CXone Multi-ACD (CXone Open)

CXone Multi-ACD 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 Multi-ACD:

  • In Tenant Management:

    • Set a license for CXone Multi-ACD under the CXone Recording application options. Choose Recordings from External Source - CXone Open or Side-by-Side Recording – CXone 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, 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 Multi-ACD supports the following:

  • Recording voice and screen interactions. There are various Ways to Record Interactions.

  • 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 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).

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

A Cisco telephony system supports two configurations:

  • IP Phone-based Recording (BiB) through Cisco CUBE SBC

  • Network-based Recording (NBR) through Cisco CUBE and AudioCodes SBC

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)

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

  • The UCCE 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

CXone Multi-ACD Recording is officially certified and recognized by Cisco as compliant with CUCM 14.

Supported Admin Applications

The following CXone Admin applications are supported in CXone Multi-ACD:

  • 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 Multi-ACD:

  • 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 for MyZone and Quality Planner

    A Quality Plan by skill or disposition cannot be generated for CXone Multi-ACD 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 Dashboard for Quality Management and recording-related data.

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

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

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

In order to ensure an optimum user experience for CXone Multi-ACD users, it is recommended that administrators set up specific roles for CXone Multi-ACD users. These roles should include only the applications supported by CXone Multi-ACD. 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 Multi-ACD users. CXone Multi-ACD users must have a recording account defined in the CXone Admin Employees application.

FAQs

Login to both CXone and CXone Multi-ACD is not supported.

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

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.

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

Yes. CXone Multi-ACD is fully redundant with seamless high availability across all solution components. support for redundancy is seamless. CXone Multi-ACD supports Multi-AZ with two AWS availability zones.

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

CXone Multi-ACD 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 CXone Multi-ACD.