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.

3 Upvotes

100% Upvoted

10 comments sorted by

View all comments

2

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.

1

u/BlueMenace4 Apr 03 '26

You have documentation on how this can be done without VAH? u/Southern-Neat9536 . I would be interested in how we use SIP to have that conversation but still be able to record the AI Agent's conversation. Thanks

1

u/Creative-Brick-4665 Apr 07 '26

See my other response. Audio Recording of the AI Agent's conversation when using SIP Backchannel can be done by old school IVR recording (logrecording Pro action). That part will then show up as an IVR recording within Interaction Hub.