Configure Real-Time Third Party Telephony Recording (Multi-ACD)

If you have a license for NiCE CXone Real-Time Third Party Telephony Recording (Multi-ACD) and the required permissions, you can configure connections between NiCE CXone and an external telephony system. You also edit and manage the device lists that are used to monitor communications devices in those telephony systems, when applicable. You can then record calls from the managed devices.

With Real-Time Third Party Telephony Recording (Multi-ACD), you can configure the following third party telephony systems, depending on your license.

Manage Third Party Telephony Systems

The recommended workflow is to first configure the new telephony system with its device groups and interfaces. Then add devices manually or by bulk upload.

1. Use the New Telephony System wizard to add a Telephony System, define device groups, and configure interfaces. You can add up to 10 device groups and 10 interfaces during system creation, and add more after the system is created.

2. (Optional) Create Device Groups

   If you are using Bulk Upload to add devices with a device group assignment, you need to add the device groups in the telephony system.

3. Add Interfaces to the telephony system.

   You can also add and configure interfaces after devices have been added.

4. Add Communication Devices manually or using bulk upload. Devices are configured with their extension number.

5. Configure External Identifiers (Recording Accounts). You can add external identifiers to an employee account manually or using bulk upload. An external identifier associates an agent with a telephony system by extension number or agent ID.

6. Define the Business Data fields from the third party telephony system.

After configuring the third party telephony system, you can define recording policies. For a new tenant, the default recording policy records 100% of all voice calls.

Add a Telephony System

Create a separate telephony system for each telephony provider and outbound dialer.

1. Click the app selector and select Admin.

2. Go to Recording > Third Party System.

3. Click New System.

4. Enter the System Name.

5. Select the system Integration Type.

   • For a provider telephony system, select Avaya, Cisco, Genesys, or MS Teams.

   • For an outbound dialer system, select Alvaria or Avaya POM.

6. In the Description field, provide the details about the telephony system if needed.

7. Click Create.

After creating a telephony system, you can:

• Change the name and description of the telephony system—select Edit System from the Action menu. You cannot change the type of the telephony system.

• Upload and manage certificates for TLS CTI secure communication between NiCE CXone and the telephony system, when supported by the telephony system.

• Add device groups.

• Add devices.

• Add interfaces.

To delete a telephony system, select Delete System from the Action menu. The telephony system and all its devices, device groups, and interfaces are deleted.

Manage Certificates for Secure Communication

You can use TLS Transport Layer Security. A protocol that provides end-to-end security for data sent between applications. for secure communication between NiCE CXone and an Ayaya telephony system. When you verify the Tlink for the TSAPI interface:

• Make sure the Tlink value for the server name is set as secured.

• Generate and export the relevant certificate.

Upload the certificate after creating the telephony system in NiCE CXone. Make sure that the public certificate is not password-protected.

View the list of trusted Certificate Authorities (CAs) that can provide the required TLS certificate.

Manage Device Groups

You can add and edit device groups in an existing telephony system. This procedure does not apply to Cisco or Microsoft Teams telephony systems.

To create a device group:

1. Select the Devices tab.

2. Click + New Device Group.

3. Enter a name for the device group.

4. Select the Type of device group.

   • Monitored: Devices assigned to the device group can be recorded and monitored.

   • Rejected: Devices assigned to the device group will not be recorded or monitored.

     This option is mainly used for outbound dialers, for the long call part.

     In a Cisco telephony system, this is the only available device group type.

5. Click Create.

To edit the name of an existing device group, select Edit Group in the device group's Actions menu. You cannot change the type of device group after creation.

To delete an existing device group, select Delete Group in the device group's Actions menu. All the device group assignments to devices and interfaces are removed.

Manage Interfaces

Add a New Interface

Add the CTI interface and media interfaces to the telephony system.

If an outbound dialer is used with the system, create and configure the dialer interface in a separate dialer telephony system.

1. Select the Interfaces tab.

2. Click + New Interface.

3. Enter a name for the interface and select its type. The list of available interface types varies according to the type of system.

4. (Optional) Assign the interface to one or more device groups. You can select one device group from each device group type.

5. Configure interface settings. The parameters vary according to the type of interface:

   • Avaya telephony system interfaces

   • Cisco telephony system interfaces

   • Genesys telephony system interfaces

   • MS Teams telephony system interfaces

   • Outbound dialer interfaces

   Before you start interface configuration make sure that you have the Excel file that was submitted after preparing the telephony environment. This file contains values for many of the required parameters.

6. Click Save.

Update an Existing Interface

To update the configuration of an existing interface, select Edit Interface in the interface's Actions menu.

