Multi-ACD (Open)

CXone Mpower Multi-ACD (Open) lets you take advantage of CXone Mpower 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 Multi-ACD (Open):

  • In Tenant Management:

    • Set a license for Multi-ACD (Open) under the Recording application options. Choose Recordings from External Source - Multi-ACD (Open) or Side-by-Side Recording – Multi-ACD (Open).

    • Select at least one third-party telephony provider—Avaya, Cisco, or both.

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

Step 3: In CXone Mpower, 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 Mpower Recording options are available.

Multi-ACD (Open) supports the following:

  • Recording voice and screen interactions. There are various ways to record interactions.

    For screen recording the ScreenAgent RESOLVE_USER configuration parameter must be configured with the oslogin value.

  • Enriching recorded calls with metadata and business data fields.

  • Storing and managing recorded media.

  • Importing and managing information for employees and recording accounts.

  • Importing and managing device information (for extensions).

  • Using CXone Mpower applications for interactions from third-party telephony systems.

Supported Connectivity Options

An Avaya telephony system can include the following interface types:

The interfaces can be configured in an Avaya telephony system in one of the following ways:

  • TSAPI with DMCC only

  • TSAPI with SIPREC only

  • TSAPI with both SIPREC and DMCC

This solution only supports the SSCClosed Single Step Conference DMCC method, while the MRClosed Multiple Registration and SOClosed Service Observe methods are not supported.

You can use an outbound dialer with the Avaya telephony system. In this case, create an additional telephony system for each dialer interface—Avaya POM or Alvaria (Aspect).

Recording is officially recognized as compliant with Avaya Communication Manager 10.1.

A Cisco telephony system supports two configurations:

  • IP Phone-based Recording (BiB) requires any of these SBCs: Cisco CUBE/vCUBE, AudioCodes SBC, or Oracle (Acme Packet).

  • Network-based Recording (NBR) requires both Cisco CUBE/vCUBE and one of the additional SBCs: CUBE/vCUBE, AudioCodes SBC, or Oracle (Acme Packet).

The Cisco telephony system can include the following interface types:

  • CTI interface: Cisco JTAPI (mandatory)

  • CTI interface: Cisco CTI Server (optional; multiple interfaces may be included)

  • CTI interface: Cisco UCCX CTI (optional; multiple interfaces may be included)

  • Cisco CUBE Media Interface: Defining this interface is not required

  • The UCCE/UCCX outbound dialer can be used with the Cisco system without any additional configuration, as it is supported out-of-the-box.

The interfaces can be configured in a Cisco telephony system in one of the following ways:

  • JTAPI

  • JTAPI and one or more Cisco CTI Servers

  • JTAPI and one or more Cisco UCCX CTI Servers

Multi-ACD (Open) Recording is officially certified and recognized by Cisco as compliant with CUCM 14 and 15.

Supported Admin Applications

The following CXone Mpower Admin applications are supported in Multi-ACD (Open):

  • 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 Mpower applications are supported in Multi-ACD (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.

  • Quality Management for My Zone and Quality Planner

    A Quality Plan by skill or disposition cannot be generated for Multi-ACD (Open) users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • Interaction Analytics

    A single language is supported per tenant.

  • Performance Management

    No data is displayed in ACD-related widgets.

  • Reporting and Legacy Dashboard for Quality Management and recording-related data.

Using Multi-ACD (Open) Together With CXone Mpower ACD

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

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

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

FAQs

Log in to both CXone Mpower and Multi-ACD (Open) is not supported.

Yes. To use business data from a customer's third-party telephony system, define business data for Multi-ACD (Open).

Only SSC is supported.

An IPSec VPN is used for securing CTI events. SRTP and SIPS are used for securing the media.

TLS 1.2 is supported for Avaya third-party telephony system CTI secure communication .

Yes. You can use an Avaya POM or Alvaria (Aspect) dialer with an Avaya telephony system.

If an outbound dialer is used, create a separate dialer telephony system with a single dialer interface.

  • Analytics is supported only for stereo recordings. It is not supported for Avaya DMCC recording.

  • QM Advanced, and Interaction Analytics are not supported when DMCC is used for external calls.

Yes. Multi-ACD (Open) is fully redundant with seamless high availability across all solution components. Support for redundancy is seamless. Multi-ACD (Open) supports Multi-AZ with two AWS availability zones.

Currently Multi-ACD (Open) doesn't support real-time monitoring of voice and screen.

Multi-ACD (Open) uses interactions-based recording. Total recording is not supported.

  • For internal calls between multiple agents and at least two have screen recording:

    • Segment playback starts with the screen recording of the agent who performed After Call Work.

    • If there is no ACW, playback starts with the screen recording that has the earliest start recording timestamp. This might result in playback of a random agent screen recording.

  • For playback of a contact:

    • Playback starts with the recording that includes After Call Work or with the earliest start recording timestamp.

    • For subsequent segments, playback uses the recording of an agent who was present in the previous segment. If there is no such recording, playback takes the screen recording that has the earliest start recording timestamp. This might result in playback of a random agent screen recording.

Yes. You can use the Mask and Unmask APIs for Multi-ACD (Open).