NICE CXone AI voice agents from a Studio script
A CXone Studio script transfers calls to a Cartesia agent's phone number, and the agent transfers the rest back to a number on a CXone point of contact.
Overflow agent
Handles overflow calls and passes the rest to CXone.
Instructions
Answer branch hours, locations and where to find account details in the app. Transfer lost or stolen cards, disputes and wires to the CXone point of contact number.
- Handoff
- CXone point of contact
Connected tools
- Transfer to CXoneTransfer
What a NICE CXone AI voice agent can do
Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.
A Transfer or Blindxfer action in a Studio phone script sends calls to the agent's number, for example after hours.
The agent answers questions from its instructions, such as branch hours and the routing number, and ends the call itself.
Calls that need a banker go to a phone number set up as a CXone point of contact, with the skill and script you choose.
CXone Studio settings
These come from NICE's Studio action reference.
- Transfer action
- Keeps the call on the CXone platform, with progress and recording monitored. It uses two ports during the transfer.
- Blindxfer action
- Uses no ports, but CXone saves no call details after the transfer and cannot recover a failed transfer.
- Destination
- The Cartesia agent's phone number.
- Script type
- Phone.
- Way back
- A phone number set up as a point of contact, which carries an ACD skill and a Studio script.
Set it up
A phone hand-off in both directions. There is no CXone connector. The agent's number is an ordinary phone number outside CXone. Vendor details read in November 2026.
Give the agent a number
Import a number from Twilio or connect a SIP trunk number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.
Transfer from a Studio script
In the phone script for the calls you want the agent to take, add a Transfer action and set its Destination to the agent's number.
Set the way back
Add a Cartesia transfer rule to a phone number that is a CXone point of contact, with the skill and script you want those calls to reach.
Test both directions
Call in, reach the agent from the script, and ask for a person to land back in CXone.
Before you build
Transfers are cold
The CXone agent gets the call, not the conversation. Have the agent tell the caller where it's sending them before it transfers.
Pick the action for your reporting
Use Transfer if you need CXone reporting on the call after it reaches the agent. Blindxfer drops those details.
Use cases for teams on NICE CXone
More integrations
Enterprise-grade security
HIPAA compliant
SOC 2 Type 2
GDPR
NICE CXone AI voice agent FAQs
Can I use my own AI agent with NICE CXone?
Yes, as an outside phone number. A Studio phone script transfers to the agent's Twilio or SIP trunk number, and the agent transfers back to a number set up as a CXone point of contact. A Cartesia agent calls webhook tools you define in your own systems and uses the voice and model you choose.
How do I send CXone calls to an AI agent?
In the phone script for those calls, add a Transfer action with the agent's number as the Destination. Transfer keeps the call on CXone with progress and recording monitored, and uses two ports. Blindxfer uses no ports, but CXone saves no call details afterward and can't recover a failed transfer.
Who does the agent see as the caller?
With Blindxfer, the agent sees the original caller's number. The Transfer action has a CallerID property that sets the number sent to the agent as caller ID.
Can the agent send callers back into CXone?
Yes. Add a Cartesia transfer rule to a phone number that is a CXone point of contact, with the ACD skill and Studio script you want those calls to reach. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.
Who bills the minutes on a CXone transfer?
Cartesia charges $0.03/min, plus LLM usage and telephony. Twilio or your SIP carrier bills the agent's number. The Transfer action also holds two CXone ports while the call is with the agent, and Blindxfer holds none.
Get started today
Talk to an expert.
Connect with a member of our team and learn how Cartesia can help you build world-class voice experiences.
Start building.
Access our models via API and bring a voice agent into production in minutes.