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SIP Trunk Configuration

1. SIP Trunk Setup
2. Attach Flow

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CXOne Studio Configuration

1. Download the SIP Main Script and SIP Spawn Script and save locally.
2. Import the Studio Script:
   1. Log in to NICE CXOne Studio.
   2. Go to File > Import from File.
   3. Open the saved studio script.
   4. In the SIP Main Script, select the SIP Spawn Script in the Spawn action.
   5. Add SIP headers in the Sipputheader actions:
      • headerName: Key starting with X-*
      • headerValue: The header value
      
   6. Add the SIP phone number in the Placecall action. Enter the SIP DID number configured in the AI for Service SIP Trunk.

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AI for Service Configuration

setCallFlowVariable('sipHeaders', context.BotUserSession.channels[0].handle.sipHeaders);
var headers = getCallFlowVariable('sipHeaders');
userSessionUtils.put('sipHeaders', headers);

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NICE CXOne Authentication

• Authentication API URL from NICE CXOne
• Access Key ID
• Access Key Secret

1. Log in to the NICE Cluster.
2. Click your profile (top right) and select My Profile.
3. Go to the ACCESS KEYS tab and click Add access key.
4. Copy the Access Key ID and Access Key Secret.
5. Send a POST request to the authentication URL (adjust the base URL for your region, for example na1.nice-incontact.com):
   POST https://{region}.nice-incontact.com/authentication/v1/token/access-key
   
   Request body:
   {
     "accessKeyId": "<Your Access Key ID>",
     "accessKeySecret": "<Your Access Key Secret>"
   }
   
6. The response returns an access_token used to authenticate the Signal API.

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Bot Configuration

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Fetch the NICE Authentication Access Token

1. Add a bot action with a Service Node to get the access_token.
2. Set Service Type to Custom Service and Sub Type to REST.
3. Click Edit Request, select POST, and enter the authentication URL.
4. On the Headers tab, add Content-Type: application/json.
5. On the Body tab, add the request body.
6. Click Test, then Save as Sample Response.

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Fetch SIP Headers in the AI Agent

const headers = context.session.UserSession.sipHeaders;
if (headers) {
  let contactId = headers.find(o => o.name === 'X-ExternalCallId');
  if (contactId && contactId.value) {
    koreDebugger.log('Inbound SIP Contact ID: ' + contactId.value);
    BotUserSession.put("ContactId", contactId.value);
  }
}

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Trigger the Signal API

1. Add a bot action with a Service Node to trigger the Signal API.
2. Set Service Type to Custom Service and Sub Type to REST.
3. Click Edit Request, select POST, and enter the Signal API URL (replace {cluster} with your NICE cluster, for example api-b32):
   POST https://api-{cluster}.nice-incontact.com/incontactapi/services/v28.0/interactions/{{context.session.BotUserSession.ContactId}}/signal?p1=AgentHandoff&p3={{context.session.BotUserSession.conversationSessionId}}
   
   ContactId is extracted from SIP headers and stored in BotUserSession. The p1=AgentHandoff parameter triggers the agent transfer.
   
4. On the Headers tab, add:
   • Key: Authorization
   • Value: Bearer {{context.RestAPICall.response.body.access_token}}
   
5. Click Save.

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Code Snippets

• Main Script
• Spawn Script