Bulk Upload Records

You can add or update multiple records at a time, like teams or employees. You can do so by uploading a CSV file that contains all the necessary details. For example, if you re-arranged your team structure and hired new team leads, you could update your team details all at one time.

Key details about bulk uploading records:

To update an existing record, the username, team name, or skill ID in the CSV file must match what's in NiCE CXone exactly.
When updating a record, if a field is left blank, no change is made to the record.
You can remove data from optional fields in a record by entering [!***REMOVE***!] in the CSV file. For example, you could clear the Display Name for an agent, but not the Username. Leaving a field blank does not delete the existing data from that field.
You can download CSV templates from NiCE CXone. This speeds up the process and helps prevent formatting issues.

Bulk upload allows you to create and upload the following using CSV files:

Entity	Description
Employees	Employee data including name, email address, user name, mobile number
Teams	Team name and other details such as team lead, unavailable codes, and default team contact settings.
Team Assignment	Team name and the usernames of the employees assigned to the team
Devices	Engagement Hub (Multi-ACD/Open): Add communication devices to the third party telephony system.
Recording Accounts	Engagement Hub (Multi-ACD/Open): A recording account associates an agent with a telephony system by extension number or agent ID.
Mobile Agents Mapping	Engagement Hub (Multi-ACD/Open): Device mapping is required for integrating Cisco telephony to support mobile and remote agents.

Processing bulk record creation or change requests can impact the performance of your system. To reduce the impact, it is recommended that you:

Make your bulk upload updates outside of your normal business hours.
Limit your uploads to 1000 or fewer records per request. If this means uploading in batches, wait for one batch to finish processing before uploading the next.
Only click the submission button once, even if it takes time to respond.

Upload Records

Click the app selector and select Admin.
Click Bulk Upload Portal.
To upload employees, teams, or team assignment records, click Admin and then depending on the type of record you want to upload, click Employees, Teams, or Team Assignment.
Click Download Template and download the CSV template to your computer.
Open the file, fill in the details of the records to upload, and save the file. You can upload employee, team, or team assignment records.

You cannot update the employee Status when you bulk upload employee records. If you want to deactivate multiple employees at the same time, click Admin > Employees. Select the boxes beside each employee that you want to deactivate. Click Deactivate.
Click Browse For File and select the file you just saved. Alternatively, you can drag and drop files to upload.
Click Upload Files. When the upload is complete, you receive a notification in Notification Center (bell icon). Either the bulk upload is successful or there are errors. In either case, you can click the notification to display the Activity tab of the bulk upload portal, which lists the details of the various upload attempts.
If there are errors in your upload, click Review Errors to display the uploaded data in editable fields. The fields with erroneous values are marked in red and instructions to help you correct the values appear below each of these fields. Correct the errors and click Submit.

Optionally, on the Employees Upload Errors screen, click Download Errors to download a CSV file with only the erroneous records and the error details, correct the errors in the CSV file, and use the Upload Files option to retry uploading.

Download Existing Records

To examine the present data in the system, you can download a list of records for employees, teams, user-teams mapping, and user-skill mapping.

Click the app selector and select Admin.
Click Bulk Upload Portal.
In Upload, click the appropriate heading, such as Admin or ACD and then select the type of record to download, such as employees or teams.
Under the appropriate type of record, click Download Existing Records. The existing records in the system are downloaded to your computer in a CSV file. You will receive a notification when the download activity is complete.
Click the Activity tab to view your upload and download history. You can download recent files for up to 48 hours after the initial download by clicking Download.

Download and Edit Inactive Employee Records

You can download and edit inactive employee records along with your active and pending records. Inactive employee records are listed as Inactive in the Status column of the CSV file.

Click the app selector and select Admin.
Click Bulk Upload Portal.
On the Upload tab, click Employees.
Click Download All Users. The existing records in the system are downloaded to your computer in a CSV file. You will receive a notification when the download activity is complete.
Open the CSV file.
To activate employee records in bulk, change the records to Active in the Status column.
Upload the edited file in the Bulk Upload Portal.

Bulk Upload Employee Records

You can upload up to 1,000 employee records at a single time by using the Bulk Upload Portal UI or by using the Import Employees option.

Each new employee needs at least a Username, Email Address, First Name, Last Name, Role Name, and Team Name.

Click the app selector and select Admin.
Click Bulk Upload Portal.
Click Admin > Employees.
Click Download Template.

In the CSV template, enter the employee record details. Then save the file and return to the Bulk Upload Portal page in NiCE CXone.
If you created employee templates, it may be easier to assign the template in the Template field of the CSV file.

