### Voice
## Set up Salesforce-NICE CTI package
Follow [this article](https://help.nice-incontact.com/content/agent/agentapplicationadministration/agentforsalesforce/installation.htm?TocPath=Agent%20Application%20Administration%7CAgent%20Application%20Administration%7CSalesforce%20Agent%20%7C_____3) to install and configure the NICE CTI package on your Salesforce account.
Topics included in the above article:
* Install Salesforce Agent
* Install the Salesforce Agent Package
* Assign Users to Your License
* Enable Salesforce Agent in Lightning Experience
* Configure Permission Sets For a Single User
* Configure Permission Sets For Multiple Users
* Configure the NICE CXone Call Center
* Assign Users to the NICE CXone Call Center
* Configure Softphone Layout
* Assign Profiles to the Softphone Layout
* Enable Click2Jack
## Set up NICE AgentAssist Hub to stream voice to Agent AI
This app will be used in the studio script.
1. Sign in to your **NICE account** with the username and password provided by NICE customer support.
2. Click the **applications launcher** button. A menu opens from the left side of the page.
3. Click **OTHERS** > **Automation & AI**.
4. Click **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. Click **Next**.
8. Add the following settings with config parameters provided by the Support team:
* **Agent UI Option**: Available by default
* **App URL**: \{Agent AI URL}/integrations/nice/iframe/?params=\{scriptparams}
* **App Title**: Kore Agent AI (change as needed)
* **Participants**: Both
* **Text Relay Endpoint**: (only for chat) \{Agent AI URL}/integrations/nice/relay/toKore
* **Audio Relay Endpoint**: `{Voice Gateway(VG)}/audiosocket/nice?sipuri
* **Bot ID and Account ID**: **Channels** > **Chat** section of the **[Agent AI](https://agentassist.kore.ai)** configuration portal.
* **Token**: Create a JSON Web Token on [jwt.io](https://www.jwt.io) with the following details.
* Payload: `{"appId": 
9. Click **Create**
## Agent AI package setup and configuration
* Install **[Agent AI](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HSGlnUAH)** on your Salesforce account.
### Set up the AgentAssist feature
1. Click the **app launcher**.
2. Type **kore** in the search box and select **Kore AgentAssist Feature Configuration** from the displayed list.
3. Click **New** from the top-right corner of the page.
4. Type **Test Configuration** in the **Configuration Name** field.
5. Select **NICE inContact** in the **CTI Provider** list.
6. Select **Active**, and click **Save**.
### Set up the AgentAssist Configuration
1. Click the **app launcher**.
2. Type **config** in the search box, and select **Kore AgentAssist Configuration** from the displayed list.
3. Click **New** from the top-right corner of the page.
4. Enter the required details. You can fetch the **AgentAssist URL**, **Bot ID**, **Client ID**, and **Client Secret** details from the **[Agent AI](https://agentassist.kore.ai)** configuration portal.
* Select a language in the **Language** dropdown list. The selected language corresponds to the language configured in the AI Agent.
5. Select **Active** and click **Save**.
### Configure NICE CTI Data in Salesforce
1. Click the **app launcher** in Salesforce, and then go to **Salesforce Agent Settings**.
2. Sign in to your **NICE CX** account.
3. Ensure the **Store Salesforce Agent Script Variables** setting is enabled in the **Data Storage** section.
4. In the dropdown list, select a Salesforce object against which the Agent AI widget needs to be configured in its page layout.
### Configure Page layout to embed the Agent AI Widget to Salesforce object
Assuming the Account Object is mapped above, open the page layout for Account Object.
In the filter field, type **NiceCTI** and drag and drop the object onto the **Account Object** layout page.
