Enabling Multi- ACD Engagement Hub

Engagement Hub (Multi‑ACD) Copilot lets you use Copilot for Agents on voice interactions handled by third‑party telephony platforms such as Avaya and Cisco. CXone Recording captures the calls in real time, routes them through Engagement Hub, and applies Real Time AI Policies to decide when and how Copilot should assist agents.

Engagement Hub (Multi‑ACD) Copilot relies on the following components:

• Third‑Party Telephony (Avaya / Cisco): These platforms handle call routing outside of CXone and are the source of the voice interactions that Engagement Hub processes.

• CXone Recording: This service connects to the third‑party telephony system to capture live audio and interaction metadata such as, agent, team, and call direction in real time.

• Engagement Hub (Multi‑ ACD): This layer normalizes interactions from multiple ACDs so they can be processed consistently by downstream applications, including Copilot.

• Real Time AI Policies: These policies define when Copilot should start and specify which Transcription and Copilot for Agents profile to apply for a matching interaction.

  • Transcription Profiles: These profiles determine how call audio is converted into real‑time text, including engine selection, language, and participant settings.

  • Agent Copilot Profiles: These profiles control what Copilot can do during the call and what guidance or suggestions it provides to the agent in the desktop UI.

Prerequisites

To enable multi- ACD engagement hub support for Copilot for Agents make sure that:

• You have Admin access in CXone.

• CXone Recording is enabled.

• Your tenant is configured as an external tenant for third‑party telephony.

• Complete the required telephony setup for your vendor by configuring the Avaya or Cisco environment for real‑time third‑party telephony recording.

• Required licenses are available:

  • Copilot for Agents

  • Engagement Hub (Multi‑ACD)

How to Enable Multi-ACD Engagement Hub

1. Verify real‑time recording by placing a test voice call from the Avaya or Cisco environment and confirm the following,

   • The interaction appears in the list: Use Interactions: Search and Playback to verify that the interaction is visible in the interactions list. While reviewing the results, inspect the available metadata columns (such as Agent, Team, and Call Direction) based on your tenant’s configuration.

   • The audio is recorded: From Interactions: Search and Playback, open the interaction and play back the recording to confirm that audio was successfully captured.

   • The Agent, Team, and Call Direction at the contact level: Use the Contact History Report to verify that Agent, Team, and Call Direction are correctly populated for the specific contact.

   • Recording coverage during the test window: Use the Recording Activity Report to confirm which interactions were recorded during the test time frame and to validate overall recording behavior.

2. Create a transcription profile. For detailed instructions, see Transcription Hub.

3. Create Copilot for Agents Profiles.

4. Configure Real Time AI Policy.

   1. Go to Admin > Recording > Real Time AI Policies.

   2. Click New Policy. The app displays the policy creation form, where you define the settings and scope for a new real‑time AI policy.

   3. Select the required profiles:

      • Agent Copilot Profile

      • Transcription Profile

5. Define the policy filters by specifying one or more of the following:

   • Teams or Users

   • Call Direction (Inbound or Outbound)

6. Click Save to apply the policy.

Validate Real‑Time Copilot and Transcription Guidance

1. Sign in to CXone Mpower as an agent targeted by the Real‑Time AI policy.

2. Place a test voice call from the Avaya or Cisco environment.

3. Confirm that real‑time transcription is visible during the interaction.

4. Confirm that Copilot guidance appears while the interaction is in progress.