Access Key ID and Access Key Secret

Navigate to ADMIN -> Employees -> Select a User from the list with Administrator role or Create a new user with Administrator role -> ACCESS KEYS tab.

Click "Generate New Access Key" -> then copy the ACCESS KEY ID and click the (SHOW SECRET KEY) link and copy the SECRETE ACCESS KEY.

InContact Permissions

Agent Session Control Via API

• Log into the InContact Portal as an administrator.
• Navigate to Admin -> Roles and Permissions  -> Select Role Name ( Role Name is the user under where we created ACCESS KEYS ).
• Select Permissions and then ACD.
• Under ACD configuration -> Toggle the "Agent Session Control Via API" to On.

Point of Contact for Chat and Email

• ACD -> Contact Settings -> Points of Contact
• Click the desired Point of Contact from the list. 

• Copy the "Point of ContactID". This will be used in the Queue Adapter Configuration.
• Get the "Point of Contact ID" for both Email and Chat.

Config Server

Add the following items in the Config Server UI under the "Telephony Platforms" and select the Environment -> InContact Hub Environment Settings.

• Select the InContact Domain, By default, North America is selected.
  • Select the desired domain name.
  • Available domain names:
    • North America
    • Canada
    • Europe
    • Australia
    • Japan
    • United Kingdom
• Access Key ID
• Access Key Secret

Queue Adapter

Add the following items in the InContact Processor in the Queue Adapter Configuration.

• API
  • Access Key ID - Enter the value captured from the InContact site.
  • Access Key Secret - Enter the value captured from the InContact site.
  • Discovery Url - https://cxone.niceincontact.com/.well-known/openid-configuration
  • Access Token Url - https://cxone.niceincontact.com/.well-known/cxone-configuration
  • Api Url Path -  InContactAPI/services/v24.0/interactions/work-items
• Cache Report
  • Site Url, User Name, Password - OSvC site information. this should be the same as entered under the Site Interfaces section of the configuration.
• Chat Chat Work Item Type
  • The "Work Item" string is used to trace all Oracle Service Cloud Customer Chats submitted to InContact by OpenMethods.
  • The default value is "OMChat". Don't change it.
  • Chat Queue Mapping
    • "Point of Contact" where Chats will be submitted.
      • Default=<PointOfContact> 
        • By default, all the chats are submitted to this "Point Of Contact".
      • To submit to a specific "Point of Contact" from the chats coming from a specific Oracle Service Cloud Queue.
        • The format would be <Oracle Queue>=<InContact Point Of Contact>
        • The mapping is comma-separated.
    • We can get this from the customer's InContact Administration page as mentioned in Step 3.
    • For Persistent Queue Mapping - Please review the Persistent Queue document.
  • Chat Retry Delay - The default value is 5000 milliseconds. If it is needed we can increase the value.
  • Prioritize Chat - The default value is enabled.
• Email 
  • Email Work Item Type
    • The "Work Item" string is used to trace all Oracle Service Cloud Email Incidents submitted to InContact by OpenMethods.
    • The default value is "OMEmail". Don't change it
  • Email Queue Mapping - This is the same as Chat Queue Mapping.
  • Email Retry Delay - The default value is 5000 milliseconds. If it is needed we can increase the value.