Integrate Omilia Voice Biometrics

This help page provides information about Omilia Voice Biometrics, an agent assist application. CXone also supports Omilia text virtual agents.

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Create a Script for Omilia

Required permissions: Studio Script View, Create/Edit

Use this sample as a foundation to create your script to integrate Omilia into CXone.

You can download an XML version of the script that you can import into Studio. The actions in the example script are configured with the essential settings required for an Omilia integration.

To complete the configuration of your script: 

• Assign the   Omilia configuration app to the Agent Assist action.

• Ensure that the required Script Param Payload Snippet action contains the custom payload JSON to send to the agent assist provider. The custom payload must pass the ANI Also known as caller ID. Listed phone number of an incoming voice call.. This is used to identify the contact to Omilia. If the ANI isn't included, the agent can add the ANI to enroll the contact's voice. If you use any other information as Omilia biokeys, include them in the custom payload. For example: 

  DYNAMIC customPayload
  customPayload.Ani="{ani}"
  customPayload.user_id="+15558001234"
  customPayloadJSON="{customPayload.asJSON()}"

• Ensure that the scriptParams property in the Agent Assist action is set to {customPayloadJSON}.
• Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
• Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
• Complete any additional scripting and test the script.

Add an App to Agent Assist Hub

Required permissions: Automation & AI > Launch Automation & AI

You need to add an app for Omilia to Agent Assist Hub. This establishes a connection between CXone and your agent assist provider.

1. Click the app selector and select Other > Automation & AI and then click Agent Assist Hub.

2. Click Add Agent Assist App.

3. Enter an Agent Assist App Name and click Omilia in the list of agent assist providers.

4. Click Next.

5. Complete the Configuration page using the information in the following table.

   Learn more about the fields in this step

   Field	Details
   Base URL	Enter the base URL for your instance of Omilia. This is provided by the Omilia team during implementation. The CXoneACD connects to Omilia via this websocket URL. CXone sends the audio of the customer's voice over the websocket so Omilia can access it.
   VB Profile	Enter the ID of the Omilia voice biometrics profile you want to use. This is provided by the Omilia team during implementation. This field is case-sensitive.
   API Bearer Token	Enter the API bearer token that's used to authenticate communication with Omilia. This is provided by the Omilia team during implementation.
   Bio User ID	This field identifies the format used for the ID assigned to each contact's voiceprint.
   Participants	Omilia only verifies contact voices. The only option that's available for this setting is Patron Only and it cannot be changed.

6. Click Create.

7. Click Close.

Assign the Omilia App to an Action

Required permissions: Studio Script View, Create/Edit

If you haven't done so already, you need to assign the Omilia app to the Agent Assist action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script.

1. In Studio, open the script you want to use.

2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

3. Double-click the Agent Assist action to open Agent Assist Hub.

4. In the left column, click the checkmark in a circle next to the agent assist application or profile you want to assign to this script.
5. Click Close.