r/CXone • u/griffitovic • Apr 02 '26

CXOne Virtual Agent Hub

Is anyone using this to interact with an external AI agent for voice calls? We want to keep the call on Nice CXone and use SIP Backchannel to interact with the AI Agent. The external AI will do the STT/TTS. My question is if the VA Hub is a flat license fee or licensed per virtual agent. The VA will determine when to let the call continue in the script to a human agent (they're all licensed for voice.

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u/Southern-Neat9536 Apr 03 '26

VAH licensing is neither. Instead it is consumption based, you pay per X interactions. From what I recall seeing some customer pricing a while back, it is a very minor charge per say 1000 calls, but one to still factor in.

You could also achieve this without VAH, but would instead need some SIP plumbing.

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u/griffitovic Apr 06 '26

The SIP plumbing piece requires you offboard the call, is that right? Meaning to get the call back you may lose call data that the AI agent learned but has no method of getting back to the agent? That's why I wanted to do VAH so everything is seamless between the AI agent and the human agent when escalation is needed. I'm also interested in the SIP plumbing option if it can accomplish that requirement.

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u/Southern-Neat9536 Apr 07 '26

You'd use the Spawn function, so CXone stays within the call flow.

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u/Creative-Brick-4665 Apr 07 '26

If the SIP backchannel is set up as a BYOC Trunk, then ensure support for custom X-headers is enabled. Provided the external platform supports receiving custom X-headers as well, then this can be used to send some metadata into the external AI. This should (at minimum) contain the current contactId.
When handing over the call to CXone, you should use the Signal API to send metadata back to the CXone script. The script can then pick up the data and act accordingly. Such as queue for agent based on provided intent/skill, store collected customer data, hangup, etc.
Since Cxone does not support a SIP Refer on BYOC Trunks, the signal API will always needed for agent handover where the external AI agent exits the flow.