### Configure a Visualforce Page to embed the Agent AI Widget (If Applicable)
#### Step-1: Create a Lightning Out App
Create a Lightning Out app, a special type of standalone Aura app:
1. Open the **Developer Console** from your **Salesforce** org.
2. Navigate to **File** > **New** > **Lightning Application**.
3. Fill in the **Name** and **Description** fields, and then click **Submit**.
4. Paste the following code into the editor, and save the **Lightning Application**:
```
Hello !
Welcome to Kore.ai Visualforce page.
Hello! Kore Aura Component
End of Aura Component
2. Create a connected Salesforce app and get the **Access Key** and **Access Token**. Follow [this guide](https://help.salesforce.com/s/articleView?id=sf.connected_app_client_credentials_setup.htm\&language=en_US\&type=5) for help.
## Additional Setup Steps for Chat
In addition to all the previous steps, two more steps are required for the Chat setup:
### NICE API credentials to be configured for Signaling API (Only for Chat)
Refer to [Manage Access Keys](https://help.nice-incontact.com/content/admin/security/manageaccesskeys.htm) to create access keys to use for signaling APIs.
The **Access Key Manager** page allows you to view all the access keys in your system.
### Configure NICE API Credentials (Only for Chat)
1. Click the **app launcher**.
2. Type **nice** in the search box, and select **Nice Signal Credentials** from the displayed list.
3. Click **New** from the top-right corner of the page.
4. Add the required parameters:
* **Credentials Set Name**: NICE CX credentials (change as needed)
* **Proxy Tunnel Endpoint**: \{Agent AI URL}/integrations/nice/relay/toNice
* **NICE CX Credentials**:
* Nice Token Base URL: NICE Token Base URL is the Host URL of the login page.
* Nice API URL: If the URL for ACD is `https://home-abc.nice-incontact.com`, then the API URL would be `https://api-abc.nice-incontact.com`. Use the URL without the trailing slash.
* NiceCX Signal API Access Key (generated in the above step)
* NiceCX Signal API Access Key Secret (generated in the above step)
5. Click **Save**.
## NICE CTI Studio Script for Salesforce
### For Voice
Import and configure the NICE Studio Script for Salesforce Integration.
Download Script For Voice: [xml script](https://github.com/Koredotcom/docs-v2/raw/refs/heads/main/ai-for-service/assets/nicecti-sf-voice.xml) or [json script](/ai-for-service/assets/nicecti-sf-voice.json)
Open the Studio, import the above script, and customize as per the following table definition:
| **Node** | **Activity** | **Fields Updated** |
| ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Set Credentials** | Update the credentials to connect to the Salesforce Org | Salesforce\_key (created in the [Enabling OAuth](#enabling-oauth) step)Salesforce\_secret (created in the [Enabling OAuth](#enabling-oauth) step)
Salesforce\_username
Salesforce\_password
AI Agent credentials (botid, clientid, clientsecret, baseurl, language)
**Note:** The password is your Salesforce password appended with your Security Token. Refer to [this guide](https://help.salesforce.com/s/articleView?id=sf.user_security_token.htm\&type=5) for help. | | **User Auth** | Configure Salesforce org credentials and generate Oauth Token | salesforceBaseURI
**Note:** You can get it by running the following curl:
`curl -location -request POST 'https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=
Refer to [Access Custom Data in Kore AI Agent](/ai-for-service/agentai/agent-experience#access-custom-data) 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}"` | | **AgentAssist** | Map the AgentAssist Hub Instance | Select the AgentAssist Hub app created in the above step. | **AgentAssist Hub Reference**: Click the checkbox on the specific instance. Only one can be active.
After selecting the AgentAssist app, click the **Close** button in the bottom-right corner of the page.
