Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
NICE support personnel for CXone Mpower can create a secondary tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. for you in a separate region. The secondary tenant is new, and you must set it up once it's created. This tenant allows your contact center to continue running in case of an emergency. If your primary tenant is unable to function, NICE can migrate your agents and calls to the secondary tenant. During migration, NICE applies the settings that you set up in the secondary tenant, including the settings for a template user. Because the secondary tenant is for emergencies, you should only apply the settings that are necessary for your employees to do their work. Keeping the tenant as simple as possible will help NICE migrate your employees more efficiently. For this reason, the secondary tenant will only support voice channels.
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NICE creates your secondary tenant.
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Log in to your secondary tenant through the global authentication page.
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In Admin, create a system login authenticator (LA) and a role for your agents. Only apply the settings and permissions that your agents will need to do their jobs.
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Create a template employee and assign the LA and role you created previously. NICE will apply this template to your agents during migration. Don't add your employee's accounts manually to the secondary tenant. If you do so, their accounts will be duplicated during the migration. You should only add the template employee account and a few accounts for necessary administrators and supervisors.
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In Studio, create at least one phone script.
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In ACD, create at least one skill and one point of contact. The point of contact needs to be associated with the Studio script you made previously.
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Apply ACD settings to the template user. Only apply the contact settings, skills, and routing attributes that your employees will need to do their jobs.
Use the Secondary Tenant
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In the event of an outage, contact NICE Support for CXone Mpower, and they will migrate your agents to the secondary tenant.
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Once the migration is complete, your agents will log into the new tenant on the global authentication page. They will log in with their normal username with a suffix attached to the end.
The format for the new username is username{suffix}@email.com. For example, if Charles Darnay's username is charles.darnay@classics.com, and if the suffix is .totc, then his username in the new tenant would be charles.darnay.totc@classics.com.
Your agents are prompted to create a new password upon entering their new username.
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After the emergency is over and your primary tenant is working properly, your agents can log in to your primary tenant with their original username and password.