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NICE inContact Integration

Set up NICE inContact with MaestroQA

Adam avatar
Written by Adam
Updated over 9 months ago

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:

  1. Go through each of the steps on the form.

  2. The application name can be customized to anything descriptive and useful, such as MaestroQA Integration.

  3. The tenancy of the application may be set to Single Tenant.

  4. When asked if the tenant in the FedRAMP environment, select No (unless your NICE inContact account is a dedicated U.S. Government FedRAMP account).

  5. For authentication method, select client_secret_basic.

  6. Select all scopes:

  7. For the type of application, select Back-end.

  8. 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 select view

In Permissions -> ACD:

  • next to ACD select View

In Permissions -> Search and Playback:

  • next to Play/download recordings select Play Any.

  • next to Extract interaction metadata toggle the switch to On.

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

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