Learn more about fields in this step

Field	Details
Username	The username to assign to the employee. The username must be in the form of an email address, but it doesn't have to be a real email address. It can be different from the Email Address field. You can edit employee usernames by changing the value in this field. If the User ID field is incorrect, the employee's username won't update. The same limitations for editing usernames in the employee profile apply to editing them with bulk upload. This field is required.
First Name	The user's first name. Special characters are not accepted in this field, including, but not limited to: ! / < > ? % ". This field is required.
Last Name	The user's surname. Special characters are not accepted in this field, including, but not limited to: ! / < > ? % ". This field is required.
Email Address	A valid email address associated with the employee. NiCE CXone sends emails, like activation invitations and password resets, here. You can use the same email address for multiple employee profiles. If you have a list of allowed email domains, then the employee's email must have an allowed domain for the employee to be created. This field is required.
Mobile Number	The employee's mobile or cell phone number. This field is for your records only. NiCE CXone doesn't use this information.
Time Zone	The time zone allowed for dialing. By default, an employee's time zone is the same as the applicable tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. time zone and is automatically populated. You can edit the time zone if needed. The time zone must be in Internet Assigned Numbers Authority (IANA) format. For example, America/New York. If you don't select one, the user is assigned to time zone configured for your system.
Hire Date	The date you hired an employee. This field is for your records only. NiCE CXone doesn't use this information.
Rank	This field shows only if your system includes WFM. It determines the priority when creating a schedule.
Invite	For new employees, enter True to automatically send an activation email to the employee when the file upload completes. Enter False to manually invite the employee. If you enter True and the user is enabled with SSO, they are immediately activated. No verification email is necessary.
ACD Login ID	Enter the employee's ACD login ID here. This is a unique ID that lets an employee connect to a contact center. Important If your tenant is configured with a third-party ACD, ensure that the ACD Login ID is assigned here. This is necessary to map the agent state, monitor real-time adherence, and generate reports.
Role Name	The employee's role. This determines what the employee can do in NiCE CXone based on the role's assigned permissions. This field is required.
Team Name	Name of the team that you want the employee to be a part of. This field is required.
OS Login	OS Login represents the user's login details to their desktop operating system in the format Domain\UserName, for example, NICE\MyUser. The Recording Management (CXone) application requires OS Login information for screen recording to work on advanced configurations, such as, Engagement Hub (Multi-ACD/Open), multi-session environments, and more. The OS Login value for each employee profile must be unique. The OS Login value cannot be used for multiple employee profiles, even if some of the duplicate employee profiles are inactive. If multiple employee profiles have the same OS Login value, ScreenAgent will not run for any agent using that OS Login value.
MFA Secret	An MFA secret pairs the employee account in NiCE CXone with a hardware or virtual MFA device that employees use to generate a one-time password (OTP). NiCE CXone allows you to generate an MFA secret either manually or automatically. For more information, see MFA Secrets.
MFA Time Period	Enter a value between 15 and 300 seconds. It must be compatible with the virtual or hardware MFA device your employees use. For example, Google Authenticator only allows a value of 30 seconds.
External Identity	If you want to authenticate the employee using an external identity provider (IdP), enter their ID in the IdP. This is only required if the user is configured to use an external identity provider (IdP). The value you enter here depends on the IdP you use.
Can Be Coached Or Evaluated	Set to TRUE or FALSE. Allows the employee to be evaluated. You will be billed for QM for this employee. This attribute appears only if your system includes NiCE CXone Quality Management (CXone). This option is selected by default for new employee accounts. If you add QM to a system that has existing users, you must manually enable this setting for those users.
Can Be Scheduled	Set to TRUE or FALSE. Allows the employee to be scheduled. You will be billed for WFM for this employee. This attribute is visible only if your system includes WFM. This option is selected by default for new employees. If you add WFM to a system that has existing users, you must manually enable this setting for those users. Important Users who don't have this attribute selected won't appear in employee lists when creating weekly rules or shift templates. Removing this attribute from a user deletes that user from any weekly rules or shift templates to which the user is assigned.
Can Be Recorded	Set to TRUE or FALSE. Allows the employee's voice to be recorded. You will be billed for voice recording for this employee. This attribute is visible only if your system includes Recording Management (CXone) or Recording Management (CXone) Advanced. This option is selected by default for new employees. If you add Recording Management (CXone) or Recording Management (CXone) Advanced to a system that has existing users, you must manually enable this setting for those users.
Can Be Analyzed	Set to TRUE or FALSE. Allows the employee's recorded interactions to be analyzed by Interaction Analytics (CXone). You will be billed for Interaction Analytics (CXone) for this employee. This attribute appears only if your system includes Interaction Analytics (CXone). This option is not enabled by default for new employees.
Status	Whether the employee is currently active, inactive, or unregistered.
Virtual Agent Enabled	Set to TRUE or FALSE. When this attribute is selected, the employee profile is marked as a non-human profile. This attribute does not enable a virtual agent in Virtual Agent Hub. It appears only if your system includes Digital Experience (DX). This option is not enabled by default for new employees.
