CXone Multi-ACD (CXone Open)

CXone Multi-ACD (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.

Step 1: Prepare your site. Review supported deployments and implement guidelines for your site's environment.

Step 2: Prerequisites for working with CXone Open:

  • In Tenant Management, set a license for CXone Open under the CXone Recording application options. Choose Recordings from External Source - CXone Open or Side-by-Side Recording – CXone Open.

  • Under Recording Permissions, turn on the Third Party Telephony Configuration permission.

Step 3: In CXone, configure connectivity to your third-party telephony system.

For recording third-party telephony calls, your telephony systems need to be configured to allow:

After deployment, all CXone Recording options are available.

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.

An Avaya POM or Alvaria (Aspect) dialerClosed A service that automatically calls a list of customers can be used with an Avaya telephony system.

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:

  • InteractionsSkills 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 or 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.

Using CXone Multi-ACD (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.