Install and Integrate NICE CXone Agent for Oracle Service Cloud

Install and configure the NICE CXone Agent for Oracle Service Cloud to employ the functionality of NICE CXone Agent in conjunction with your company's Oracle database. The typical installation and configuration process takes approximately 15–30 minutes. For help using or troubleshooting the Oracle Service Cloud product, see your Oracle documentation.

You must use Internet Explorer or Legacy Microsoft Edge (not Chromium Edge). The application does not run on Chromium Edge, Chrome, or Firefox; Agent for Oracle runs in the Oracle Service Cloud Product.

You may raise a ticket with Oracle to increase upload size for add-ins to accommodate the 65MB audiocodes add-in.

  1. Click the app selector and select ACD.

  2. Go to Support > Software & Updates.

  3. Read the agreement and click Accept.

  4. Locate and click inContact_Agent_Oracle_Service_Cloud.zip to begin the download.

  5. Once the download is complete, open the folder.

  6. Locate and click NICEinContact-CXoneAgent-OracleServiceCloud-InstallConfigure.docx.

  7. Follow the instructions to configure your account.

Add-Ins

To fully integrate the NICE CXone agent with Oracle Service Cloud, you need to install NICE CXone CTI add-in files, import NICE CXone CTI custom objects, and import a custom report. You also need to grant access to these things for users.

Install NICE CXone CTI Add-Ins for Consolidated View

The NICE CXone Agent for Oracle Service Cloud consolidated view removes the media bars for a streamlined agent experience.

  1. Under Navigation, click Configuration  >  Site Configuration.

  2. Double-click Add-in Manager.

  3. Expand Agent Desktop Add-Ins.

  4. Double-click the NICEinContact.CXoneAgent.zip file from the add-ins directory.

  5. Using the same process, add the NICEinContact.CXoneAgent.Admin.zip file.

  6. Click Save in the top tool bar to import the add-in files.

Grant Add-In Access Permissions

Once the add-in files are installed, you can grant access permissions to users to access individual add-ins. All the agents who handle contacts need access to the inContact.Cti or the NICEinContact.CXoneAgent add-in. Only grant permissions to the inContact.Cti.Admin or the NICEinContact.CXoneAgent.Admin add-in to users who need administrative rights. Users who need administrative rights should also be granted permission to custom objects.

  1. Grant access to agents and to users who need administrative rights.

    1. To grant permissions to all agents to access the NICE CXone agent interface, click NICEinContact.Cti.zip or NICEinContact.CXoneAgent.zip under the Add-In Manager. Click Profile Access and select the boxes for the appropriate interface assignments.
    2. To grant permissions to users who need administrative rights, click NICEinContact.Cti.Admin.zip or NICEinContact.CXoneAgent.Admin.zip under the Add-In Manager. Click Profile Access and select the boxes for the appropriate interface assignments.
  2. Click Save.

A user already logged in to Oracle Service Cloud must log out and log back in for access changes to take effect.

Custom Objects

Import Custom Objects

It is important to import custom objects to fully integrate the NICE CXone agent interface with the Oracle Service Cloud.

  1. Under Navigation, click Configuration  >  Database and double-click Object Designer.

  2. Click Import.

  3. Browse for and select the IC_Cti.zip file. Click Open.

  4. Click Next.

  5. Select the objects to import and click Next.

  6. After the objects have been successfully imported, click OK.

  7. Click Deploy.

  8. Specify the date and time for deployment of the objects, or check Deploy Immediately. Type the email address for the confirmation email and click Deploy.

  9. If you are satisfied with the deployment specifications, click Yes. Click No to return to specify deployment. The deployment runs at the specified time.

  10. Upon completion, click OK to refresh the Object Designer.

Grant Access to Custom Objects

  1. Under Navigation, click Configuration  >  Staff Management and double-click Profiles.

  2. Double-click anywhere on the line of a profile to open it.

  3. Click Permissions.

  4. Click Custom Objects. Locate the IC_Cti package and select the appropriate permission boxes.

    Agents only need Read permissions.

  5. Click Save.

Import a Custom Report

  1. Click Analytics  >  Reports Explorer.

  2. Click Public Reports  >  New Report.

  3. When the New Report Wizard appears, click Import Existing Report Definition.

  4. Browse to find the NICE CXone Results.xml file, select the file, and click Open.

  5. Save the file as "CXone Results."