Set Up Advanced Directory Sync

Before You Begin

Before creating a directory, you must create apps if you intend to use Microsoft Teams or Zoom. No app creation is necessary for RingCentral or Unify (Atos). For help with this, contact your CXone Account Representative. If you want to sync phone numbers with specific prefixes or other formatting requirements, you must create an agent pattern set so that Advanced Directory Sync will translate the phone numbers correctly.

You must also map your partner applications to CXone before creating a directory so that they can share information. App creation is needed prior to mapping accounts because you will use details from app creation while mapping accounts.

To perform the set up tasks for Advanced Directory Sync, you must have the following security permissions:

Create Directory

The first screen you see when you start creating a new directory.

  1. Click the app selector and select Adapters.

  2. Click Directory Sync > Create Directory.

  3. Enter a Name and select a Primary Platform from the drop-down. If you would like, you can enter a Secondary Platform from the drop-down too. This will populate the User Details and Phone Details fields.

  4. Configure the User Details as needed. Select which field you want to be used from the partner platform, and then select which platform the directory should use. The following fields display to the agent in their directory: (other fields are used for filtering)

    • First Name
    • Last Name
    • Email
    • Phone Numbers
    • Department
    • Job Title

    For example, select First Name and then MSTeams. The directory will sync the First Name value from Microsoft Teams.

    The Primary Platform, Secondary Platform, and fields that you select will be the same across directories.

  5. Configure Phone Details as needed.

    • Select which type of phone number to be used from the partner platform then select which platform the directory should use. For example, select Business Phone and then MSTeams. The directory will sync the Business Phone value from Microsoft Teams.
    • If there are multiple phone numbers of the same type, you can select a value from the Array drop-down to rank the phone numbers.

    • You can enable Phone Number Translation. If the partner platform phone numbers have any format requirements, such as specific prefixes, you can create agent pattern sets. Once you've enabled Phone Number Translation, if you have created agent pattern sets, you can select the dialing pattern from the drop-down.

  6. Click Next.

  7. Configure the Filter Settings by using the drop-downs: Select Attribute, Platform, and Filter Value. Then select whether you want the attribute to be included or excluded. For example, select Department, MSTeams, and then enter Sales, Billing. Select Include to include Sales and Billing departments from Microsoft Teams in the directory.

    The Filter Settings page in Create Directory steps.

  8. Click Next.

  9. Use the Assign Agents drop-down to pick Users, Teams, or All Agents. This will determine which agents have access to the directory. Once you select a team or agent, your choice shows in the Selected tab to the right.

    The Assign to Agents page in Create Directory steps.

  10. Click Save & Activate.

    You can create a maximum of five directories.