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Simple AI connects to NiCE CXone through a SIP backchannel driven by Studio scripts. CXone stays in control of routing and agent delivery, and calls its scripts decide should be handled by the AI are placed on the backchannel to Simple AI.

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What You Can Do

  • Inbound routing — a Studio script answers the call and places it on the SIP backchannel to Simple AI.
  • Outbound campaigns — Personal Connection handles pacing and compliance, and connected calls are handed to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your caller ID.
  • Live agent escalation — Simple AI signals the running Studio script, which routes the call to the right skill or agent.
  • Context on transfer — metadata travels in X- prefixed SIP headers so the receiving agent’s screen pop is populated.

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How It Connects

  1. A Studio script receives the call and runs your IVR and routing logic.
  2. The script places the call on the SIP backchannel to Simple AI.
  3. Simple AI runs the conversation.
  4. For escalation, Simple AI signals the script through the CXone Signal API, and the script routes the call to a skill or agent.
Because escalation goes through the script rather than a blind transfer, your existing CXone routing rules, skills, and priorities stay authoritative.

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Setup

  1. Configure the SIP backchannel between CXone and Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  2. Add the handoff and escalation steps to the Studio scripts that should use the AI.
  3. For outbound, point the relevant Personal Connection campaigns at the handoff script.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side and the Signal API credentials. Contact support@usesimple.ai to get started.