NICE inContact Integration Feature Set

NICE inContact Integration Feature Set






Integration Feature Set & Supportability.

The following features are supported with the NICE inContact & OpenMethods Integration on both Central and Userhub environments unless otherwise noted.

Use Case

Supported Features

Additional Information

Agent Reason Codes

Not Ready Reason Codes

Information is pulled directly from inContact and displayed in the Harmony Media Bar.

Voice Interactions

Answer

Supported in both Media Bar & inContact Max

Hangup

Supported in both Media Bar & inContact Max

Hold/Retrieve

Supported in both Media Bar & inContact Max

Consult
  • Conference
  • Alternate (switch between talking to the caller or consult person)
  • Transfer

Mask Recordings:


Refer to NICE Documentation here to enable/disable this feature.

See Call Recording to trigger via PopFlow Activity.

When "masking" is enabled within NICE, the Media Bar will show recording options.


  • Start
  • Pause
  • Resume Call Recording.

After Call Work
  • Automatic Wrap-up
  • Disposition with optional Notes.
  • Required
  • Not Required

Send DTMF

Supported while handling the call.

Email Interactions

Supported

Applicable if enabled within inContact

Chat Interactions

Supported

Applicable if enabled within inContact

User Data Functionality
  • Contextual User data on Call Transfers.
  • View Data attached on Interactions.

The integration supports user data pushed from inContact into the OpenMethods platform.





Non-Supported/Limited Integration Features 



The following features are currently not supported or have limitations.

Voice Use Cases

Non-Supported Or Limitations

Additional Information

Voice connection

Set Phone Number and Set Station ID.

Currently supported Voice Connection is "Integrated Softphone".

Blind Transfers

Not Supported

Not Supported in the Harmony NICE integration.

Mute

Not Supported

Supported by inContact

Pause Recording

Not allowed when the call is on hold.



Start Recording

Not allowed when the call is on hold.



Stop Recording

Not Supported

Once the recording is started it will be stopped when the interaction ends.

Hold Call

Not allowed when the call recording is paused.

Limitation

Direct Agent Outbound Call

Not Supported

Outbound calls directly to an agent.

Automatic Wrap-up and Disposition

Not Supported with Multi-Media

Currently unsupported with Email & Chat.





NICE CXone RESTful APIs Support



The OpenMethods NICE integration is leveraging most of the Admin API, Agent API, & Authentication API. 



Below is a breakdown of each API Set and our current Integration. Keep in mind that we are continuously improving our NICE Integration. Items currently not supported/integrated may be released in further product enhancements. 



If you would like to open a Feature Request or have an Idea to share regarding our Integrations and Products, please check out our Feature Request Portal.



Admin API

The Admin API is a collection of API calls that deal with system objects in the NICE CXone system. 

Admin API

Description

Integrated with Harmony

Address Book

Address Book Management

Yes

Agent

Agent Management

Yes

Contacts

General Contact Management

No

General

General Admin Management

Yes

Groups

Group Management

No

Lists

Calling/DNC Group Management

No

Commitments

Schedule Callback Management

No

Skills

Skills/Campaign Management

Yes

WorkflowData

Management of Workflow Data Profiles

No


Agent API

The Agent API is a set of method calls used to create, manage, and end "agent sessions". With an agent session, you are able to set the agent’s state and manage interactions (phone calls, chats, emails, voice mails, and work items).

Agent API

Description

Integrated with Harmony

AgentPhone

Agent Phone Management

Yes

ChatRequests

Chat Contact Management

No

Emails

Email Contact Management

No

PersonalCon

Personal Connection Management

No

PhoneCalls

Phone Call Management

Yes

ScheduledCallbacks

Scheduled Callbacks Management

No

Sessions

Agent Session Management

Yes

Supervisor

Supervisor Management

No

Voicemails

Voicemail Contact Management

No

WorkItems

Work Items Contact Management

Yes



Authentication

OpenMethods currently uses API Facade per the recommended authentication from NICE inContact. See more information here.



Additional Integration Information

Check out the following articles that go deeper into additional features and functionality between Harmony and NICE inContact.

  • Media Bar Login & Logout (NICE inContact)
  • Media Bar Controls (NICE inContact)
  • Media Bar After Call Work & Dispositions (NICE inContact)
  • Media Bar Digital Interactions (NICE inContact)








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