Set Up External Routing

External routing allows you to take advantage of NICE inContact CXone routing while your agents are still using the Salesforce Omni-Channel widget to handle chats and cases. NICE inContact routing, once set up, will route cases and chats to your agents in the native Omni-Channel widget screens they are familiar with. If you do not already have a campaign that you want your external routing skills assigned to, you need to create one. You will need to create at least three skills, one script, and one point of contact. There is also configuration that needs to be done in Salesforce.

Create a Skill

Required security profile permissions: Skills Create

This skill is to be used for Omni-Channel and works with the following skills to enable external routing. The point of contact that you create in the following steps will need to be linked to this skill.

  1. In the ACD module, click Contact SettingsACD Skills.

  2. Click Create NewSingle Skill.

  3. In the Skill Information section, set the Media Type to Work Item. Enter a Skill Name and select the Campaign you want the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be a part of. The other settings in this section are optional.

  4. If you want to use screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox.
  5. In the Priority Management While in Queue section, you can configure settings to control how contacts are prioritized in this skill's queue. If you're satisfied with the default settings, you can skip this step.

  6. Configure Service Level settings for the skill. If you're satisfied with the default settings, you can skip this step.

  7. Click Create.

Create a Skill

Required security profile permissions: Skills Create

This skill is to be used for cases in Salesforce. It works with the preceding skill to route cases to appropriate agents.

  1. In the ACDmodule, click Contact SettingsACD Skills.

  2. Click Create NewSingle Skill.

  3. In the Skill Information section, set the Media Type to Work Item. Enter a Skill Name, that identifies it as a case, and select the Campaign you want the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be a part of. The other settings in this section are optional.

  4. If you want to use screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox.
  5. In the Priority Management While in Queue section, you can configure settings to control how contacts are prioritized in this skill's queue. If you're satisfied with the default settings, you can skip this step.

  6. Configure Service Level settings for the skill. If you're satisfied with the default settings, you can skip this step.

  7. Click Create.

Create a Skill

Required security profile permissions: Skills Create

This skill is to be used for chats in Salesforce. It works with the preceding skills to route chats to appropriate agents.

  1. In the ACDmodule, click Contact SettingsACD Skills.

  2. Click Create NewSingle Skill.

  3. In the Skill Information section, set the Media Type to Chat. Enter a Skill Name and select the Campaign you want the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be a part of. The other settings in this section are optional.

  4. If you want to use screen popsA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox.
  5. In the Priority Management While in Queue section, you can configure settings to control how contacts are prioritized in this skill's queue. If you're satisfied with the default settings, you can skip this step.

  6. Configure Service Level settings for the skill. If you're satisfied with the default settings, you can skip this step.

  7. Click Create.

Create a Script

Required security profile permissionsScripts Create

This script is used to read the work item payload from the Omni-Channel skill, created previously. It will map the service channel ID, received from the payload, to the skill ID.

  1. In Studio, click FileNew.

  2. In the Create New Script window, select the Work Item icon. Verify that the correct Business Unit is selected and click OK.
  3. Add BEGIN, SNIPPET, and REQAGENT actions to the canvas and connect them.

  4. Double-click the SNIPPET action and click Text View to edit.

    If you need help, contact your account manager or Professional Services.

  5. If you want to, you can customize the script with additional actions you want to occur during messaging events, such as when the interaction begins, is transferred, or ends.

  6. Click FileSave.
  7. In the Save Script As... window, enter a name for the script, and click Save.

Create a Point of Contact

Required security profile permissionsPoints of Contact Create

  1. In the ACDmodule, click Contact SettingsPoints of Contact.
  2. Click Create New and select Single Point of Contact.
  3. For the Media Type field, select Work Item.
  4. Enter a Name.
  5. Complete the remaining fields.
  6. Click Create Point of Contact.

You will use the Point of Contact ID during your Salesforce configuration steps on the Salesforce Agent Settings screen.

Salesforce Configuration

There are steps that need to be performed in Salesforce to finish setting up external routing. Visit salesforce.help.com to start. Use the search box at the top to search for enable external routing.