Virtual Agent Type	Set to Digital Bot, Digital Survey, or Off. If Virtual Agent Enabled is True, this field identifies the type of virtual agent for this employee profile.
Can View BI Reports	Set to TRUE or FALSE. Allows employees to open BI reports. Requires that the employee has individual BI Report permissions to access any BI reports. BI reports have no usage fee for up to 10% of either your concurrent or configured users, depending on your pricing model. Once the 10% threshold is passed, you will be billed for each additional employee with this checkbox selected. This attribute is not enabled by default for new or existing employees.
Can be Recorded Screen	Set to TRUE or FALSE. Allows the employee's screen to be recorded. You will be billed for screen recording for this employee. This attribute appears only if your system includes Recording Management (CXone) Advanced. This option is selected by default for new employees. If you add Recording Management (CXone) Advanced to a system that has existing users, you must manually enable this setting for those users. This attribute is necessary for enabling screen recording, screen monitoring, or both.
Middle Name	An optional middle name. Special characters are not accepted in this field, including, but not limited to: ! / < > ? % ".
Display Name	This field auto-populates from the First Name, Middle Name, and Last Name fields, but you can edit the display name as needed. Users from other teams can view the display name. They cannot view other information about the user unless they have the View Employee permission.
Type	Use Type to organize employees outside of their assigned Role or Team. Type allows you to organize employees for reporting purposes. This field makes reporting easier because types are not tied to permissions or unavailability codes.
Views	Enter the name of up to 10 views Users can see and navigate to the feature page from the menu and see the contents of the page. This is a foundation permission that may be included with higher-level permissions. to assign them to your employee. Separate each view with a comma.
Login Authenticator Name	The login authenticator you want to assign to the user. Each user must be assigned to one login authenticator.
User ID	This field is filled automatically when you download existing records. The User ID must be included to edit employee usernames with bulk upload.
Deactivate	This field allows you to deactivate user profiles. Enter True to deactivate the user. The default value is False.
Agent Integrations	TRUE or FALSE. Allows employees to see CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records in the customer card in Agent Workspace (Agent) Suite applications. The customer card displays CRM records related to the contact the employee is handling. This option is not enabled by default for new employees.
Digital Engagement	Set to TRUE or FALSE. Allows the employee to work on digital contacts. You will be billed for Digital Experience (DX) for this employee. This option is not enabled by default for new employees. This attribute appears only if your system includes Digital Experience (DX).
Customer Card	Set to TRUE or FALSE. Allows employees to access the customer card in Agent Workspace (Agent). This option is not enabled by default for new employees.
Can Edit BI Reports	Set to TRUE or FALSE. Allows employees to edit prebuilt BI reports. Requires that the employee has permissions to edit reports in Reporting. This attribute is not enabled by default for new or existing employees.
Has Smart Reach User Access	Set to TRUE or FALSE. Allows the employee to handle outbound Outbound Engagement (SmartReach) interactions for omnichannel campaigns. This attribute appears only if your system includes Outbound Engagement (SmartReach). This option is not enabled by default for new employees.
Has Smart Reach Agent Access	Set to TRUE or FALSE. The default is FALSE. This enables the employee to access Outbound Engagement (SmartReach) as an agent, if enabled for your tenant.
Performance Management Insights	Set to TRUE or FALSE. The default is FALSE. This enables the employee to access Performance Management Insights, if enabled for your tenant. It enables basic features like dashboards, integrations, and metrics. The default value is not selected for new users. If you add Performance Management Insights to a system with existing users, you must manually enable it for those users. Without this attribute, users won't access advanced tools and analytics. Removing it revokes access to related features and data.
Performance Management Act	Set to TRUE or FALSE. The default is FALSE. This enables the employee to access Performance Management Act, if enabled for your tenant. It provides advanced features like dashboards, gamification, and coaching tools. The default value is not selected for new users. If you add Performance Management Act to a system with existing users, you must manually enable it for those users. Without this attribute, users won't access gamification and coaching tools. Removing it revokes access to related features.
Data Collection Enabled	Set to TRUE or FALSE. The default is FALSE. If you have NiCE CXoneActions enabled, this allows the system to collect data.
BCP Type	This field is applies when you have Multi-Region Business Continuity Plan (Business Continuity Plan) enabled. Allows you to control the type of access the employee has to the Multi-Region BCP tenant. It also controls whether the employee account syncs to the Multi-Region BCP tenant. You can enter one of the following values: No Access: The user account does not have access to the Multi-Region BCP tenant. By default, all employees have no access. Single Access: The user account can only access whichever tenant is active. So, they can only log in to the Multi-Region BCP tenant when you've switched to the Multi-Region BCP tenant and it's active. Multiple Access: The user account can choose which tenant to log in to. This type of access should be given to administrators, who you want to be able to log in to the Multi-Region BCP tenant at any time. These users will have an updated login page. When logging in, a selector will let them choose between the primary and Multi-Region BCP tenant. This selector will also show which tenant is currently active. This will help them easily know whether the Multi-Region BCP tenant is active or not.

