CXone Attendant Administration

CXone Attendant is a virtual attendant that provides call forwarding and a corporate directory with the ability to search for employees by name, extension, or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. CXone Attendant has an Out of Office feature that allows users to set their status to Out of Office and have their calls forwarded to a designated backup user while they're away. Additionally, CXone Attendant is a voicemail management tool. Voicemail is an optional feature that not all organizations will have.

When your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment has been enabled for CXone Attendant, you can grant access and configure settings on a per-user basis. You can also grant access and make configuration settings to multiple users at once.

You can use Automatic Speech Recognition (ASR) functionality within CXone Attendant. This allows a caller to say the name, spell the name, or say the extension to reach the desired party.

CXone Attendant User Types

Anyone in your organization who needs to use or be included in any CXone Attendant features must have a CXone employee profile and be given access to CXone Attendant. This includes people who do not use CXone for their job. Without CXone Attendant access, a person cannot: 

• Be listed in the corporate directory.
• Have a personal queue for received calls.
• Set an Out of Office status with a backup user who receives calls in their absence.
• Use CXone Attendant for voicemail (if your organization is configured for CXone Attendant with voicemail).

If there are people in your organization who need to use CXone Attendant but do not use CXone, you must create a employee profile for them before you can grant them access to CXone Attendant. Non-agent employees can use the CXone Attendant application even though it is launched through the CXone platform—it will be the only application available to them through the platform.

CXone Attendant offers several different user types that you can assign depending on the individual needs of each user. The user types vary based on job function (for example, agent and non-agent employees) and in how CXone Attendant transfers calls. All user types can be added to the corporate directory, can be reached directly at their assigned extensions or DID, and can designate a backup user. If your organization uses voicemail, all user types provide the same access to voicemail.

CXone Attendant User Type	Description	CXone Role
Agent	Contact center agents. CXone Attendant uses the user's CXone agent ID to transfer calls to the agent.	None needed
Business User	Users that are not agents, such as other employees in the organization. Calls route to the 10-digit phone number provided in the user's CXone Attendant configuration.	CXone Attendant only
Rollover agent	Rollover agents are contact center agents configured with a secondary phone number that CXone Attendant uses as a backup number. Calls route to the agent 's CXone agent ID first before transferring to the rollover agent's secondary number. This option works well for users who answer agent phone calls but aren't logged into the system all the time due to other job responsibilities.	None needed
General Voicemail	A standalone voicemail box where callers can leave messages when they do not have a specific person or extension to reach.	CXone Attendant only

Backup Users

A backup user is a named individual that CXone Attendant forwards calls to when the primary user is unavailable, such as when they're logged out of the system or busy with an active contact. Backup users must be configured CXone Attendant users. You can configure CXone Attendant users with default backup users, but they can override the default setting when they change their status to Out of Office.

Voicemail Management

Voicemail is available in CXone Attendant only if your organization has purchased a license for the feature. With CXone Attendant voicemail, users can:

• Customize their voicemail greetings.
• Choose how they receive notifications about new messages.
• Delete voicemail messages completely.
• Export voice messages to their own email addresses.
• Forward voice messages to other users' CXone Attendant accounts.

• Find voice messages on the Messages tab by sorting and filtering through the column headings.

CXone Attendant voicemail messages are included as billable storage on the platform. Currently, voicemail is not a supported file type that can be moved to both short-term and long-term cloud storage.

All settings related to voicemail are consolidated into a single location within CXone. You can find the newly added Voicemail Management section on both the Business Unit's CXone Attendant tab and the Users’ CXone Attendant tab. This makes it easier for you to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Voicemail Access Options

All user types have the same options to access their voicemails:

Option	Details
CXone Attendant application	Access to the CXone Attendant application must be enabled both in your tenant and in the user's user profile.
By Phone	User uses the PIN configured in the CXone Attendant tab in their ACD user profile. Requires that your organization has set up phone access to voicemail.
By Email	User receives each voicemail as an audio attachment to an email message in the email account configured in their employeeprofile. The CXone Attendant notification type must be set to Email with Attachment .

User Impersonation

Administrators can access other users' CXone Attendant accounts with the Impersonate User feature. For example, if users forget to set their status to Out of Office, administrators can impersonate them to change their status on their behalf. All impersonations require the administrator to supply a reason for the impersonation and are logged for auditing purposes.