Sync Users for Presence Sync

To facilitate user state synchronization, you must also sync users between your external platform and NiCE CXone. This maps NiCE CXone users to their correlating user accounts in the external platform. Depending on which platform you want to sync with NiCE CXone, you can sync users manually or automatically; RingCentral lets you automatically sync users.

Map Users Manually

Required Permissions: Adapters > User Mapping Map

If Auto Sync cannot map a user's account between the two platforms, you can map them manually.

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

  2. Click Presence Sync.

  3. If you have multiple registered tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system., select the tenant you want to work with.

  4. Click the USER MAPPING tab.

  5. Locate the user who is not mapped. The Status column shows mapped and unmapped users.

  6. Click the three dots icon and select Map User. The user's details open.

  7. Click Map User.

  8. In the search bar, enter the user's name as it exists in the external platform.

  9. Click Map User.

Auto Sync Users with RingCentral

Required Permissions: Adapters > User Mapping Map

If you use RingCentral, you can automatically sync users between NiCE CXone and RingCentral. Auto Sync searches for matching email addresses between the two systems and links the accounts. Auto Sync skips any users who do not have the User Mapping Map permission enabled in their role.

If there are no matches or multiple matches, the NiCE CXone user is marked as unmapped. In this case, Auto Sync attempts the mapping one more time. You can see which users are unmapped in the User Mapping tab. The Status column indicates whether they're successfully mapped or not. If Auto Sync cannot map users, you can do so manually.

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

  2. Click Presence Sync.

  3. If you have multiple registered tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system., select your desired tenant.

  4. Click Auto Syncing and set up the schedule and frequency.

    Field

    Details
    Sync Frequency Select a frequency for auto synchronizing the users.

    Sync Day

    This field is applicable only when sync frequency is weekly. Select the day of the week you want Auto Sync to run.
    Sync Time Select the time of the day you want Auto Sync to run.
    Sync Time Zone Select the time zone according to which you want Auto Sync to run.
    Email Notification Members Add email IDs of the people you want to notify about the status of Auto Sync. Enter commas between multiple email addresses.
    Apply Team Assigned Rule Select the teams you want the rule to apply to.

  5. Click Save.