Manage Business Unit

For any fields on the Business Unit tab that are not covered on this page, see the table on the Business Units help page.

Manage General Business Unit Settings

Some general business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment settings are only editable by NICE CXone. If you want to make changes to business unit fields that are disabled for editing, contact your NICE CXone account representative.

Screenshot of the Business Unit Information and Internation Formats sections of the business unit Details tab
  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.

  3. In the Details tab, click Edit.

  4. Modify the Agent Phone # Timeout, and Use Facade Routing settings as needed.

    Field

    Details
    Global Caller ID

    Only editable by your account manager. The default caller ID phone number a contact sees when an agent calls from the tenant.

    In the United States, to comply with regulations from the TRACED act, this field must contain a valid phone number that belongs to you.
    Phone # Timeout

    The default number of seconds the ACD stays connected to an agent who is not actively handling a phone contact. The default setting is 30 seconds. The allowed range is 1–86,400 seconds (which is 0-24 hours).

    Long timeouts can increase long distance charges on your account. If you are using a PSTN for an additional agent leg, increasing the timeout would increase metered, billable usage. If you use Softphone [VoIP], SIP over MPLS, or similar, rather than PSTN, then there generally isn't billable, metered usage. In this case, there are typically impacts on network bandwidth consumption.

    Also, increasing the phone number timeout my reduce call refusals, which is useful if there is a call delivery delay due to factors like intermittent connectivity issues. By extending the timeout, calls will be auto-linked to agents when the agent leg is connected. These calls will be auto-linked even if you have the Integrated Softphone Auto-Accept permission disabled.
    Use Facade Routing

    Routes traffic from CXone applications like MAX or Studio through the CXone API façade. If disabled, your traffic routes through legacy endpoints instead. Contact your CXone Account Representative if you have questions about the facade.

    Permit Real User Monitoring

    Not editable. Allows NICE CXone Support to collect data about user performance from your CXone system. This will make troubleshooting easier and quicker. When you enable Real User Monitoring, the system will log 5% of agent sessions by default. NICE CXone Support can change this percentage by editing the value of RUM% [Internal Admin].

    You may need to allow app.datadoghq.com in your connectivity infrastructure to allow Real User Monitoring to function. Contact your CXone Account Representative for more information.
    Default Contact Expiration The time in days, hours, and minutes that it takes for a contactClosed The person interacting with an agent, IVR, or bot in your contact center. to expire on its own. After you set this default, it is applied automatically to new skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. You have to edit the contact expiration for existing skills manually on the ACD Skills page.
  5. If you want to change the business unit Time Zone, contact your NICE CXone account representative.
  6. To receive notifications when an agent in your business unit places an emergency call, such as a 911 call in the United States, scroll down to the Telecom Connectivity section and enter the email address in the Emergency Call Notification Email field.

  7. To specify a callback number, scroll to the Telecom Connectivity section and enter the number in the Emergency Call Default Callback Phone field. This number is used if an emergency call, such as 911 in the United States, is disconnected.

  8. To configure the CXone Agent or MAX behavior upon launching, scroll to the Agent Settings section and select the CXA/MAX Launch Behavior in Browser drop-down. The agent applicationcan be configured to launch in a New Window or New Tab.

  9. Click Done.

Enable File Types for Email Attachments in Agent

You can specify the file extensions allowed as email attachments in emails sent using legacy CXone email in the MAX and Salesforce Agent applications. This feature does not affect which attachments are supported in Digital Experience email, which is the only email type supported in the new CXone Agent applications.

Screenshot of the business unit Accepted Extensions tab

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.
  3. Click the Accepted Extensions tab.

  4. Enter the file extension in the Extension field, beginning with a period (.).

  5. Click Add.

Configure Script Locking

Permissions required: ACD > Contact Settings > Scripts > Edit

Script locking prevents multiple Studio users from making changes to the same script and causing issues with one save overwriting the other.

The Scripts section of the business unit Details tab in the CXone ACD application, showing the Max Script History field, which is required.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.

  3. On the Details tab, click Edit.

  4. Select Allow Script Locking.

  5. Select the Default Behavior that you want Studio to do when a script is opened.

    Field Details
    Lock On Open Studio automatically locks scripts when they're opened. When a user opens a script, the icon next to the script name changes to a lock and the script appears on the Locked tab. A locked script is in edit mode only for the user who opened the script.

    Read Only On Open

    Studio opens scripts in read-only mode. The script canvas is gray instead of white. To edit the script, users must lock it.

  6. Click Done.