Migrated Calls

Migrated Calls allows the customer to migrate historical call data from various sources into CXone. This simplifies data management by placing all calls in a single platform, enhances user experience, and decommissions on-premises infrastructure.

This feature is available if you have the Migrated Interactions Upload license, and Admin > Recording > Upload Migrated Interactions permissions.

Supported Environments

Migrated Calls supports data extraction from the following environments:

  • NICE Engage recording system

  • NICE Playback Portal Generic DB and NICE Engage DB

  • NICE Uptivity

  • Third-party recording systems, including: Verint, Genesys, Calabrio, Witness, Red Box and Avaya.

  • Additional vendors may be supported, requiring approval on a case-by-case basis, depending on the data (users, metadata, media) format available.

Importing Users

Users are imported in a three-step process:

  1. Exporting users from both the legacy system, and CXone.

  2. Merging users from the legacy system and CXone.

  3. Importing the merged list of users to CXone.

General Guidelines for Importing Users

  • All users require a valid email address.

  • Teams are not automatically synchronized with CXone. Teams are uploaded using the Bulk Employee Upload tool, found in the User Hub portal.

  • Only calls that contain a valid user in User Hub are imported into CXone.

Importing Users from NICE Engage

  • Only users who are defined as agents are extracted from NICE Engage, and imported to CXone. See Employees.

  • Dedicated users for basic and unmapped recordings are created in CXone. Interactions mapped to these users in Engage are associated with the corresponding users in CXone.

  • Users who are defined with multiple agent instances are imported into CXone as a single agent.

Migrating Metadata and Media

  • Metadata is migrated as JSON or ZIP archives of JSON.

  • Migrated metadata is converted to the appropriate CXone format.

  • Migrated interactions are marked with a unique CXone identifier.

  • All media files can be migrated in parallel, with no dependency between them.

  • All NICE Engage media files are migrated in their original format (NMF), and converted to MP4 upon request for playback or extraction.

  • Recordings are searchable under the Migrated Interactions tab, in the Interactions application.

  • Audio supported codecs: G.711 & G.729 (containers as WAV and MP4 NMF)

Importing Business Data

Migrated Calls imports up to 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values).

The Advanced Services Group (ASG) extracts the business data field names listed in the migrated recording system and transfers them to CXone. Once the business data field names are configured in CXone, ASG imports the data into CXone where it can be viewed in the Interactions application. For more information, see Business Data in the CXone online help.

Applications

Migrated Calls are searchable and playable from the Migrated Interactions tab, in the Interactions application. For more information, see Migrated Interaction: Search and Playback.

Not Supported

  • Migration of screen recordings and digital interactions.

  • Migration of QM data (Evaluations, Calibrations, Scores).

  • QM/IA processes for migrated data.

FAQs

These are the business data guidelines:

  • Up to a total of 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values).

  • Alphanumeric values are acceptable only in text fields.

  • The field length limits are:

    • For a display name field: 128 characters

    • For a name field: 38 characters

    • For a string value: between 1 and 4,000 characters

  • Numerical values must be four-byte integers.

Any user that is not defined as an agent in NICE Engage must be configured manually in the CXone User Hub with the relevant role and permissions. See Employees.

No. After migrating your NICE Engage data to CXone, you can decommission your NICE Engage system.

Yes. This should be done in coordination with Advanced Services.

Yes. Migrated Calls uploads data for both segments and complete calls.

Note that Playback for completed calls is currently not supported.

Migrated Calls supports NICE Engage release 6.7 and higher, and NICE Engage 7.x versions.

Views, Teams, Roles and Permissions can be configured for agents after they are imported with Migrated Calls.

Yes, you can send out multiple authentication emails in the Bulk Upload Portal. See Bulk Upload Records.