NICE CXone ACD SDK

• Official SDK Documentation
• NPM package
• Sample Web App

Requirements

• TypeScript 4.7
• Runtime: ES2022 (WebSocket, Intl, Promise, EventTarget, CustomEvent, JSON, Date, etc.)
• Custom application bundler (webpack, create-react-app, etc.)

This README file provides an overview of the @nice-devone/acd-sdk library. It is a typescript library that empowers developers to interact with Automatic Call Distribution (ACD) functionalities within their applications built for the NICE CXone platform.

Features

• ACD Engagement: Manage features that impact contact routing, like starting and ending ACD sessions, changing an agent's state (available/unavailable, on break, etc.), and so forth.
• Contact Management: Manage interactions with customers throughout their journey, including routing contacts to agents, call level operations like mute, hold, etc. transferring calls, playing audio prompts and updating contact metadata.
  Note: Interacting with voicemails and work items are specific functionalities within this broader concept.
• Skill Management: Retrieve information about agent skills, which are used to determine which agents are qualified to handle specific types of contacts.
• Team Unavailable Codes: Fetch team unavailable codes.
• Notifications: Receive ACD notifications based on the dependency on @nice-devone/agent-sdk.
• Agent Details: Retrieve agent details based on the presence of the agent-details service.

Installation

npm install @nice-devone/acd-sdk

Usage

1. Import necessary modules:

import { /* functionalities from acd-sdk */ } from '@nice-devone/acd-sdk';

2. (Optional) Initialize the SDK (if required):

// If the SDK requires initialization, follow instructions from the documentation
const acdClient = /* Initialize the ACD client object */;

3. Leverage SDK functionalities:

Refer to the official documentation (link to be provided, once found) for detailed usage examples on specific functionalities. Explore the available classes and methods within the library (src/lib/acd) to interact with ACD features. Documentation

For comprehensive API reference and usage examples, refer to the official documentation provided by NICE CXone (link to be retrieved).

Compatibility

This SDK is likely compatible with specific ACD platform versions supported by its peer dependencies (e.g., @nice-devone/agent-sdk, @nice-devone/common-sdk). Refer to the official documentation (if available) for supported versions.

License

Check the license file (LICENSE) for specific terms regarding the use of this SDK.

Additional Notes

The SDK likely interacts with other NICE CXone products based on the peer dependencies (@nice-devone/core-sdk, @nice-devone/common-sdk). Consider exploring the codebase (src/lib/) for a more comprehensive understanding of the functionalities offered.