Agent AI Integration with NICE CXone Agent Desktop for Outbound Calls

This document provides step-by-step instructions for integrating the Agent AI widget into the NICE Agent Desktop environment. This integration supports key Agent AI features such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, and Transcription. It also supports end-of-call summary and custom data passing (such as agent name and ID) to the Agent AI widget.

Prerequisites

Before beginning the integration, ensure that you have the following:

• NICE CXone
  • A NICE CXone administrator account with privileges to:
    • Configure automatic call distribution (ACD).
    • Create campaigns, skills, and dispositions.
    • Access NICE CX Studio and NICE Integration Hubs (Automation & AI > Agent Assist Hub)
  • NICE CX Studio installed on your Windows system.
  • Agent Assist Hub available for your NICE CXone account. (Contact NICE Support; additional license cost applies.)
  • Ability to place outbound calls from NICE Agent Desktop.
  • Voice Interaction Streams available for your NICE environment.
• Agent AI
  • Access to the Agent AI application.
  • Access to the Agent AI configuration portal.
  • An existing Agent configured with:
    • Channels → Voice Gateway (KVG) set up
    • Channels → Web/Mobile (for Client ID, Client Secret, Bot ID)
  • Agent AI widget URL, Bot ID, Client ID, Client Secret, and Account ID.
  • SIP Trunk + SIP URI configured under Agent AI > Flows & Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk.
  • Network/firewall rules that allow access to:
    • HTTPS: platform.kore.ai (or your on-prem host)
    • WSS (Voice WebSocket): savg-webserver.kore.ai or region equivalent.

Definitions

Section	Key	Definition	Reference
Nice CX Integration Hubs > Add Agent Assist App	Agent AI URL	The domain of the Agent AI widget.	URL is https://platform.kore.ai If it is on-prem, the URL is the origin where your Agent AI widget is hosted.
NICE CX Studio > Outbound Voice Script and Configure Parameters	AgentAssistWidgetURL	URL that points to the Agent AI widget. For example, https://platform.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html	Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details
Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters	BotId	A unique identifier assigned to an AI Agent.	Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details
Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters	ClientId	An identifier provided to a client application.	Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details
Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters	ClientSecret	A secret key or password associated with the ClientId.	Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details configuration portal.
Nice CX Integration Hubs > Add Agent Assist App	AccountID	A unique identifier assigned to an account.	Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details
Nice CX Integration Hubs > Add Agent Assist App	Voice Gateway (KVG)	For Saas in the US region, the value is wss://savg-webserver.kore.ai For on-prem, refer to the corresponding host

Region-Specific URLs

Region	Agent AI URL	WSS URL	DNS
US	https://platform.kore.ai	wss://savg-webserver.kore.ai	@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com
JP	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 you must complete to integrate Agent AI with NICE CXone Agent Desktop.

• NICE CX Integration Hubs, Add Agent Assist Hub
• NICE CX Studio, Import Outbound Voice Script and Configure Parameters
• NICE CX Account Setup for Outbound Calls
• Outbound Voice Simulation

Step 1: NICE CX Integration Hubs > Add Agent Assist Hub

1. Sign in to your NICE account with the user name and password provided by the NICE Customer Support.

2. Select the Applications Launcher button.
   

3. Select OTHERS > Automation & AI.
   

4. Select 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. Select Next.
   

8. Add the following settings with config parameters:

   • Agent UI Option: No Assist Panel shown to the agent
   • App Title: Agent AI (change as needed)
   • Participants: Both

   • Turn on the CTI EVENT toggle.
     

   • Audio Relay Endpoint: {[Kore Voice Gateway(KVG)]}/audiosocket/nice?sipuri=<Bot SIP URI><DNS>&token=<Token>&botId=<Bot ID>&accountId=<Account ID>&agentassist=true

     • Bot SIP URI: Flows & Channels > Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk > Agent AI section of the Agent AI configuration portal.
       

     • Bot ID and Account ID: Flows & Channels > Channels > Digital > Web/Mobile Client > JWT App Details section of the Agent AI configuration portal.
       

     • 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.
     • Select Create.

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

1. Download the script for outbound voice from the Agent AI repository.
   • XML script link
   • JSON script link
2. Open the NICE CX Studio app from your desktop.
3. Select File > Import from File.
4. Select the downloaded outbound voice script.

5. Double-click the Generate iframe params tile.

   

6. Update the values for the corresponding parameters:

   • Agent AI Parameters
     • Bot Client ID
     • Bot Client Secret
     • Bot ID
     • Agent AI Widget URL
     • Bot Language Code: en is set as the default language. Refer to the Supported Languages doc to provide the language code for your AI Agent's language.
   • Custom Data: You can use the customdata object in the script to pass information to the AI Agent. At runtime, this customdata is accessible in the UserContext of the AI Agent. Refer to Access Custom Data in Agent AI Bot for instructions on how to access customdata in the AI Agent. Include your data in the customdata object (one key-value pair per line). For example:
     • customdata.agentName="Agent"
     • customdata.agentID="{__agentid}"

7. Double-click the Agent Assist tile.
   

8. Select the checkbox next to the Agent Assist instance you created in the above step.
   

9. Select Yes.

10. After selecting Agent Assist, select the Close button on the bottom-right corner of the page.

    Note

    Do not select the X button to close the window, as this does not save the changes.

Step 3: NICE CX Account Setup for Outbound Calls

Follow Set Up Manual Outbound Voice to set up Outbound Voice in NICE CXOne.

During Skill creation, select the NICE Studio Script created in the previous step as the custom script.

Note

To view the summary pop-up in the Agent AI widget, you must select either Automatic Wrap-up or Disposition for the Post Contact setting of the skill. If you don’t select any, by default None is selected. The chat/voice screen automatically closes once the conversation ends.

Outbound Call Simulation

1. Go to the NICE home page.
2. Select Application Launcher > Agent.
3. Select Integrated Softphone.
4. Select Connect.

5. Change the status to Available.
   

6. Select New Outbound at the top-left of the desktop.
   

7. Enter a phone number in the search bar, select Voice Call, and select the outbound skill created in the previous step.
   

8. Select the Call button.

9. When a customer accepts the call, the Agent AI widget loads automatically.
   

10. Select Hang Up to disconnect the call.

11. The call summary pop-up is triggered at the end of the call session.
12. Select the disposition (Submit or Copy), and select Save & Close.
    

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