Integrations
NICE
How your agents work alongside NICE, taking the calls your NICE routing sends them and transferring back into your skills and queues with a written brief.
On this page
If your contact centre runs on NICE, such as NICE CXone, your agents work alongside it. NICE keeps routing every call according to the scripts, skills and queues your team manages. The calls you choose reach the agent, and calls that need a person return to your NICE queues with a written brief of the conversation so far. Your NICE reporting, quality processes and workforce planning continue as they are.
The connection to your platform is configured during implementation, around your existing set-up. Nothing in your platform changes until your team makes the routing change.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take chosen calls | NICE routes the skills, menu options or hours you choose to the agent | Policy enquiries on an insurer's customer line |
| Transfer into your queues | Calls that need a person return to the NICE skill or queue you set | A policyholder asking to cancel passed to the retention team |
| Deliver the brief | The person taking the call sees who the caller is, what they asked, what has been established and what is outstanding | Your colleague answers already holding the policy number |
| Take overflow | Calls route to the agent when a queue passes a threshold you set in NICE, configured during implementation | Renewal season, when call volumes rise |
| Keep the record complete | Conversations your team handles in NICE can also be captured into the customer record, configured during implementation | The agent knows what your colleague promised last week |
How it connects
Your NICE administrators add a route from NICE to the Telonic SIP endpoint in your chosen region, using SIP (the standard protocol business phone systems use to set up and connect calls). Your routing scripts send the skills or options you choose to that route. Changing which calls reach the agent is done in NICE, by your team.
When the agent hands a call back, it transfers it into the NICE skill or queue you set. A conversation reference travels in a SIP header (a field of information that travels with the call), and NICE uses it to present the brief to the colleague who answers. How the brief appears on their desktop is agreed with your NICE administrators during implementation.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Transfers | SIP REFER (an instruction that hands the call back to your platform to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first |
| Brief delivery | Conversation reference in a SIP header, used by NICE to present the brief |
| Health checks | SIP OPTIONS, so NICE can route calls to your team if the endpoint cannot be reached |
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Receive calls from chosen routes | Inbound calls | Only the skills and options your routing scripts send |
| Transfer into named skills or queues | Handover to your team | Only the destinations you list |
| Pass the brief with the call | Your team sees the context | On for every transfer |
| Receive records of calls your team handles | A complete customer record | Not granted unless you choose it |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Wadi Assurance runs its customer line on NICE CXone.
- The team routes the "Questions about my policy" option to the agent during office hours, while claims calls stay with its handlers.
- Nadia calls to ask whether her home policy covers accidental damage to a television. The agent confirms her identity, finds her policy and answers from the approved policy wording.
- She then says she wants to cancel. Cancellations go to the retention team under Wadi's rules, so the agent transfers her into that skill.
- The retention colleague sees the brief, including the question about cover, and picks up from there.
What your team controls
- Which NICE skills, options and hours route to the agent.
- The skill or queue each kind of transfer goes to.
- Whether calls your team handles are captured into the customer record.
Related
- Contact centre platformsIntegrations
- Voice: connecting your telephony over SIPChannels
- Handover to your teamAgents
- Conversations your team handlesCustomer record
- PermissionsIntegrations
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