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    inContact
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    inContact

    • 1 minute read
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    Article summary

    Gong supports two methods for setting up the inContact integration:

    • inContact OpenId

    • inContact UserHub

    Integrating via OpenId uses oAuth and is more secure than integrating via the user hub.

    Follow the setup procedure below, according to the platform deployed:

    Prerequisites

    • You must be an admin inContact user with credentials to https://auth.nice-incontact.com

    • For the user hub: User must have a role with permissions enabled for access key management

    inContact OpenId setup

    1. In Gong, click Company settings > Data capture > Telephony systems.

    2. Click + Add telephony system and select inContact. 

    3. Select the connection method. 

    4. Click CONNECT IN INCONTACT. This takes you to the inContact login page

    5. Login to InContact. This automatically enables the connection between Gong and inContact. You are redirected back to Gong and the connection is set up

    inContact UserHub setup

    If you are unsure of your Area Domain, contact your Technical Account Manager or Technical Account Management team. You can find the UserHub: Getting Started here.

    1. In inContact, go to My Profile page or User Page.

    2. Click the Access Key tab.

    3. Click Generate New Access Key.

    4. Click show secret key. Save the access key id and secret to your local drive.

      Warning

      This is your only opportunity to save the access key secret.

    Gong set up for inContact UserHub

    1. Click Company settings > Data capture >  Telephony systems.

    2. Click  + Add Telephony System.

    3. Select inContact.

    4. At the foot of the pop-up, click UserHub platform connection.

        General_settings_companysettings_telephony_systems_inContact

    5. Enter the Access Key Id, Access Key Secret, and Area domain exactly as they appear in inContact.

    6. Click  CONNECT. You are directed to OAuth in inContact.

    7. Give Gong access to inContact.

    Supported dialer features  

    This table lists how different features are supported. See Supported dialer features for more details of each feature.

    Feature

    Description

    Supported

    Additional call types

    In addition to regular calls, imports:  

    • Short calls (under 30 seconds)

    • Call attempts

    • Non-recorded calls

    No

    Call disposition

    Imports the call outcome

    Yes

    Purpose

    Imports the call purpose

    No

    Call direction

    Indicates whether the call is inbound or outbound

    Yes

    Import past calls

    When setting up the integration, automatically imports the last 90 days of calls

    Yes

    User matching

    The field in the call used to match the Gong user to the dialer user

    Email

    Speaker experience

    Indicates if the call is recorded using stereo or mono

    Stereo

    Must be connected through a CRM

    Some systems must be connected through a CRM in order to make a call

    No

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