NICE CXone Integration

Connect NICE CXone with OnPage so important events reach the on-call team when they need attention.

Trigger: A NICE CXone Studio flow reaches a configured actionable condition.

How It Works

1. Create an API integration in OnPage for the team that should receive NICE CXone alerts.
2. Configure the relevant NICE CXone Studio script for the OnPage response team.
3. Select the events and conditions that require an on-call response.
4. When the configured Studio script matches a selected event or condition, NICE CXone sends the event to OnPage.
5. OnPage creates an alert for the receiving team with relevant NICE CXone context.
6. The on-call team reviews and responds to the alert in OnPage.

Requirements

• Access to configure the relevant NICE CXone workflows and notifications.
• A configured Studio script with events that warrant an on-call response.
• An OnPage API integration configured for the alert-receiving team.

Setup

1. Create the API Integration in OnPage

Create an API integration for NICE CXone in OnPage and associate it with the team that should receive alerts. Contact your OnPage administrator if you need help setting up the integration.

2. Configure NICE CXone

In NICE CXone, configure the relevant Studio script to use the OnPage integration provided for your environment.

3. Configure Notification Conditions

Choose the events and conditions that require an on-call response. Save the Studio script configuration after confirming that the selected conditions match the events that require a response.

OnPage Status Updates

If you are looking for a bi-directional integration and the documentation does not definitively confirm that it is supported, please reach out to our Support team at [email protected].

Verify the Integration

• Run a safe test that reaches one of the selected notification conditions.
• Confirm that an OnPage alert is created for the receiving team.
• Check that the alert identifies the NICE CXone event that triggered it.