CXone Open

CXone Open lets you take advantage of CXone cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on premise.

CXone Open enables out-of-the-box connectivity to your third-party telephony system. For recording third-party telephony calls, your telephony systems need to be configured to allow:

Edge connectivity
Capturing CTI An acronym for Computer Telephony Integration - any technology that allows interactions on both computer(s) and phone(s) to be integrated. events
Media streaming

CXone Open supports the following:

Recording voice and screen interactions.
Attaching metadata and business data fields to calls.
Storing and managing recorded media.
Importing and managing employee and recording account information.
Importing and managing device information.
Using CXone applications for interactions from third party telephony systems.

Supported Connectivity Options

CTI connectivity options for connecting Avaya to CXone include:

Avaya TSAPI
Avaya SIPREC - for capturing external calls
Avaya DMCC - for capturing internal and external complex calls (mono only)

Avaya TSAPI with SIPREC is required for capturing voice calls.

A combination of Avaya SIPREC and DMCC is also supported. CXone Open supports SSC active recording for DMCC.

For information about site preparation, see Avaya TSAPI with DMCC, Avaya TSAPI with SIPREC, or Avaya TSAPI with SIPREC and DMCC.

Supported Admin Applications

The following CXone Admin applications are supported in CXone Open:

CXone Recording apps: Third Party Telephony, Recording Policies, and Business Data.
Admin apps: Employees, Teams, and Groups.
Security Settings.
Cloud Storage.
Bulk Upload Portal.

Supported Business Applications

The following CXone applications are supported in CXone Open:

Interactions: Skills and dispositions are not displayed in the search results. When a contact includes stereo recordings and mono recordings, the playback of the entire contact will be mono.
CXone Quality Management: My Zone and Quality Planner. A Quality Plan by skill/disposition cannot be generated in CXone for CXone Open users. You can create a Quality Plan according to a business data field if the skill is populated into that field.
Interaction Analytics: Single language support per tenant.
Performance Management: No data is displayed in ACD-related widgets.
Reporting and Dashboard: For Quality Management and recording-related data.

Supported Deployments

This table lists supported combinations of media interfaces, including Session Border Controller (SBC) interfaces and dialers A service that automatically calls a list of customers.

Communication manager version	Interface	Recording Method	SBC Interface (Mandatory)	Dialer interface (Optional)	Link to Topic
8.1.3	TSAPI 8.1.3	SIPREC	Oracle (Acme Packet) SBC 9.2	Alvaria (Aspect) 7.4	Avaya TSAPI with SIPREC
8.1.3	TSAPI 8.1.3	SIPREC	Ribbon (Sonus) SBC 10.1		Avaya TSAPI with SIPREC
10.1	TSAPI 10.1	SIPREC	Oracle (Acme Packet) SBC 9.2	Alvaria (Aspect) 7.4	Avaya TSAPI with SIPREC
10.1	TSAPI 10.1	SIPREC	Ribbon (Sonus) SBC 10.1		Avaya TSAPI with SIPREC
8.1.3	TSAPI 8.1.3	DMCC 8.1.3		One of the following: Alvaria (Aspect) 7.4 Avaya POM 4.0.2	Avaya TSAPI with DMCC
10.1	TSAPI 10.1	DMCC 10.1		One of the following: Alvaria (Aspect) 7.4 Avaya POM 4.0.2	Avaya TSAPI with DMCC
8.1.3	TSAPI 8.1.3	SIPREC DMCC 8.1.3	Oracle (Acme Packet) SBC 9.2	One of the following: Alvaria (Aspect) 7.4 Avaya POM 4.0.2	Avaya TSAPI with SIPREC and DMCC
8.1.3	TSAPI 8.1.3	SIPREC DMCC 8.1.3	Ribbon (Sonus) SBC 10.1	Avaya POM 4.0.2	Avaya TSAPI with SIPREC and DMCC
10.1	TSAPI 10.1	SIPREC DMCC 10.1	Oracle (Acme Packet) SBC 9.2	One of the following: Alvaria (Aspect) 7.4 Avaya POM 4.0.2	Avaya TSAPI with SIPREC and DMCC
10.1	TSAPI 10.1	SIPREC DMCC 10.1	Ribbon (Sonus) SBC 10.1	One of the following: Alvaria (Aspect) 7.4 Avaya POM 4.0.2	Avaya TSAPI with SIPREC and DMCC

After deployment, all CXone Recording options are available.

Configure CTI connectivity in CXone.

Tenant Management for CXone Open

To work with CXone Open, configure CXone Recording options in Tenant Management.

Using CXone Open and CXone ACD

When you deploy CXone Open third party telephony side-by-side with CXone ACD, all applications are enabled for the tenant based on the purchased licenses.

However, CXone Open users can use only those applications that are supported for CXone Open, including CXone Recording, CXone Quality Management, Interaction Analytics, and Performance Management. If CXone Open users are assigned roles that include applications that are not supported by CXone Open, they can access the application, but no data is available.

In order to ensure an optimum user experience for CXone Open users, it is recommended that admins set up specific roles for CXone Open users. These roles should include only the applications supported by CXone Open. It is recommended that the names of these roles include Open to distinguish them from general CXone roles. Only these roles should be assigned to CXone Open users. CXone Open users must have a defined recording account.

Recording Permissions for CXone Open

Connectivity configuration for third party telephony is a permission-based CXone admin application. See Recording Permissions for CXone Open.