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:
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Edge connectivity
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Capturing CTI
An acronym for Computer Telephony Integration - any technology that allows interactions on both computer(s) and phone(s) to be integrated. events
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Media streaming
CXone Open supports the following:
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Recording voice and screen interactions.
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Attaching metadata and business data fields to calls.
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Storing and managing recorded media.
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Importing and managing employee and recording account information.
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Importing and managing device information.
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Using CXone applications for interactions from third party telephony systems.
Supported Connectivity Options
CTI connectivity options for connecting Avaya to CXone include:
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Avaya TSAPI
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Avaya SIPREC - for capturing external calls
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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:
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CXone Recording apps: Third Party Telephony, Recording Policies, and Business Data.
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Admin apps: Employees, Teams, and Groups.
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Security Settings.
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Cloud Storage.
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Bulk Upload Portal.
Supported Business Applications
The following CXone applications are supported in CXone Open:
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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.
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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.
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Interaction Analytics: Single language support per tenant.
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Performance Management: No data is displayed in ACD-related widgets.
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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 |
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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 |
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Avaya TSAPI with SIPREC |
8.1.3 | TSAPI 8.1.3 | DMCC 8.1.3 |
One of the following:
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10.1 | TSAPI 10.1 | DMCC 10.1 |
One of the following:
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8.1.3 | TSAPI 8.1.3 |
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Oracle (Acme Packet) SBC 9.2 |
One of the following:
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Avaya TSAPI with SIPREC and DMCC |
8.1.3 | TSAPI 8.1.3 |
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Ribbon (Sonus) SBC 10.1 |
Avaya POM 4.0.2 |
Avaya TSAPI with SIPREC and DMCC |
10.1 | TSAPI 10.1 |
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Oracle (Acme Packet) SBC 9.2 |
One of the following:
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Avaya TSAPI with SIPREC and DMCC |
10.1 | TSAPI 10.1 |
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Ribbon (Sonus) SBC 10.1 |
One of the following:
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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.
FAQs

Login to both CXone and CXone Open is not supported.

Business data fields in a third-party telephony system need to be redefined manually in CXone in the Business Data application under Recording.

Only SSC is supported.

VPN is used for securing CTI events. SRTP is used for securing the media.

Yes, the following dialers are supported:
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Avaya POM
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Alvaria (Aspect)

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Analytics is supported only for stereo recordings, meaning only external calls will be supported and only when SIPREC is being used.
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CXone QM Premium, CXone QM Advanced, and Interaction Analytics are not supported when DMCC is used for external calls.

CXone Open support for redundancy is seamless. CXone Open supports two AWS availability zones with active-standby redundancy for the CTI connectivity.

Currently CXone Open doesn't support real-time monitoring of voice and screen.

Total recording is not supported. Telephony systems are now more robust. Together with CXone Open enhanced resiliency for its CTI components, they provide the required stability for interactions-based recording. Because of lower risk due to improved stability for the CTI services, large financial organizations are already moving from total recording to interactions-based recording to reduce costs.