Integrate Voice Biometrics Agent Side verification with CXone

Overview

This is a step-by-step guide to integrate the agent-side verification with NICE CXone Studio.

Prerequisite

The following configurations are required before integrating Voice Biometrics verification and enrolment via stream on the agent’s side:

Create a Voice Biometrics Profile
Create a Personal Access Token that belongs to the same group as the VB profile.

Agent Side verification integration

To integrate agent side verification follow the steps below:

In your CXone flow create the following elements:
1. Script Param Payload
2. Launch Agent Assist App

2. Configure the Script Param Payload. Add the following snippet.

JSON

DYNAMIC customPayload
customPayload.Ani="{Call number}"
customPayloadJSON="{customPayload.asJSON()}"

3. Configure the Launch Agent Assist Application.

a. From Agent Assist Hub click Add Agent Assist App

b. select Omilia Voice Biometric, add an Agent name and click Next.

c. Configure the Agent Assist Hub

Field	Description	Value
BASE URL	The Omilia Webservice Endpoint.	https://${region}-m.ocp.ai/agent-vb-mw
VB PROFILE	ID of Omilia VB Profile selected from the list of available VB Profiles.	Any VB profile ID
API BEARER TOKEN	API Bearer Token to be used to obtain API access token. Bearer token as created in Access Management application.
BIO USER ID	Bio user ID to run verification against
PARTICIPANTS	Relay targets. Zero means Patrons only	0

Agent side verification

If everything is configured correctly the following screen will appear on the agent’s side when there is an inbound call. Agent side verification will run automatically however the agent has the ability to click the Verify button if verification needs to be performed manually.

Call is initiated	Voice Biometrics is being verified	Caller has been verified