• You cannot change the interface type.

• Saving changes disconnects and then reconnects the interface with the updated settings. Any calls and recordings in progress on the interface will be disconnected when you save changes.

To delete an existing interface, select Delete Interface in the interface's Actions menu. Calls on the deleted interface will not be recorded.

Verify the Interface Configuration

To verify the interface configuration, use the Test Connectivity feature.

Before running the test, make sure all required fields in the interface, authentication information, and any mandatory settings are completed and saved. Click Test Connectivity and wait for the test to finish. This test usually takes about one minute until complete. After the test runs a green pop-up message appears in the bottom-right corner and you may see:

• Successful Test:A green icon appears next to each IP address.

• Failed Test: A red icon appears next to each IP address. Hover over the icon to see the reason for the failure.
  

  Common Failure Reasons
  

  • CONNECTION_TIMEOUT: The system could not reach the remote server in time. This often means traffic is being blocked by a firewall.

  • CONNECTION_REFUSED: The remote host refused the connection. This often means nothing is listening on the target port.

  • DESTINATION_UNROUTABLE: There is no network route to the destination. This can be caused by a bad network, wrong subnet or peering, missing default route, or a bad DNS entry for the host name.

  • ACCESS_DENIED: The connection was blocked due to missing permissions.

  • REQUEST_TIMEOUT or TIMEOUT: The request did not complete in time.

  • INTERNAL_ERROR: An internal system error occurred while running the test. Try the test again. If it keeps failing with this reason, check the logs or contact your system administrator.

  After reviewing the error details, update your configuration, and click Test Connectivity again.

• Incomplete Test: If the system does not receive all expected results, no icons appear. Instead, a red pop‑up message appears with more information.

Test Connectivity checks network connectivity only. For application connectivity status, see Telephony Connectivity Status.

SIPREC domain configuration

Domain configuration helps NiCE CXone map each audio stream to the right channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. and participant. Depending on your telephony system type, you may not need SIPREC domain configuration. Check below for more details on the setting parameters for your interface type.

Interface Settings for Avaya Telephony System

Interface Settings for Cisco Telephony System

Interface Settings for Genesys Telephony System

Interface Settings for Microsoft Teams Telephony System

Interface Settings for Outbound Dialers

Create a separate telephony system for each outbound dialer.

Manage Devices

You can add communication devices to the telephony system manually or using bulk upload. This procedure does not apply to Cisco or Microsoft Teams telephony systems.

Add Devices Manually

1. Select the Devices tab.

2. Click + New Device.

3. Enter the extension for the device.

4. Assign the device to one or more device groups.

   You can select one device group from each device group type.

5. Click Create.

To update the configuration of an existing device, select Edit Device in the device's Actions menu. You can change the device group assignment. You cannot change the device extension number.

To delete an existing device, select Delete Device in the device's Actions menu. Calls to the device will not be recorded.

Add Devices Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Systems> Devices.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in NiCE CXone.

   Fields for device upload

   Field	Details
   Action	Required. One of the following: CREATE, UPDATE, DELETE.
   System	Required. Name of the telephony system as defined in NiCE CXone.
   Device Type	Required. Must be EXTENSION.
   Device Number	Required. Device number—enter 1 to 64 characters.
   UDI	Optional. Unique device identifier—enter 1 to 64 characters.
   Monitored Group	Optional. Name of assigned monitored device group as defined in the telephony system in NiCE CXone.
   Rejected Group	Optional. Name of assigned rejected device group as defined in the telephony system in NiCE CXone.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the devices appear in the Devices tab for the corresponding telephony system.

   • If the file upload fails, try uploading the file again.

For additional information, see Bulk Upload Records.

Configure Expert Parameters

Only internal NiCE users can configure expert parameters for an existing third party telephony system and its interfaces. Contact your NiCE NiCE CXone account representative for assistance.

Expert parameters include advanced telephony parameters, such as, timeouts, retry duration, log level, and so on.

The Impersonate & Configure type of tenant impersonation is required to configure expert parameters.

Telephony Connectivity Status

CXone monitors the health of each third-party telephony interface and updates the status indicator in real time. This lets you quickly confirm connectivity after changes and spot issues before they impact recording or routing.

Telephony System Health Status is a continuous, automatic application-level monitoring indicator that shows the real-time connectivity state of telephony systems and their interfaces in the Third Party Systems window. It gives administrators an always-on, at-a-glance view of whether their telephony systems and interfaces are connected and working.

It provides a status indicator at both the telephony system level and interface level.

Interface level Status Indicators

• Green : Connected and functioning normally.

