SIP Integration with NICE CXone

This guide covers connecting NICE CXone to Synthflow via SIP trunk. CXone Studio scripts route calls to Synthflow using a SIP Backchannel pattern, enabling AI-driven handling with escalation back to live CXone agents.

Prerequisites

NICE CXone Configuration

CXone uses a SIP Backchannel (Parent/Child script) pattern to connect to external AI systems like Synthflow. The Parent script handles the main call leg; the Child script places a dedicated SIP leg to Synthflow.

All configuration is done in the CXone Admin Console and CXone Studio.

Step 1: Configure the External SIP Trunk

1. In CXone Admin Console, navigate to ACD → ACD Configuration → Phone Carriers.
2. Click Add Carrier and configure:

3. Add Synthflow’s SIP signaling IPs to the allowed list. Contact Synthflow support for the current IP list.
4. Save the carrier configuration.

Step 2: Create a Pseudo Phone Number for Synthflow

A pseudo number is an internal E.164 number used to route calls to Synthflow via the SIP trunk — it is never dialed externally.

1. In CXone Admin Console, go to ACD → Phone Numbers → Add Phone Number.
2. Create a new number in E.164 format (e.g. +1XXXXXXXXXX) mapped to the Synthflow AI carrier.
3. Note this pseudo number — it will be used in the Studio PLACECALL action.

Step 3: Create the Parent/Child Studio Script

CXone uses a two-script pattern to manage the SIP connection to Synthflow.

Parent Script (handles inbound call):

1. In CXone Studio, create a new script called Synthflow_Parent.
2. Add the following actions in sequence:
   • ASSIGN: Set MasterId = {ContactId} (captures the current contact ID)
   • REQAGENT: Point to the Synthflow pseudo number to initiate the Child script
   • ONSIGNAL: Listen for escalation signal from Synthflow (triggers live agent routing)
   • REQAGENT: Route to the appropriate CXone skill/queue when ONSIGNAL fires

Child Script (places SIP call to Synthflow):

1. Create a new script called Synthflow_Child.
2. Add the following actions in sequence:
   • SIPPUTHEADER: Set SIP headers for Synthflow context:

• PLACECALL: Dial the Synthflow pseudo number via the Synthflow AI carrier
  • Set LinkContactId = {MasterId}
  • Set SourceLegPersistent = True

Step 4: Configure Escalation Back to CXone

When Synthflow determines escalation is needed:

1. Synthflow calls the CXone Admin API → Signal a Contact endpoint with the Contact ID and queue parameter.
2. The Parent script’s ONSIGNAL action receives the signal.
3. The End Call block drops Synthflow from the conversation.
4. The REQAGENT action routes the caller to the target CXone skill or queue.

Synthflow Configuration

Add the SIP Number

1. Go to the Synthflow Phone Numbers page.
2. Click Add Number → Custom / SIP.
3. Enter the phone number in E.164 format (same pseudo number configured in CXone).
4. Fill in the SIP connection details:

Attach to the Assistant

1. Go to Assistants and create or select an assistant (v2.0+).
2. In the assistant settings, attach the SIP number you just created.
3. Wait 1–2 minutes for SIP registration to complete.

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Call Flow Summary

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Verification

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Quick Troubleshooting

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Reference

• NICE CXone Studio Documentation: help.niceincontact.com (search “Studio Scripts”)
• CXone SIP Phone Configuration: help.niceincontact.com (search “SIP”)
• CXone Admin API Reference: developer.niceincontact.com
• Synthflow SIP Overview: docs.synthflow.ai/about-sip
• Synthflow X-EI SIP Header: docs.synthflow.ai/x-ei-sip-header