> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent AI Integration with NICE CXone Agent Desktop for Outbound Calls
This guide covers integrating the Agent AI widget into the NICE Agent Desktop environment. The integration supports Automation, [Agent Coaching](/ai-for-service/agentai/agent-experience/agent-realtime-coaching), [Agent Playbook](/ai-for-service/agentai/agent-experience/playbook), [Sentiment Analysis](/ai-for-service/agentai/agent-experience/agent-assist-widget-v3), and Transcription, along with end-of-call summary and custom data passing (such as agent name and ID) to the Agent AI widget.
## Prerequisites
Before beginning the integration, ensure you have the following:
* NICE CXone
* A NICE CXone administrator account with privileges to:
* Configure automatic call distribution (ACD).
* Create campaigns, skills, and dispositions.
* Access NICE CX Studio and NICE Integration Hubs (Automation & AI > Agent Assist Hub)
* NICE CX Studio installed on your Windows system.
* Agent Assist Hub available for your NICE CXone account. (Contact NICE Support; additional license cost applies.)
* Ability to place outbound calls from NICE Agent Desktop.
* Voice Interaction Streams available for your NICE environment.
* Agent AI
* Access to the Agent AI application.
* Access to the Agent AI configuration portal.
* An existing Agent configured with:
* Channels → Voice Gateway (KVG) set up
* Channels → Web/Mobile (for Client ID, Client Secret, Bot ID)
* Agent AI widget URL, Bot ID, Client ID, Client Secret, and Account ID.
* SIP Trunk + SIP URI configured under **Agent AI** > **Flows & Channels** > **Voice Gateway** > **SIP Numbers** > **Configure SIP Trunk**.
* Network/firewall rules that allow access to:
* HTTPS: `platform.kore.ai` (or your on-prem host)
* WSS (Voice WebSocket): `savg-webserver.kore.ai` or region equivalent.
## Definitions
| Section | Key | Definition | Reference |
| ------------------------------------------------------------------------------------------------------------------------ | -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| Nice CX Integration Hubs > Add Agent Assist App | Agent AI URL | The domain of the Agent AI widget. | URL is `https://platform.kore.ai`. If it is on-prem, the URL is the origin where your Agent AI widget is hosted. |
| NICE CX Studio > Outbound Voice Script and Configure Parameters | AgentAssistWidgetURL | URL that points to the Agent AI widget. For example, [https://platform.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html](https://platform.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html) | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details |
| Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters | BotId | A unique identifier assigned to an AI Agent. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details |
| Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters | ClientId | An identifier provided to a client application. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details |
| Nice CX Integration Hubs > Add Agent Assist App + NICE CX Studio > Import Outbound Voice Script and Configure Parameters | ClientSecret | A secret key or password associated with the ClientId. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details configuration portal. |
| Nice CX Integration Hubs > Add Agent Assist App | AccountID | A unique identifier assigned to an account. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details |
| Nice CX Integration Hubs > Add Agent Assist App | Voice Gateway (KVG) | For SaaS in the US region, the value is `wss://savg-webserver.kore.ai`. For on-prem, refer to the corresponding host. | |
**Region-Specific URLs**
| Region | Agent AI URL | WSS URL | DNS |
| ------ | ---------------------------------------------------------- | ----------------------------------- | ------------------------------------------------------------------------- |
| US | `https://platform.kore.ai` | `wss://savg-webserver.kore.ai` | `@savg-us-prod-sbc-in-nlb-0d9a4c651955ff47.elb.us-east-1.amazonaws.com` |
| JP | [https://jp-platform.kore.ai](https://jp-platform.kore.ai) | `wss://jp-savg-audiosocket.kore.ai` | `@savg-jp-prod-int-nlb-3989d946fc1ced3b.elb.ap-northeast-1.amazonaws.com` |
## Configuration Steps
Complete the following steps to integrate Agent AI with NICE CXone Agent Desktop:
* [NICE CX Integration Hubs, Add Agent Assist Hub](#step-1-nice-cx-integration-hubs-add-agent-assist-hub)
* [NICE CX Studio, Import Outbound Voice Script and Configure Parameters](#step-2-nice-cx-studio-import-outbound-voice-script-and-configure-parameters)
* [NICE CX Account Setup for Outbound Calls](#step-3-nice-cx-account-setup-for-outbound-calls)
* [Outbound Voice Simulation](#outbound-call-simulation)
### Step 1: NICE CX Integration Hubs > Add Agent Assist Hub
1. Sign in to your **NICE** account with the user name and password provided by NICE Customer Support.
2. Select the **Applications Launcher** button.
3. Select **OTHERS** > **Automation & AI**.
4. Select **Agent Assist Hub** > **Add Agent Assist App**.
5. Enter the name of the **Agent Assist App** in the **AGENT ASSIST APP NAME** field.
6. Select **Custom Agent Assist Endpoints**.
7. Select **Next**.
8. Add the following settings with config parameters:
* **Agent UI Option**: No Assist Panel shown to the agent
* **App Title**: Agent AI (change as needed)
* **Participants**: Both
* Turn on the **CTI EVENT** toggle.
