Info

This document is applicable to both InContact Central and UserHub configurations.

 

Requirements

The following items should be collected from the InContact Administration site. These items will be used in OpenMethods Config Server UI and Queue Adapter configuration.

1. InContact Domain
2. Access Key ID
3. Access Key Secret
4. Chat Point Of Contact
5. Email Point Of Contact

InContact Domain Name - North America

To get all these items, log in to the InContact CXone site as an Administrator.

Access Key ID and Access Key Secret

Navigate to ADMIN -> Employees -> Select a User from the list with Administrator role or Create a new user with Administrator role -> ACCESS KEYS tab.

Click "Generate New Access Key" -> then copy the ACCESS KEY ID and click the (SHOW SECRET KEY) link and copy the SECRETE ACCESS KEY.

InContact Permissions

Agent Session Control Via API

• Log into the InContact Portal as an administrator.
• Navigate to Admin -> Roles and Permissions  -> Select Role Name ( Role Name is the user under where we created ACCESS KEYS ).
• Select Permissions and then ACD.
• Under ACD configuration -> Toggle the "Agent Session Control Via API" to On.

Point of Contact for Chat and Email

• ACD -> Contact Settings -> Points of Contact
• Click the desired Point of Contact from the list. 

• Copy the "Point of ContactID". This will be used in the Queue Adapter Configuration.
• Get the "Point of Contact ID" for both Email and Chat.

Config Server

Add the following items in the Config Server UI under the "Telephony Platforms" and select the Environment -> InContact Hub Environment Settings.

• Select the InContact Domain, By default, North America is selected.

• Select the desired domain name.
• Available domain names:

• North America
• Canada
• Europe
• Australia
• Japan
• United Kingdom

• Access Key ID
• Access Key Secret

Queue Adapter

Add the following items in the InContact Processor in the Queue Adapter Configuration.

• API

• Access Key ID - Enter the value captured from the InContact site.
• Access Key Secret - Enter the value captured from the InContact site.
• Discovery Url - https://cxone.niceincontact.com/.well-known/openid-configuration
• Access Token Url - https://cxone.niceincontact.com/.well-known/cxone-configuration
• Api Url Path -  InContactAPI/services/v24.0/interactions/work-items

• Cache Report

• Site Url, User Name, Password - OSvC site information. this should be the same as entered under the Site Interfaces section of the configuration.

• Chat Chat Work Item Type

• The "Work Item" string is used to trace all Oracle Service Cloud Customer Chats submitted to InContact by OpenMethods.
• The default value is "OMChat". Don't change it.
• Chat Queue Mapping

• "Point of Contact" where Chats will be submitted.

• Default=<PointOfContact> 

• By default, all the chats are submitted to this "Point Of Contact".

• To submit to a specific "Point of Contact" from the chats coming from a specific Oracle Service Cloud Queue.

• The format would be <Oracle Queue>=<InContact Point Of Contact>
• The mapping is comma-separated.

• We can get this from the customer's InContact Administration page as mentioned in Step 3.
• For Persistent Queue Mapping - Please review the Persistent Queue document.

• Chat Retry Delay - The default value is 5000 milliseconds. If it is needed we can increase the value.
• Prioritize Chat - The default value is enabled.

• Email 

• Email Work Item Type

• The "Work Item" string is used to trace all Oracle Service Cloud Email Incidents submitted to InContact by OpenMethods.
• The default value is "OMEmail". Don't change it

• Email Queue Mapping - This is the same as Chat Queue Mapping.
• Email Retry Delay - The default value is 5000 milliseconds. If it is needed we can increase the value.