Open the Studio, import the above script, and customize as per the following table definition:
| **Node** | **Activity** | **Fields Updated** |
| ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Salesforce Auth** | Update the credentials to connect to the Salesforce Org | - salesforceBaseURI**Note:** You can get it by running the following curl:
`curl -location -request POST 'https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=
- salesforcekey (created in the step ["Enabling OAuth"](#enabling-oauth))
- salesforcesecret (created in the step ["Enabling OAuth"](#enabling-oauth))
- salesforceusername
- salesforcepassword
- AI Agent credentials (botid, clientid, clientsecret, baseurl, language)
**Note:** The password is your Salesforce password appended with your Security Token. Refer to [this guide](https://help.salesforce.com/s/articleView?id=sf.user_security_token.htm\&type=5) for help. | | **ReqAgent** | Update Skill for Agent Routing | Skill and other attributes as needed | | **Custom Data** | The **customdata** object in the script can be used to pass information to the AI Agent. During runtime, this customdata will be accessible in the UserContext of the AI Agent.
Refer to [Access Custom Data in Kore AI Agent](/ai-for-service/agentai/agent-experience#access-custom-data) 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}"` | | **AgentAssist** | Map the AgentAssist Hub Instance | Select the AgentAssist Hub App created in the above step. | ## NICE Account setup for Incoming Phone Call/Chat On the **NICE Incontact** home page, click the **application launcher** button and select **ACD**. **Create a Campaign**
**Create a Skill**
**Create a Disposition**
**Create a new single Point of Contact (For Voice)**
* **Media Type** - Phone Call
* **Name** - Provide a name for the contact
* **Point of Contact** - Select a provisioned NICE phone number.
* **Skill** - Select a predefined skill, else create one and select here.
* **Script** - From the dropdown list, select the **studio script** created for Salesforce-NICE CTI above.
* **IVR Reporting Enabled** - Select the **checkbox**.
* Click **Create Point of Contact** to save it.
**Create a new single Point of Contact (For Chat)**
* **Media Type** - Chat
* **Name** - Provide a name for the contact
* **Skill** - Select a predefined skill, else create one and select here.
* **Script** - From the dropdown list, select the studio script created for Salesforce-NICE CTI above.
* **IVR Reporting Enabled** - Select the **checkbox**.
* Click the **Create Point of Contact** button to save it.
## Make a Test Call / Chat
1. Sign in to the **Agent AI** account and prepare an AI Agent to handle agents' queries.
2. Validate the AI Agent credentials are correctly mapped in the above settings.
3. Validate the AgentAssist URL is correctly mapped in the above settings.
4. Sign in to the **NICE-InContact** account, and check if the point of contact is properly configured.
5. Sign in to your **Salesforce** org.
6. From the **app launcher,** select **Service Console**.
7. Sign in with **NICE CX** credentials for the agent.
8. Install the softphone: [https://help.nice-incontact.com/content/agent/cxoneagent/addcxawebrtcext.htm](https://help.nice-incontact.com/content/agent/cxoneagent/addcxawebrtcext.htm)
9. Refresh the screen, and click the **phone** icon on the status bar.
10. Select **Integrated Softphone**, and click **Connect**.
11. Change the status to **Available**.
**For Call**:
1. Dial the **Point of Contact** phone number.
2. Accept the call.
1. The **Contact** page appears.
3. When the **End** button is clicked, the **Summary** is generated and displayed on the Agent AI widget.
4. Upon clicking the **Submit** button on the Agent AI widget, the Summary is stored in the Agent AI Conversation Summaries.
**For Chat:**
1. In the **Salesforce App Launcher**, search for **Nice Chats Handler** and select it.
1. The following page opens and monitors active chats. It remains open for the Agent AI widget to render when an agent accepts a chat request.
2. Make a chat request by opening the **Point of Contact** link in the browser.
3. Send a message, and the chat request is sent to the agent.
4. Click **Accept**.
5. The Agent AI widget opens for the ongoing chat conversation.
6. When the **End** button is clicked, the Summary is generated and displayed on the Agent AI widget.
7. Upon clicking the **Submit** button in the Agent AI widget, the Summary is stored in the Agent AI Conversation Summaries.
8. When **Disposition** is selected and clicked **Save**, the Chat transcript is stored in Salesforce.
