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Integrating Telephony
NICE inContact Integration
NICE inContact Integration

Set up NICE inContact with MaestroQA

Adam avatar
Written by Adam
Updated over a week ago

Part 1: Submit the CXone Application Registration form

As stated on the Application Registration documentation, that will require submitting the CXone Application Registration form:

  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 of the following CXone ACD API scopes:

    1. AdminApi

    2. AuthenticationApi

    3. ReportingApi

  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.

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 outlined in the Manage Access Keys documentation to generate a new access key for use with MaestroQA.

When selecting permissions, ensure the following are included:

  • On the Admin tab

    • next to Employees select View.

  • On the Search & Playback tab

    • next to Play/download recordings select Download.

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

This process will provide 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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