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Quickstart Guide: SightCall for NiCE

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Configuring SightCall to enable NICE agents on CXOne inContact is as simple as shown in this documentation.  Please reach out to us if the requirement is to work with NICE's MAX platform.

 

This document is prepared with NICE CXOne platform, for a common scenario where an end user called the contact center number, select the phone menu to get to an agent who is to assist the user using SightCall.

 

Prerequisites

  1. Administrator access for your NICE instance.  
  2. A SightCall tenant
  3. The variable in NICE that contain the caller’s phone number. E.g. "ANI"
  4. A NICE agent inContact account set up with an ACD skill that’s reachable by a test call phone menu.

 

Step-by-step

  1. Request SightCall staff to help deployment the NICE console, guest experiences, , related call configuration and agent grouping on the SightCall tenant - The staff will provide a ‘Console URL’E.g. https://sght.io/d/ABCDE, for later steps. 

  2. Go to NICE Admin Portal > Applications, under Omnischannel Routing section > Studio, to edit the agent routing/experience of your choice. 

     

  3. Adding SightCall to a phone tree selection:
    • This can be very different depending on your existing NICE implementation.  In the example here we are addding SightCall feature for the agents that’s matching the skill configured via menu option ‘0’
    • Edit the ‘Onanswer’ logic flow: add the matching selection (‘0’) as a PopURL object 
      1. The URL is [console URL]?phoneNumber={phoneNumberVariable}
        e.g. https://sght.io/d/ABCDE?phoneNumber={ANI}
  4. ‘Pop Destination’ set to ‘Contact Panel’
  5. Set the ‘Tab Title’ as preferred – e.g. ‘SightCall PPR’ here
  6. Doublecheck the agent skill setting to ensure the Ominichannel routing above will route to the agent.

 

It's done!  The agents can start Sightcall session by openning the newly added 'Screen Pop' tab – the caller’s phone number should be populated on the invite field already. 

 

 

  • Notes: the very first time the app will pop-up a separate browser tap for authentication with our platform, please ensure the agent’s browser is set to allow pop-up 

 

Next: Learn about different options to configure agent experience with SightCall for NiCE!

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