Objective

Applies To

• Intelligent Customer Assistant (ICA)
• 8x8 Contact Center
• Cognigy

Procedure

Installing the Extension

1. Within Cognigy, open an agent and navigate to Manage then Extensions.
2. In the Marketplace, 8x8 should be listed.
   
   
3. Click the tile and then install in the right navigation pane.
4. Once the Extension is installed, it will be listed above.
   
   

Configuring and Using the Extension in a Flow

1. Now open a flow and add a new Node.
2. In the selection box, select the Extensions Tab across the Top.
3. Click the 8x8 Icon for the list of available functions.
4. Add the function you would like to use.
5. The Node needs to be configured to query the correct system and object.
6. From within the Edit Node click + to add a new connection.
   
   
7. You will need to complete all items in the form:
   • Connection Name - This is the name of the connection and will appear in all 8x8 Extensions once created for use.
   • API Key - The API key is generated in Admin Console. Make sure this API key has the necessary permissions, for example Contact Center Schedule for schedule access. This value will start with 'eght.' See Generate an API Key in 8x8 Admin ConsoleGenerate an API Key in 8x8 Admin Console.
     
     
   • Base URL - https://api.8x8.com
   • Tenant ID - This is the Tenant name found in Configuration Manager for Contact Center under Home > Profile.
8. If everything has worked, the Select Queue field will have a list of the available queue’s or schedules depending on the function you are using.
9. You will need to create at least one queue or schedule for anything to show in the field as the system will not use the defaults.

   Note: There is a known limitation that only the first 50 queues or schedules will be displayed.  Currently there is no way to use the 8x8 extension nodes for items not listed.

10. Now that you have configured the 8x8 extension for ICA, you can move on to Configuring a Chatbot Using the 8x8 Chat Widget.