The Media Playback APIs provide access to CXone Recording media and metadata, enabling integration with CRM systems, analytics platforms, and other operational workflows. These APIs support voice, screen, chat, and email interactions.
Usage, Licensing, and Rate Limiting
Access to CXone Recording media through the Media Playback APIs is billable and requires specific licensing. This is because the Media Playback APIs provide direct access to sensitive recording files, which involves additional operational, compliance, and infrastructure costs.
To ensure proper use of these APIs, customers must-
- Have a relevant SKU included in their contract. To confirm the correct SKU and validate licensing status, contact your CXone Account Representative before integrating or deploying the APIs.
-
Be aware that use without a valid SKU may result in billing adjustments, API throttling, or suspension of access without prior notice.
Note - Other NICE APIs, such as Reporting or Metadata APIs, are available under general CXone licensing and do not require this SKU.
API Behavior Overview
When calling these APIs-
- For voice-only and voice-and-screen interactions, the API returns interaction metadata and a media download link (fileToPlayUrl).
-
For chat and email interactions, the API returns metadata and media links. The transcript is available only for legacy InContact digital interactions.
Authenticate your calls by generating a CXone API token using an Access Key with the appropriate permissions, and include it as a bearer token in your requests.
Enforcement Policy
NICE reserves the right to monitor usage of the Media Playback APIs to ensure compliance with licensing terms.
If unauthorized or unlicensed usage is detected-
-
Customers may be backbilled for usage outside of their entitlement.
-
API access may be throttled or restricted until licensing compliance is confirmed.
To request adjustments to throttling limits, contact your CXone Account Representative to review your use case and discuss available options.
To use these APIs, you must create an Access Key and then generate a CXone API token to use as a bearer token when calling Media-Playback APIs. You can create Access Keys by enabling the Access Key permissions and then creating an Access Key in the user’s profile or by navigating to the Access Key tab on the employee page.