* **Audio Relay Endpoint**: `{[Kore Voice Gateway(KVG)]}/audiosocket/nice?sipuri=&token=&botId=&accountId=&agentassist=true`
* **Bot SIP URI**: Flows & Channels > Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk > Agent AI section of the **Agent AI** configuration portal.
* **Bot ID and Account ID**: Flows & Channels > Channels > Digital > Web/Mobile Client > JWT App Details section of the **Agent AI** configuration portal.
* **Token**: Create a **JSON Web Token** on [jwt.io](https://www.jwt.io/) with the following details:
* Payload: `{"appId": }`
* Header: `{"alg": "HS256″,"typ": "JWT"}`
* Secret: Bot Client Secret.
9. Select **Create**.
### Step 2: NICE CX Studio > Import Outbound Voice Script and Configure Parameters
1. Download the script for outbound voice from the Agent AI repository.
* XML script [link](https://raw.githubusercontent.com/Koredotcom/korecc-twilio/refs/heads/master/Nice/NICE%20Agent%20Desktop%20Outbound%20Voice.XML)
* JSON script [link](https://raw.githubusercontent.com/Koredotcom/korecc-twilio/refs/heads/master/Nice/NICE%20Agent%20Desktop%20Outbound%20Voice.json)
2. Open the **NICE CX Studio** app from your desktop.
3. Select **File** > **Import from File**.
4. Select the **downloaded outbound voice script**.
5. Double-click the **Generate iframe params** tile.
6. Update the values for the corresponding parameters:
* Agent AI Parameters
* Bot Client ID
* Bot Client Secret
* Bot ID
* Agent AI Widget URL
* Bot Language Code: **en** is set as the default language. Refer to the [Supported Languages](/ai-for-service/contact-center/configurations/configurations#supported-languages) doc to provide the language code for your AI Agent's language.
* Custom Data: Use the **customdata** object in the script to pass information to the AI Agent. At runtime, this customdata is accessible in the UserContext of the AI Agent. Refer to [Access Custom Data in Agent AI Bot](/ai-for-service/agentai/agent-experience/access-custom-data-in-agent-ai) for instructions on how to access custom data in the AI Agent. Include your data in the customdata object (one key-value pair per line). For example:
* `customdata.agentName="Agent"`
* `customdata.agentID="{__agentid}"`
7. Double-click the **Agent Assist** tile.
8. Select the **checkbox** next to the Agent Assist instance you created in the above step.
9. Select **Yes**.
10. After selecting **Agent Assist**, select the **Close** button on the bottom-right corner of the page.
Do not select the **X** button to close the window, as this does not save the changes.
### Step 3: NICE CX Account Setup for Outbound Calls
Follow [Set Up Manual Outbound Voice](https://help.nicecxone.com/content/acd/channels/voice/setupmanualobvoice.htm) to set up Outbound Voice in NICE CXOne.
During Skill creation, select the **NICE Studio Script** created in the previous step as the custom script.
To view the summary pop-up in the Agent AI widget, you must select either **Automatic Wrap-up** or **Disposition** for the **Post Contact** setting of the skill. If you don't select any, **None** is selected by default and the chat/voice screen automatically closes once the conversation ends.
## Outbound Call Simulation
1. Go to the **NICE** home page.
2. Select **Application Launcher** > **Agent**.
3. Select **Integrated Softphone**.
4. Select **Connect**.
5. Change the status to **Available**.
6. Select **New Outbound** at the top-left of the desktop.
7. Enter a phone number in the search bar, select **Voice Call**, and select the outbound skill created in the previous step.
8. Select the **Call** button.
9. When a customer accepts the call, the Agent AI widget loads automatically.
10. Select **Hang Up** to disconnect the call.
11. The **call summary** pop-up is triggered at the end of the call session.
12. Select the disposition **(Submit or Copy)**, and select **Save & Close**.
