Connecting an AI phone agent to NICE CXone
NICE CXone, also known as CXone Mpower, is a cloud contact centre platform. By default you connect Tibinet's AI agent by forwarding calls to the agent's phone number. If your CXone set-up allows a route to an external SIP destination, a SIP connection is also possible.
NICE CXone and the AI agent
CXone supports BYOC, which lets you bring your own carrier. Whether CXone also allows a route to an external SIP destination in your set-up varies by contract. That is why forwarding to a phone number is the default route.
How the integration works
| Call forwarding (default) | SIP route (if CXone allows it) | |
|---|---|---|
| To the agent | A Studio script transfers to a phone number of the agent | A route from CXone to the SIP address we give you |
| Back into CXone | The agent transfers to a number that lands on a skill or script in CXone | The same, over the SIP route |
| Transfers | Cold, to a phone number | Cold, warm with 1 or 2, REFER as an option |
What your administrator does
Get the agent's number
We give you a phone number for the agent, either new or ported from your current provider.
Update the Studio script
Have the script transfer to the agent's number at the point you choose.
Link the return number
Link the number the agent transfers to with the right script or skill, and agree that number with us.
Test
Call your own number, follow the route to the agent and check whether the caller's number comes through.
Transfers
With call forwarding, the agent makes a cold transfer to a phone number. Warm transfers with a summary and 1 or 2 only apply to a SIP route. Read more about forwarding calls to the agent's phone number.
Points to watch
- Forwarding will probably use extra minutes, depending on your CXone contract.
- Whether the caller's number comes through depends on how CXone forwards the call. Check it in a test.
- We do not provide an integration with the CXone desktop.
Would you rather move your telephony to Tibinet entirely? See hosted business telephony. Related contact centre platforms: Genesys Cloud CX and Five9. All platforms are listed in the integrations overview.
Connecting NICE CXone to the AI agent?
Leave your details. We will call you back and work out the route that fits your CXone contract.
NICE and CXone are trademarks of NICE. Tibinet is not a partner of, or affiliated with, NICE.
Frequently asked questions
Forwarding calls to a phone number of the agent.
Not through this integration. The agent transfers the call; we do not provide an integration with the CXone desktop.
Probably, depending on your CXone contract.
Yes, through a number that lands on the right script or skill in CXone.
Only over a SIP route. With forwarding to a number, transfers are cold, to a phone number.
Call me back
Leave your name and number. We will call you back at a time that suits you.