Manage a Multi-Region Business Continuity Plan (Business Continuity Plan) Tenant

If you have Multi-Region Business Continuity Plan (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 NiCE CXone system..

Switch to a Multi-Region BCP Tenant

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

These steps help you change to your Multi-Region BCP tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. This directs contactClosed The person interacting with an agent, IVR, or bot in your contact center. traffic to the Multi-Region 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 Multi-Region BCP tenant. If you don't have a passkey, contact your NiCE account representative. The passkey was generated when Multi-Region BCP was enabled.

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

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

  2. Click BCP Enablement in the left menu.

  3. Enable Enable/Disable BCP Tenant. A confirmation modal appears with the following message:

    You are switching the entire contact center backup to the primary tenant. Do you want to proceed?

  4. Click Yes to proceed.

    The system initiates the switch. Once enabled, the following message is displayed: All operations have switched to BCP tenant. BCP tenant enabled successfully. Once disabled, the following message is displayed: Primary tenant is now active. BCP tenant disabled successfully.

    When enabling or disabling a BCP tenant, simply confirm the action in the pop-up dialog instead of providing a passkey.

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 Multi-Region BCP tenant in either your primary or Multi-Region 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 Multi-Region Business Continuity Plan (Business Continuity Plan) was set up.

  5. Click Submit.

After NiCE CXone validates the passkey:

  • Your Multi-Region 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 Multi-Region BCP tenant. It also shows which tenant is active and which is disabled.

The login page showing the active tenant selector

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 Multi-Region 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 NiCE CXone, 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.

Login to a Production or Multi-Region BCPTenant

If your organization uses Multi-Region BCP and your user profile is configured with Multiple Access, you can choose whether to connect to your primary Production tenant or your secondary Multi-Region BCP tenant when logging in.

Prerequisites:

  • A valid NiCE CXone username and password (or single sign-on credentials).

  • Your user account must have Multi-Region BCP Type configured as Multiple Access.

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

  2. Enter your credentials on the Sign in to NiCE CXone page..

  3. Click Sign In. If your profile is configured with Multiple Access, the Select an environment to continue window appears.

  4. Review the environment cards and their real-time statuses:

    1. Production: Represents the primary production tenant. Displays the tenant identifier and current live state:

      1. Active: The primary environment is fully operational.

      2. Unavailable: The primary environment is currently out of service or disaster recovery is active.

    2. BCP (Business Continuity Process): Represents the secondary Business Continuity tenant. Displays the secondary tenant identifier and current live state:

      1. Available: The standby environment is reachable and ready.

      2. Active: Disaster recovery is currently active on the secondary tenant.

      The system automatically pre-selects the recommended operational environment. During normal operations, Production is selected by default. If a disaster recovery event is declared and Production is down, BCP is pre-selected automatically.

  5. If you want to connect to a different environment than the pre-selected one, click that environment's card.

  6. Click Proceed, or press Enter on your keyboard. You are logged into the selected tenant environment.