Set Up Inbound Voice

Complete each of these tasks in the order given.

Before you set up inbound voice ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, first contact your NICE CXone account representative to help you set up a DNIS for each inbound voice ACD skill.

Create a Campaign

Required permissionsCampaigns Create

If you've already created a campaignClosed A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsCampaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create an Inbound Voice ACD Skill

Required permissions: Skills Create and Skills Edit

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Phone Call and Inbound/Outbound to Inbound.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. Configure the remaining optional fields in the Skill Information section as needed.

  8. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
  9. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

  10. If your organization uses Enlighten AI Routing, use the Routing Configuration section to select an Evaluation Criteria:

  11. If you want to change the default service level settings for this ACD skill, modify the fields in the Service Level section.

  12. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.
    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

  13. Click Create.

Assign Users to the ACD Skill

Required permissionsSkills Edit, Skills User Assignment

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to edit.

  4. Click the Users tab.

  5. Select the checkbox for each user you want to assign to the skill. Click Add Users.
  6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

    If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Create an Inbound Phone Script

Required permissionsScripts Create

  1. In Studio, click File > New.
  2. In the Create New Script window, select the Phone icon. Verify that the Business Unit is correct and click OK.
  3. Add BEGIN and REQAGENT actions to the canvas and connect them. Inbound calls automatically route to the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge specified in the point of contact associated with this script. If you want to route to a different skill, change the value in the Skill property of the action.

  4. If you want to set up an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., add it here. You may need to contact your CXone Account Representative for guidance.
  5. If you configured screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in the skill, configure the screen pop content. You may need to contact your CXone Account Representative for guidance.
  6. You can customize the script with additional actions that you want to occur during call events, such as when the call begins, is transferred to another agent, or ends.

  7. Click File > Save.
  8. In the Save Script As... window, enter a name for the script, and click Save.

Create a Point of Contact

Required permissionsPoints of Contact Create

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsPoint of Contact.

  3. Click Create New and select Single Point of Contact.
  4. For the Media Type, select Phone Call.
  5. Enter a Name for the point of contact.
  6. From the Point of Contact drop-down, select the DNIS you configured earlier with NICE CXone that you want to reach this ACD skill.
  7. Select the ACD Skill you created earlier.
  8. Select the Script you created in Studio.
  9. If you want calls to this number to track IVR press paths for reporting, select IVR Reporting Enabled.
  10. Click Create Point of Contact.

Create a Do Not Call (DNC) Group

  1. Click the app selector and select ACD.

  2. Go to ListsDNC.

  3. Click Create New.

  4. Give the group a DNC Group Name and, if you want, a Description.

  5. Click Save.

Assign the ACD Skill to Do Not Call Groups

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click the ACD skill to open it.
  4. Click the Do Not Call tab.
  5. For Default Contributing DNC Group, select either Use Business Unit Setting or Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
  6. If you are working with a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply. Click Add.
  7. Click Save.

Customize Voice