Test the Voice Bot Integration

Test the integration end-to-end using a live phone call. Perform testing in a staging or non-production environment before moving to production. Coordinate testing with your AI Agents (Cognigy) administrator and NiCE CXone Professional Services.

Pre-Call Verification

  1. Verify that the AI Agents (Cognigy) Flow is published and the Exit Interaction node is correctly configured.

  2. Verify that all three Studio scripts (Main SIP backchannel, Spawned backchannel, CXone token/Integration Hub) are published in NiCE CXone.

  3. Verify that the Main SIP backchannel script is assigned to the correct phone number POC.

  4. Confirm with your Account Representative that the SIP backchannel connection is active.

Live Call Testing

  1. Dial the phone number (DID) assigned to the voice bot from a test phone.

  2. Verify that the call is answered and the AI Agents (Cognigy) greeting message is played.

  3. Speak several test utterances that correspond to configured intents in the AI Agents (Cognigy) Flow. Verify that the bot recognizes the intents and responds with the correct TTS messages.

  4. Test the escalation path: complete the interaction in a way that triggers escalation to a live agent. Verify that:

    1. The Exit Interaction node in AI Agents (Cognigy) sends an Escalate to Agent signal.

    2. NiCE CXone receives the signal and routes the call to the configured agent queue.

    3. The transcript appears in NiCE CXone (if TMS is configured).

  5. Test the end-conversation path: complete the interaction in a way that triggers End Conversation. Verify that the call ends cleanly.

  6. Following are recommended tests:

    1. Test an unrecognized input scenario to verify that the no-match or no-input path in the Flow responds correctly.

    2. Review the Studio Trace in NiCE CXone Studio to verify the script execution path. Check that the Main SIP backchannel script, Spawned backchannel script, and token script all executed without errors.

    3. Review the AI Agents (Cognigy) logs to verify that the Exit Interaction node executed, the Signal API request succeeded, and the TMS API transcript was sent.