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NiCE CXone

Import recorded NiCE CXone voice calls into Four/Four using an access key; Four/Four transcribes the audio.

Written by Chris Lloyd

The NiCE CXone integration imports recorded CXone voice calls into Four/Four and transcribes them. Four/Four does not use a CXone transcript. The integration is read-only, and only voice calls are imported; chats and emails are not.

Requirements

  • An Access Key ID and Secret created in CXone for a user who can access completed contacts and their recordings.

  • Call recording turned on in CXone, with dual-channel recordings (customer and agent on separate channels). Four/Four uses the channels to attribute each sentence to the right speaker.

Connect

  1. In NiCE CXone, create an access key for a user and copy the Access Key ID and Secret.

  2. In Four/Four, go to Settings > Connections.

  3. Under Call recording, find CXone and select Connect.

  4. Enter the Access Key ID and Secret, then select Connect.

If CXone rejects the credentials you see "CxOne rejected these credentials."

What is imported

Every five minutes Four/Four looks for newly completed voice contacts and imports each it has not seen, fetching the recording and call details. The agent's name and the customer's phone number are added as participants. Calls with no recording, no customer on the recording, or a duration under one minute are skipped. The first import covers the previous 90 days, processed in 30-day blocks; after that only new calls are picked up.

Troubleshooting

  • Not connected: no credentials are saved.

  • Syncing...: the first import is running.

  • Authentication failed: CXone is rejecting the saved credentials, for example because the key was deleted or the user disabled. Select Disconnect, then Connect with a new access key.

  • CxOne rejected these credentials on connecting: check the ID and Secret were copied in full and the key is active.

  • Calls missing: check they were recorded, last over a minute, and are visible to the CXone user.

Disconnecting removes the saved credentials. Calls already imported stay in Four/Four.

Permissions

Connecting or disconnecting CXone needs the Manage connections permission, which admins usually have. Without it you cannot connect or disconnect CXone.

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