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 Configuration > Business Units.

3. In the Details tab, click Edit.

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

   Learn more about fields in this step

   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 contact 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 skills 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 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 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 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 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.

   Learn more about fields in this step)

   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.

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 Configuration > Business 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.