NICE MAX Desktop Chat and Voice

This document provides detailed instructions on the integration process of the Kore.ai Agent AI widget into the NICE MAX Desktop environment. It offers step-by-step guidance to ensure a smooth and efficient setup process, covering all necessary aspects of integration from start to finish. This integration will support all outstanding features of Agent AI such as Automation, Agent Coaching, Agent Playbook, Sentiment Analysis, Transcription along with end of call summary and Custom Data passing such as agent name, ID etc to 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.
• Signal API Access: Customers must configure NICE CXOne authentication to allow Kore.ai bots to interact with CXOne’s Signal API.
• 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 Chat and Voice: Kore.ai will assist in provisioning the Studio script to ensure seamless integration with the CXOne platform.

Prerequisites

• NiceCX administrator having access to a NICE CX Account and with privileges to set up the below configurations and able to receive calls and chats on agent desktop.
• NICE CX Studio installed on your windows device.
• Agent Assist Hub enabled for your account. Contact your NICE CX representative. Note this requires an extra license cost.
• Access to Kore AgentAssist application and familiarity with creating and configuring an AgentAssist Bot.
• Kore.ai App credentials such as Agent AI Widget URL, Bot ID, Client ID, Client Secret, Account ID and SIP URI. Read Configure Voice Channel and Chat for a walkthrough.

Definitions

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

Region Specific URLs

Region	Agent AI URL	UXO 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.

1. NICE CX Integration Hubs, Add Agent Assist Hub
2. NICE CX Studio, Import Chat and Voice Scripts and Configure Parameters
3. NICE CX Setup, Attach Point of Contact with Chat/Voice Script
4. Access Data in Agent AI Bot
5. Chat Simulation
6. Voice Simulation

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. 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:

   1. Agent UI Option: Available by default
   2. App URL: {Agent AI URL}/integrations/nice/iframe/?params={scriptparams}
   3. App Title: Kore Agent AI (change as needed)
   4. Participants: Both

   5. Text Relay Endpoint:{Agent AI URL}/integrations/nice/relay/toKore
      

   6. 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 : Channels > Voice section of the Agent AI configuration portal.
        

      • Bot ID and Account ID: Channels > Chat 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.
      • Scroll down and add the following Configuration Parameters. (only for chat)
        

9. Click Create.

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

1. Download the script for chat / script for voice 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 chat / voice.

5. Double-click the Generate Iframe Params tile.
   

   

6. Update the values for the corresponding parameters:

   1. Kore.ai Parameters
      1. Bot Client ID
      2. Bot Client Secret
      3. Bot ID
      4. Agent AI Widget URL

   2. Custom Data: The “customdata” object in the script can be used to pass information to the Agent AI Bot. During runtime, this customdata will be accessible in the UserContext of the bot. Refer to Access Custom Data in Agent AI Bot for instructions on how to access customdata in the bot.

      Include your data in the customdata object (one key-value pair per line). For example:

      1. `customdata.agentName="Agent"`
      
      2. `customdata.agentID="1234"`
      

   3. 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.

      1. NICE CX API Access Key
      2. NICE CX API Access Key Secret
      3. NICE CX API URL
      4. NICE CX Base Region URL

      Note

      Refer to https://help.nice-incontact.com/content/admin/security/manageaccesskeys.htm to create NICE CX API Access Key and NICE CX API Access Key Secret.

7. Double-click the Agent Assist tile.
   

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

9. Click Yes.
   

10. 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.

NICE CX Setup > Attach Point of Contact with Chat/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 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 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 chat/voice screen automatically closes once the session ends.

Access Custom Data in Agent AI Bot

You can access Custom Data in Welcome Events in Agent AI configuration page and in Dialog Tasks in Agent AI automation page.

Custom Data can be accessed as

{{context.session.UserContext.customData.<key>}}

Welcome Events:

Dialog Tasks:

In the Dialog Task, open a Message node, and click MANAGE RESPONSES.

Chat Simulation

1. Go to the NICE home page.
2. Click the Application Launcher button.

3. Click MAX.
   

4. Select Integrated Softphone, and click Connect.

5. Change the status to Available.
   

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

7. Click Points of Contact.

8. Click the Chat Point of Contact you have created.
   

9. Copy the Point of Contact URL, and open it in a new tab.

10. Initiate the chat from here. A chat request appears on the MAX desktop.

11. Click Accept.
    

    

12. Click End to disconnect the chat.
    

13. Click End again to confirm ending the chat. The Chat summary pop-up triggers at the end of the chat session.

14. Select the disposition, and click Save & Close.
    

Voice Simulation

1. Go to the NICE home page.

2. Click Application Launcher > MAX.
   

3. Select Integrated Softphone, and click Connect.

4. Change the status to Available.
   

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.
   

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

9. A voice request appears on the MAX desktop. Click Accept.
   

10. Click Hang Up to disconnect the call.
    

11. Click Hang Up again to confirm disconnection of the call. The Call summary pop-up gets triggered at the end of the call session.

12. Select the disposition, and click Save & Close.