Assign the Studio Script to the Voice Channel Point of Contact

In NiCE CXone, configure the Point of Contact (POC) to route inbound voice interactions to the AI Agents (Cognigy) voice bot using the Main SIP backchannel Studio script.

Required permissions:ACD channel-specific permissions.

  1. Click the app selector icon of app selector and select Admin.

  2. Under ACD, click Points of Contact.

  3. Search for the phone number (DID) that will route interactions to the AI Agents (Cognigy) voice bot.

    If you are configuring an outbound channel, locate the ANI (Automatic Number Identification) instead.

  4. Click the phone number to open its POC settings.

  5. In the Script field, click the search icon and select the Main SIP backchannel Studio script that you imported and published in the Obtain, Review, and Publish the Studio Scripts topic.

  6. Verify the following settings before saving:

    1. The Skill assigned to the POC matches the skill configured in the Main script.

    2. The Channel is set to Phone.

    3. The script name reflects the correct environment (production or staging).

  7. Click Save. The POC is now configured to route interactions to the AI Agents (Cognigy) voice bot using the Main SIP backchannel script.

  8. Contact your NiCE CXone Account Representative to confirm that the SIP trunk and phone number are correctly routed to the AI Agents (Cognigy) SIP endpoint. This confirmation is required before you test the integration end-to-end.

    For more information, see Points of Contact Overview and Manage Points of Contact.