• Red : Disconnected or unavailable.

Telephony System Status Indicators

The telephony system status is derived from the statuses of all the interfaces together. It shows the last status change timestamp as a tooltip.

• Green : All the interfaces are connected.

• Red : At least one interface is disconnected, or the system has no interfaces.

The Status Indicator shows real-time application connectivity status (between CXone and the third-party system). Test Connectivity shows network connectivity between configured IP addresses. As they are measuring two different connections, it is possible for Test Connectivity to pass successfully, even if the status indicator shows a failed connection. This means that the network connection is successful, but the CXone application is failing to connect to the customer system.

Similarly, it is possible for the status indicator to be green, indicating a successful connection between the applications, but Test Connectivity shows that some IPs have failed to connect. In this case, please reach out to the integrator or NiCE Professional services to fix the network connectivity issue.

Manage External Identifiers (Recording Accounts)

You can add up to 10 external identifiers to an employee account manually or using bulk upload. An external identifier associates an agent with a telephony system by extension number, agent ID, or UDI (Cisco shared line only).

If you enter an extension that is not monitored by the TSAPI interface, NiCE CXone allows saving but displays a warning. Calls from this extension will not be recorded. To resolve, add the extension to the TSAPI monitored device group in Third-party Telephony.

For additional information, see:

• Set Up Employees

• Bulk Upload Records

Add External Identifiers (Recording Account) Manually

1. Go to Admin > Employees.

2. Select an existing employee's account or select Create Employee.

3. Select the External Identifiers tab.

4. Configure recording accounts:

   1. To add a recording account, click New Identifier.

   2. Select the System the recording account is assigned to.

   3. Select the Identifier Type:

      • For sites using fixed seating, select Extension.

      • For sites using free seating, it is recommended to select Agent ID.

      • (Cisco telephony system only) For sites using a shared line, select UDI (Unique Device Identifier).

        • For Cisco UDI accounts, enter the Device Name if the agent uses Cisco Jabber, or the MAC Address if the agent uses a physical desk phone.

   4. In the Value field, enter a unique value per system for the recording account.

Add External Identifiers (Recording Accounts) Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Systems> External Identifier.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in NiCE CXone.

   Fields for external identifiers upload

   Field	Details
   Action	Required. One of the following: CREATE, UPDATE, DELETE.
   User Name	Required only for CREATE action. Enter the user name in email format.
   System	Required. Name of the system as defined in NiCE CXone.
   Identifier Type	Required. One of the following: EXTENSION, AGENTID, UDI. For sites using fixed seating, define an extension. For sites using free seating, it is recommended to define agent ID. (Cisco telephony system only) For sites using a shared line, define a Unique Device Identifier (UDI). For Cisco UDI accounts, the value must be the Device Name (for Cisco Jabber) or the MAC Address (for a physical desk phone).
   Value	Required. Enter the extension number, agent ID, or UDI (Cisco shared line only) as defined in the system. Accepted input: 1 to 64 characters.
   Updated Value	Required only for the UPDATE action. Enter the new unique extension number, agent ID, or UDI (Cisco shared line only). Accepted input: 1 to 64 characters.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the recording accounts appear in the External Identifiers tab for the corresponding employees.

   • If the file upload fails, try uploading the file again.

Add Mobile Agents Mapping Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Systems > External Identifiers.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in NiCE CXone.

   Fields for mobile agents mapping

   Field	Details
   Action	Required. Select one of the following: CREATE, UPDATE, DELETE.
   System	Required. Name of the telephony system as defined in NiCE CXone.
   Local Device Number	Required. Local device number — enter up to 64 characters, must be letters, numbers, and @ # *.
   Remote Device Number	Required. Remote device number — enter up to 64 characters, must be letters, numbers, and @ # *.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the recording accounts appear in the Recording Accounts tab for the corresponding employees.

   • If the file upload fails, try uploading the file again.

Define Business Data for Real-Time Third Party Telephony Recording (Multi-ACD)

Business data fields from a customer's third party telephony system need to be defined manually in NiCE CXone.

1. Click the app selector and select Admin.

2. Go to Recording > Business Data.

3. Click New Field.

4. Enter the Business Data Name as used in the customer's third party telephony system. The business data name is not displayed in NiCE CXone.

5. Enter the Display Name, as it should appear in NiCE CXone. This field can be up to 128 characters.

6. Select a Field Type. The field type must match the field type in your third party telephony system.

   Define the Field Type as text if it will be used in a quality plan, or if you want the contents of the field to be searchable in the Interactions application.

   When the Field Type is text, the character limit for the business data value is 4000 characters.

7. Click Save.