Part 1: Submit the CXone Application Registration form
For all external integrations such as MaestroQA, NICE requires this CXone Application Registration form to be submitted:
Go through each of the steps on the form.
The application name can be customized to anything descriptive and useful, such as
MaestroQA Integration
.The tenancy of the application may be set to
Single Tenant
.When asked if the tenant in the FedRAMP environment, select
No
(unless your NICE inContact account is a dedicated U.S. Government FedRAMP account).For authentication method, select
client_secret_basic
.Select all scopes:
For the type of application, select
Back-end
.Submit the registration form, and check your email inbox for emails from ApplicationRegistration@nice.com over the next few days.
*By default, "userhub
" Business Unit (BU) types will have access to all of the CXone ACD API scopes defined in the CXone Application Registration form.
The files sent from ApplicationRegistration@nice.com will contain the Client ID and Client Secret.
Part 2: Create an Access Key
After obtaining the information from Part 1, follow the steps below to generate an Access Key ID and Secret Access Key.
In CXOne, navigate to the Admin Panel:
In the Admin Panel, navigate to Roles and Permissions:
Create a New Role:
In Permissions -> Admin:
next to
Employees
selectview
In Permissions -> ACD:
next to
ACD
selectView
In Permissions -> Search and Playback:
next to
Play/download recordings
selectPlay Any
.next to
Extract interaction metadata
toggle the switch toOn
.
Once your Role is saved, navigate back to the Employees tab. Create a new Employee:
Ensure the new employee is set up with the Role you created in the previous steps:
Once the user is created, you'll be able to add Access Keys in the Security Tab of their account in the Employees page. Click "Add access key" and store down the Access Key ID and the Secret Access Key.
Part 3: Retrieve your Business Unit Number
You can find your Business Unit Number by logging in to the DEVone portal and looking in the upper left corner as shown here:
Otherwise, you may have to log in to an administrator account to access the Business Unit Details tab.
Part 4: Enter credentials into MaestroQA
Go to https://app.maestroqa.com/settings/integrations and select "NICE inContact".
Submit the following information:
Business Unit Number
Access Key ID
Secret Access Key
Client ID
Client Secret