Supported Time Zones

The following time zones are supported for dialing.

Time Zone Name	IANA Value
Midway Island, Samoa	Pacific/Samoa
Hawaii	US/Hawaii
Alaska	America/Anchorage
Pacific Time (US & Canada)	America/Los_Angeles
Tijuana, Baja California	America/Tijuana
Arizona	US/Arizona
Chihuahua, La Paz, Mazatlan	America/Chihuahua
Mountain Time (US & Canada)	America/Denver
Central Time (US & Canada)	America/Chicago
Guadalajara, Mexico City, Monterrey	America/Mexico_City
Saskatchewan	Canada/Saskatchewan
Bogota, Lima, Quito, Rio Branco	America/Bogota
Eastern Time (US & Canada)	America/New_York
Indiana (East)	America/Indiana/Indianapolis
Atlantic Time (Canada)	America/Moncton
Caracas, La Paz	America/Caracas
Manaus	America/Manaus
Santiago	America/Santiago
Newfoundland	America/St_Johns
Brasilia	America/Fortaleza
Buenos Aires, Georgetown	America/Argentina/Buenos_Aires
Montevideo	America/Montevideo
Azores	Atlantic/Azores
Casablanca, Monrovia, Reykjavik	Africa/Casablanca
Greenwich Mean Time	Etc/GMT
Greenwich Mean Time: Dublin, Edinburgh, Lisbon, London	Europe/London
Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna	Europe/Amsterdam
Belgrade, Bratislava, Budapest, Ljubljana, Prague	Europe/Belgrade
Brussels, Copenhagen, Madrid, Paris	Europe/Brussels
Sarajevo, Skopje, Warsaw, Zagreb	Europe/Sarajevo
Amman	Asia/Amman
Athens, Bucharest, Istanbul	Europe/Athens
Beirut	Asia/Beirut
Cairo	Africa/Cairo
Harare, Pretoria	Africa/Harare
Helsinki, Kyiv, Riga, Sofia, Tallinn, Vilnius	Europe/Helsinki
Jerusalem	Asia/Jerusalem
Minsk	Europe/Minsk
Windhoek	Africa/Windhoek
Kuwait, Riyadh, Baghdad	Asia/Kuwait
Moscow, St. Petersburg, Volgograd	Europe/Moscow
Nairobi	Africa/Nairobi
Tbilisi	Asia/Tbilisi
Tehran	Asia/Tehran
Abu Dhabi, Muscat	Asia/Dubai
Baku	Asia/Baku
Yerevan	Asia/Yerevan
Kabul	Asia/Kabul
Yekaterinburg	Asia/Yekaterinburg
Islamabad, Karachi, Tashkent	Asia/Karachi
Chennai, Kolkata, Mumbai, New Delhi	Asia/Kolkata
Kathmandu	Asia/Kathmandu
Almaty, Novosibirsk	Asia/Almaty
Astana, Dhaka	Asia/Dhaka
Yangon (Rangoon)	Asia/Rangoon
Bangkok, Hanoi, Jakarta	Asia/Bangkok
Krasnoyarsk	Asia/Krasnoyarsk
Beijing, Chongqing, Hong Kong, Urumqi	Asia/Hong_Kong
Kuala Lumpur, Singapore	Asia/Kuala_Lumpur
Irkutsk, Ulaan Bataar	Asia/Irkutsk
Perth	Australia/Perth
Taipei	Asia/Taipei
Osaka, Sapporo, Tokyo	Asia/Tokyo
Seoul	Asia/Seoul
Yakutsk	Asia/Yakutsk
Adelaide	Australia/Adelaide
Darwin	Australia/Darwin
Brisbane	Australia/Brisbane
Canberra, Melbourne, Sydney	Australia/Sydney
Hobart	Australia/Hobart
Guam, Port Moresby	Pacific/Guam
Vladivostok	Asia/Vladivostok
Magadan, Solomon Is., New Caledonia	Asia/Magadan
Auckland, Wellington	Pacific/Auckland
Fiji, Kamchatka, Marshall Is.	Pacific/Fiji

Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

You can either go to the Activity tab to view the upload status or click the notification to display the Activity tab of the Bulk Upload Portal page. The Activity tab lists the details of the various upload attempts. If the file upload failed, try uploading the file again.

