CXone Agent for ACS for Administrators

You can integrate CXone Agent with your own ACS resource in Azure. ACS (Azure Communication Services) uses the same platform that powers Microsoft Teams. With this integration, your agents can use all the features of CXone Agent and have similar call controls as Microsoft Teams. After you integrate, your agents can log in to CXone Agent applications with their Microsoft Teams email ID. After you integrate, agents can log in to CXone Agent for ACS in the Voice Preference window of their CXA application.

Before you begin, you need:

• An active Azure account.

• A Microsoft Teams phone license.

• A Microsoft Teams tenant with administrative privileges.

• A deployed Microsoft Communication Service resource.

Set Up CXone Agent for ACS

Retrieve Data from Azure

You need to retrieve data from Azure before you can set up CXone Agent for ACS. You'll need to input this data in CXone in the next section.

1. Log in to your Microsoft Azure account.

2. Retrieve your Microsoft Tenant ID.

   1. Go to Home > Microsoft Entra ID.

   2. Click the Overview tab.

   3. Copy and paste the value for Tenant ID to a secure location.

3. Retrieve your Microsoft Connection String.

   1. Go to Home > Azure Communication Services.

   2. Select your ACS resource.

   3. Go to Settings > Keys.

   4. Locate the Connection String field under the Primary Key section.

   5. Copy and paste the value for Connection String to a secure location.

4. Retrieve your Microsoft Client ID and Secret.

   1. Go to Home > Microsoft Entra ID.

   2. Click App Registrations.

   3. Click New Registration.

   4. Enter a display name for your registration.

   5. Click Register.

   6. Select the registration that you just created.

   7. Under Essentials, copy the Application (client) ID field and paste it to a secure location.

   8. Click Add a certificate or secret.

   9. Click the Client secrets tab.

   10. Click New client secret.

   11. In the Add a client secret window, enter a Description for the client secret.

   12. In the Expires drop-down, select a time that you would like your client secret to expire.

   13. Click Add.

   14. Click the Client secrets tab.

   15. Copy and paste the Value for your client secret.

Set Up the Integration in CXone

Required Permissions: ACS Onboarding Configuration, View, Create, Edit

You'll input the data you retrieve from Azure into CXone.

1. In CXone, click the app selector and select Agent Integrations > ACS Onboarding.

2. In the Tenant ID field, enter your Microsoft Tenant ID. If you don't know your Microsoft Tenant ID, see the previous section.

3. In the Connection String field, enter your Microsoft Connection String. If you don't know your Microsoft Connection String, see the previous section.

4. In the Application (Client) ID field, enter your Microsoft Client ID. If you don't know your Microsoft Client ID, see the previous section.

5. In the Application (Client) Secret field, enter your Microsoft Client Secret. If you don't know your Microsoft Client Secret, see the previous section.

6. Click Save.

7. Toggle on the Connect using Microsoft ACS permission. This permission allows agents to log in to CXA for ACS.

8. Test the integration by logging into CXone Agent with your Microsoft Teams email ID.

9. Let your agents know to log in to CXone Agent with their Microsoft Teams email ID.

Set Up Call Recording in CXone Agent for ACS

You can set up call recording in CXA for ACS. After completing the following steps, calls in CXA for ACS will be recorded in CXone RecordingTo set this up, you need to enable call recording in employee records. You will need to enable the following attributes:

• Can Be Recorded (Screen)

• Can Be Recorded (Voice)

You will also need a recording policy.