Set Up Presence Sync for RingCentral and Unify Atos

Complete each of these tasks in the order given.

You can only map three RingCentral states: On Call, DND, and In Meeting.

Before You Begin

  • Map CXone Mpower to RingCentral and Atos to allow the platforms to share data.

  • Sync users between CXone Mpower and RingCentral and Atos.

Be sure your CXone Mpower administrator account and the access key user have the following permissions:

Register a Partner

  1. Contact CXone Mpower Support to initiate partner registration. Once the partner registration is initiated, log in to Tenant Management, and in the left navigation menu, the Presence Sync menu appears for you.

  2. Click Presence Sync.

  3. Enter the Sync Settings.

  4. Enter Email IDs of the administrators who will be receiving notifications of the Adapters connection status and click Add.

  5. Click Save.

  6. Enter the partner platform authentication details in the pop-up to validate the sync settings and click Save.

Map Users

  1. In CXone Mpower, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Tenants page, click the tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. for which you want to map the user accounts.

  4. In the User Mapping tab, click Auto Map Users.

  5. On the Add Users page, move the auto-mapped users in the table to indicate which you want to include.

  6. Click Add & Map Agents and then click Confirm.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

  1. Click the app selector icon of app selector and select Presence Sync.

  2. On the Tenants page, click the tenant for which you want to map the user accounts.

  3. Click the options icon and select Map User.

  4. In the Mapped User screen, click Remap.

  5. From the list of possible matches, select the appropriate user and click Map User.

  6. Click Confirm.

Create And Assign Rules

  1. In CXone Mpower, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Rule tab, click Create Rule.

  4. On the Rule tab, complete the rule settings. This includes mapping the ACD state to the corresponding state ID in RingCentral or Unify.

    Field

    Details
    Name Enter a name for the rule.

    Rule Type

    Select one of the following the rule types:

    Publisher: When the CXone Mpower ACD agent state changes, your Unify and RingCentral's agent state is updated to match the change. This is one-directional.

    Subscriber: When the agent state in RingCentral and Unify changes, the ACD's agent state is updated to match the change. This is one-directional.

    Bi-Directional: When the agent state changes on either platform, the agent state is updated on the other platform to match the change.
    ACD State

    Select one of your CXone Mpower ACD states.

    If you select Previous State, the agent's CXone Mpower state returns to the previous state it was in. This may be useful to automatically return an agent's state back to what it was before handling a call, for example. After the call, the agent's state would return to the same state before the call.
    External State Select the appropriate RingCentral and Unify state to map with the specified ACD State.

  5. To map more states in the rule, click Add Row and configure the states.

  6. Assign the rule to teams and optionally users:

    • Click Teams and move the teams in the table to indicate which you want to include.

    • Click Users and move the users in the table to indicate which you want to include.

  7. Click Confirm and then click Create.

Assign Existing Rules

  1. In CXone Mpower, click the app selector and select Others > Adapters.

  2. In the left navigation menu, click Tenants.

  3. On the Tenants page, click the tenant for which you want to assign rules to the users.

  4. In the User Mapping tab of Tenants screen, click the three vertical dots for the appropriate user and select Assign Rule.

  5. In the Assign Rule window, select User Assigned Rule or Team Assigned Rule and then select the rule name.

  6. Click Done and then click Save.