Manage a Business Continuity Plan Tenant

If you have Business Continuity Plan set up, this page helps you switch between the two tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Switch to a BCP Tenant

Required Permission: BCP > BCP Tenant Enablement > BCP Tenant Enable > Edit

These steps help you change to your BCP tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. This directs contactClosed The person interacting with an agent, IVR, or bot in your contact center. traffic to the BCP tenant so your agents can continue handling interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

You must have the passkey to enable the BCP tenant. If you don't have a passkey, contact your NiCE Account Representative. The passkey was generated when BCP was enabled.

You can switch to a BCP tenant from either your primary or BCP tenant.

  1. Click the app selector icon of app selector and select Admin.

  2. Click BC Enablement in the left menu.

  3. Enable Enable/Disable BCP Tenant.

  4. Enter the passkey that was generated when Business Continuity Plan was set up.

  5. Click Submit.

After CXone Mpower validates the passkey:

  • Your BCP tenant is enabled

  • Traffic routes to the secondary tenant
  • Users must log out and log back in
  • When logging in, users are automatically logged in to the BCP tenant

Revert to a Primary Tenant

Required Permission: BCP > BCP Tenant Enablement > BCP Tenant Enable > Edit

These steps help you revert back to your primary tenant. This directs contact traffic back to the primary tenant, where your agents can continue handling contacts.

You must have the passkey to revert to the primary tenant. If you don't have a passkey, contact your NiCE Account Representative.

You can disable the BCP tenant in either your primary or BCP tenant's settings.

  1. Click the app selector icon of app selector and select Admin.

  2. Click BC Enablement in the left menu.

  3. Disable Enable/Disable BCP Tenant.

  4. Enter the passkey that was generated when Business Continuity Plan was set up.

  5. Click Submit.

After CXone Mpower validates the passkey:

  • Your BCP tenant is disabled

  • Traffic routes back to the primary tenant
  • Users must log out and log back in
  • When logging in, users are automatically logged in to the primary tenant

Check Which Tenant is Active

There are several ways users can check which tenant is active. The options depend on the level of access the user has.

Check on Login Page

Administrators with Multiple Access assigned as their BCP Type can check which tenant is active on the login page. These users have a selector on the login page that lets them log in to either the primary or BCP tenant. It also shows which tenant is active and which is disabled.

Check in My Profile

During an emergency situation, any user can check which tenant is active. This may be useful since users are automatically redirected to the BCP tenant when logging in and may not notice. Each user's profile information shows which tenant they're logged into. The name of the tenant should indicate which one is active. For example, the tenant name could be Classics Inc. BCP, or Classics Inc. Backup.

  1. In CXone Mpower, click your profile icon in the top-right corner.

  2. Select My Profile.

  3. Look at the Account name in the General Information section. This is the tenant's name, which should indicate whether it's a backup system.