Integrate Omilia Voice Biometrics (DEVone)

This help page provides information about the DEVone integration of the Omilia voice biometrics service, an agent assist application. CXone Mpower also supports Omilia text and voice virtual agents.

Prerequisites

Before you can set up Omilia to work with CXone Mpower, you must have:

  • An Omilia Cloud Platform account.
  • At least one Voice Biometric profile in the Omilia Cloud Platform Console.

Customize a Script for Omilia

Required permissions: Studio Script View, Create/Edit

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

An example of a Studio script used with Omilia.

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 ANIClosed 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 Mpower and your agent assist provider.

  1. Click the app selector icon of 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 Voice Biometric DEVone in the list of agent assist providers.

  4. Click Next.

  5. Complete the Configuration page using the information in the following drop-down.

    Field Details
    Base URL

    Enter the base URL for your instance of Omilia. This is provided by the Omilia team during implementation.

    The CXone Mpower ACD connects to Omilia via this WebSocket URL. CXone Mpower 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 Voice Biometrics (DEVone) app to the Agent Assist actionClosed 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. If you're using Desktop Studio, double-click the Agent Assist action to open Agent Assist Hub. If you're using Studio, click open editor on the Agent Assist action.

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