NICE CXone
This article explains how to register an application in the NICE DEVone portal and configure the required role and access keys so Capacity can retrieve your CXOne call recording data for post-call analysis.
How it Works
Connecting CXOne to Capacity involves three steps in your NICE environment:
- Submit an Application Registration Request to NICE DEVone, which returns a Client ID and Client Secret.
- Create a role in CXOne with the permissions Capacity needs, and generate an Access Key ID and Access Key Secret for that role.
- Share the resulting credentials with Capacity so we can configure the connection.
Before You Begin
To complete this integration, you'll need:
- Admin access to your organization's NICE CXOne "DEVone" developer portal, to submit the application registration request.
- Administrator permissions in the CXOne admin portal, to create a role and generate an Access Key ID and Access Key Secret.
- A technical contact email address that can receive the Client ID and Client Secret from NICE (this may be the same person completing the registration).
Application Registration
Go to the CXOne Application Registration form
Complete the form as follows:
| Field | Value |
|---|---|
| What is your email address? | The email of the person in your organization who will receive the credentials and can respond to any future connection issues (usually an admin user). See the Technical Contact field below. |
| What is your name? | The name that matches the email address above. |
| What is the name of your application? | Enter Capacity |
| Describe your application | Enter Capacity Conversation Intelligence |
| Provide technical email addresses for this application | Enter the technical contact email. NICE will send the new Client ID and Client Secret to this address. |
| Method to receive password for application registration information | Select Email |
| What is the tenancy of the application? | Select Single Tenant |
| What CXone environments will the application support? | Select appropriate options for your setup |
| Which authentication method will you use? | Select client_secret_basic |
| What type of application are you registering? | Select Back-end |
Once all fields are complete, select Submit.
NICE will reply by email. The email (possibly two separate emails) will contain the first pair of credentials for the registered application:
- Client ID
- Client Secret
Copy these credentials and store them securely — you'll send them to Capacity later.
Access Key Creation
Once NICE has confirmed the application, complete the following steps in the CXOne admin portal.
You will need administrator permissions in the CXOne admin portal to create a role and generate an Access Key ID and Access Key Secret.
Create the Role
- Go to Roles and Permissions
- Select New Role and enter a name, description, and system default setting
- On the new role's Permission tab, configure the following:
| Category | Setting |
|---|---|
| Admin > Cloud Storage and File Storage | Select View for Long-Term File Retrieval. Turn File Search on. |
| Reporting | Turn Data Download on. Select View for Report Schedule. Turn Scheduled Report on. |
| Search and Playback > APIs | Turn Extract interaction metadata on. |
| Search and Playback > Search | Turn Search interactions on. |
| Search and Playback > Player | Select Download for Play/download recording. |
- Select Save & Activate
Generate the Access Key
- Go to Employees and select the Security tab.
- Select the role you created above.
- Under Access Key, select Add access key.
CXOne may require the application from Step 1 to be approved before an access key can be added.
- Copy the Access Key ID and store it securely
- Select Show Secret Key, then copy the Secret Key and store it securely
This is your only opportunity to view the Secret Key. Once you navigate away, you will not be able to retrieve it again — if it's lost, you'll need to generate a new access key.
- Select Save to complete the access key setup
- On the employee record, set the Secondary Role to the role you created for this integration
- Save and close
What to Share with Capacity
Provide the following details to your Capacity Solution Consultant or Account Manager:
| Item | Description |
|---|---|
| Client ID | Client ID for the registered application, received from NICE |
| Client Secret | Client Secret for the registered application, received from NICE |
| Access Key ID | Access Key ID for the CXOne role |
| Access Key Secret | Access Key Secret for the CXOne role |
Always share credentials securely, never send as plain text in an emai