Configure the Signal and TMS API Extension in the AI Agents (Cognigy) Flow

After uploading the extension, configure the AI Agents (Cognigy) Flow to capture the SIP metadata and conversation transcript, and to send the correct control signal to NiCE CXone at the end of each interaction.

When you use the Studio script templates provided by NiCE CXone Professional Services, the Exit Interaction fields are pre-populated. It is recommended you review each field value to verify it matches your environment before testing.

Capture SIP Metadata

  1. In AI Agents (Cognigy), open the Flow you configured for the voice bot integration.

  2. Select Main Flow from the flow selector at the top of the Flow editor if the project contains multiple flows.

  3. In the On First Time branch of the Flow, click the + icon and add an Add to Context node.

  4. Configure the Add to Context node to store the incoming SIP request payload:

    1. In the Context key field, enter: sipBody

    2. In the Value field, enter the expression that maps to the incoming SIP request body. NiCE CXone Professional Services will confirm the exact expression for your environment.

  5. Click Save Node . The sipBody context key is now available throughout the Flow for the Exit Interaction node to reference.

Add Voice Bot Logic

  1. Add or verify the bot logic nodes in the Flow, such as Say nodes, Question nodes, intent handlers, and error fallbacks.

  2. Ensure the Flow includes a clear path to the interaction conclusion (escalation or end) that connects to the Get Transcript node and the Exit Interaction node you will add in the following steps.

Capture the Conversation Transcript

  1. In the Afterwards branch of the Flow (or immediately before the Exit Interaction node), click + and add a Get Transcript node.

  2. Configure the Get Transcript node with the following settings:

    1. Store location

    2. Input key

      For details refer the Get Transcript node topic.

    3. Limit: Enter the maximum number of conversation turns to capture. A value of 25 is suitable for most deployments.

  3. Click Save Node. The Get Transcript node captures the transcript and stores it in the transcript input variable. The Exit Interaction node reads this variable and sends it to NiCE CXone TMS in the next step.

    The Get Transcript node captures the transcript within the Flow only. The transcript is not sent to NiCE CXone until the Exit Interaction node executes in the following step.

Configure the Exit Interaction Node

  1. After the Get Transcript node, click + and select the Extensions tab.

  2. Under the CXone category, select Exit Interaction. The node is added to the Flow.

  3. Click the Exit Interaction node and select Edit Node.

  4. Configure the following fields. Use the table below for field descriptions, acceptable values, and the impact of incorrect values.

    field

    description

    Impact if incorrect
    Environment Select the NiCE CXone environment region that matches your tenant. Select Other if you use a custom NiCE CXone base URL. Required. Incorrect region selection causes Signal API requests to fail silently.
    Environment Base URL The base URL for your NiCE CXone API environment. For example, https://cognigy-na1.nicecxone.com Required when Environment is set to Other. Must match your NiCE CXone tenant region exactly.
    Handover Action Select Escalate to Agent to transfer the contact to a live agent queue, or select End Conversation to terminate the interaction. Required. This is the primary control signal sent to NiCE CXone via the Signal API.
    Business Unit Number Your NiCE CXone business unit ID. Typically mapped from SIP headers. For example, {{context.sipBody.headers["X-InContact-BusNo"]}} Required. NiCE CXone uses this value to identify the correct tenant. Incorrect value causes Signal API authentication to fail.
    Main Contact ID The primary NiCE CXone contact ID for the interaction. Mapped from SIP headers. For example, {{context.sipBody.headers["X-InContact-ContactId"]}} Required. Identifies the specific voice interaction to escalate or end.
    Spawned Contact ID The spawned or child contact ID for the SIP backchannel. Mapped from SIP headers. For example, {{context.sipBody.headers["X-InContact-SpawnedId"]}} Required. Identifies the backchannel interaction associated with the main contact.
    CXone Connection A preconfigured connection object in AI Agents (Cognigy) that holds the NiCE CXone authentication credentials. Created and configured by NiCE CXone Professional Services. Required. If the connection is missing or misconfigured, all Signal API and TMS API requests are rejected.

  5. Click Save Node.

  6. Repeat this configuration for each exit path in the Flow that ends or escalates the interaction. If you have both an Escalate to Agent path and an End Conversation path, add a separate Exit Interaction node to each path and set the Handover Action field accordingly.