Manage Business Unit

Manage General Business Unit Settings

Some general tenant settings are only editable by NICE CXone. If you want to make changes to tenant fields that are disabled for editing, contact your NICE CXone account representative.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.
  3. In the Details tab, click Edit.

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

  5. If you want to change the tenant Time Zone, contact your NICE CXone account representative.
  6. To receive notifications when an agent in your tenant 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 MAX behavior upon launching, scroll to the Agent Settings section and select the MAX Launch Behavior in Browser drop-down. MAX can 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 the Agent application.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness 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 users from making changes to the same script and causing issues with one save overwriting the other.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness 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.

  6. Click Done.

Configure the Number of Script Versions Kept in History

Permissions required: ACD > Contact Settings > Scripts > Edit

Studio keeps previous versions of all scripts. You can configure how many versions of a script are kept for each script. This determines how far back you can go if you need to revert to a previous version of script. A new version is created each time the script is saved. A script's save history is available on the ACDScripts page and on the Browse tab in Desktop Studio. In CXone Studio, you can view a script's history from the canvas workspace.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.
  3. On the Details tab, click Edit.

  4. In the Max Script History field under Scripts, enter the maximum number of versions of each script that you want to keep.

  5. Click Done.