On the Bulk Upload Portal page, you can see the file upload progress on the Activity tab. You also receive a notification in Notification Center (bell icon) when the upload is complete, and you can click the notification to go to the Bulk Upload Portal if you've navigated away from it.

If the upload failed due to errors in the file records, click Review Errors to display the uploaded data in editable fields. Fields with erroneous values are marked in red and have instructions to help you correct the values. Once you do so, you can save the file and try to re-upload the pending records.

Another option is on the Employees Upload Errors page, where you can click Download Errors. The resulting CSV file contains only the incorrect records and error details. Correct the errors in the CSV file and use the Upload Files option to retry uploading.

Bulk Upload Team Records

Click the app selector and select Admin.
Click Bulk Upload Portal.
Click Admin > Teams.
Click Download Template.

In the CSV template, enter the team record details. Then save the file and return to the Bulk Upload Portal page in NiCE CXone.

Learn more about fields in this step

Field	Details
Team Name	Enter a name for the team.
Description	Enter a description of the team.
Team Lead	Enter the name of the Team Lead. Any active user can be the Team Lead. A single user can be the Team Lead for multiple teams.
inView Performance Management	Enables members of the team to use the Performance Management application. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
inView Gamification	If you enable Performance Management for this team, you can also enable Gamification. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
inView Chat Message	If you enable Performance Management for this team, you can also enable Chat Message. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
inView Coaching	If you enable Performance Management for this team, you can also enable Coaching. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Audio Recording	Enables members of the team to record voice conversations. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Screen Recording	Enables members of the team to record the screen during interactions. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Quality Management	Enables members of the team to use Quality Management (CXone). Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Quality Optimization	Enables members of the team to use features available with the Quality Optimization license. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
WFM Advanced	Enables members of the team to use features available with the WFM Advanced license. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
WFM Essentials	Enables members of the team to use features available with the WFM Essentials license. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Workload Manager	Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
WFO Essentials	Enables members of the team to use features available with the WFO Essentials license. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.
Division Name	Assigns the team and its members to a division Separate data securely between lines of business. Data can only be accessed from within the division it's part of.. Enter the name of the division to assign this team to. This option only applies if your system is configured for divisions. After a division assignment is made, you cannot change it.
WFO Advanced	Enables members of the team to use features available with the WFO Advanced license. Enter TRUE to enable this feature for the team. Enter FALSE to disable this feature for the team.

Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

You can either go to the Activity tab to view the upload status or click the notification to display the Activity tab of the Bulk Upload Portal page. The Activity tab lists the details of the various upload attempts. If the file upload failed, try uploading the file again.
For the newly assigned skills, change user proficiency.

Bulk Upload Team Assignment Records

Click the app selector and select Admin.
Click Bulk Upload Portal.
Click Admin > Team Assignments.
Click Download Template.
In the CSV template, enter the team names in the Team Name column and email IDs of the users to assign to the teams in the corresponding Assigned Users column cells. Use semicolons to separate multiple email IDs.
Click Browse For Files and select the file you just saved. Alternatively, you can drag and drop file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress. You also receive a notification in Notification Center (bell icon) when the upload is complete.

Bulk Upload Communication Devices

Click the app selector and select Admin.
Select Bulk Upload Portal.
Click Third Party Telephony > Devices.
Click Download Template.

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.
Telephony 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.

Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress.
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 more information about configuring third party connectivity, see Configure Third Party Telephony for Engagement Hub (Multi-ACD/Open).

Bulk Upload Recording Accounts

Click the app selector and select Admin.
Select Bulk Upload Portal.
Click Third Party Systems> External Identifier.
Click Download Template.

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 recording accounts 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.

Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress.
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.

For more information about configuring third party connectivity, see Configure Real-Time Third Party Telephony Recording (Multi-ACD).

Bulk Upload Mobile Agents Mapping

Only available for Cisco configuration with Real-Time Third Party Telephony Recording (Multi-ACD).

Click the app selector and select Admin.
Select Bulk Upload Portal.
Click Third Party Telephony > Recording Accounts.
Click Download Template.

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.
Telephony 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 @ # *.

Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.
Click Upload Files. The Bulk Upload Portal page displays file upload progress.
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.