Configure Third Party Telephony for CXone Multi-ACD (CXone Open)

If you have a license for CXone Multi-ACD and the required permissions, you can configure connections between CXone and an external telephony system. You can also edit and manage the device lists that are used to monitor communications devices in those telephony systems. You can then record calls from the managed devices in those systems.

With CXone Multi-ACD, you can configure the following third-party systems, depending on your license.

Manage Third-Party Telephony Systems

The recommended workflow is to first configure the new telephony system with its device groups and interfaces. Then add devices manually or by bulk upload.

1. Add a Telephony System

   Use the New Telephony System wizard. You can define device groups and interfaces in the wizard.

   You can add up to 10 device groups and 10 interfaces in the wizard. You can add more device groups and interfaces after system creation.

2. Optional: Create Device Groups

   If you are using Bulk Upload to add devices with a device group assignment, you need to add the device groups in the telephony system.

3. Add Interfaces

   Add interfaces to the telephony system.

   Adding and configuring interfaces can also be done after adding devices.

4. Add Communication Devices

   You can add devices manually or using bulk upload. Devices are configured with their extension number.

5. Configure Recording Accounts

   You can add recording accounts to an employee account manually or using bulk upload. A recording account associates an agent with a telephony system by extension number or agent ID.

6. Define the Business Data fields from the third-party telephony system.

After configuring the third-party telephony system, you can define recording policies. For a new tenant, the default recording policy records 100% of all voice calls.

Add a Telephony System

Create a separate telephony system for each telephony provider and outbound dialer.

1. Click the app selector and select Admin.

2. Go to Recording > Third Party Telephony.

3. Click New Telephony System.

4. Enter the System Name.

5. Select the system Type.

   • For a provider telephony system, select Avaya or Cisco.

   • For an outbound dialer system, select Alvaria or Avaya POM .

6. In the Description field, provide the details about the telephony system if needed.

7. Click Create.

After creating a telephony system, you can:

• Change the name and description of the telephony system—select Edit System from the Action menu. You cannot change the type of the telephony system.

• Upload and manage certificates for TLS CTI secure communication between CXone and the telephony system, when supported by the telephony system.

• Add device groups.

• Add devices.

• Add interfaces.

To delete a telephony system, select Delete System from the Action menu. The telephony system and all its devices, device groups, and interfaces are deleted.

Manage Certificates for Secure Communication

You can use TLS Transport Layer Security. A protocol that provides end-to-end security for data sent between applications. for secure communication between CXone and an Ayaya telephony system. When you verify the Tlink for the TSAPI interface:

• Make sure the Tlink value for the server name is set as secured.

• Generate and export the relevant certificate.

Upload the certificate after creating the telephony system in CXone. Make sure that the public certificate is not password-protected.

Manage Device Groups

You can add and edit device groups in an existing telephony system.

To create a device group:

1. Select the Devices tab.

2. Click + New Device Group.

3. Enter a name for the device group.

4. Select the Type of device group.

   • Monitored: Devices assigned to the device group can be recorded and monitored.

   • Rejected: Devices assigned to the device group will not be recorded or monitored.

     This option is mainly used for outbound dialers, for the long call part.

     In a Cisco telephony system, this is the only available device group type.

5. Click Create.

To edit the name of an existing device group, select Edit Group in the device group's Actions menu. You cannot change the type of device group after creation.

To delete an existing device group, select Delete Group in the device group's Actions menu. All the device group assignments to devices and interfaces are removed.

Manage Interfaces

Add the CTI interface and media interfaces to the telephony system.

If an outbound dialer is used with the system, create and configure the dialer interface in a separate dialer telephony system.

1. Select the Interfaces tab.

2. Click + New Interface.

3. Enter a name for the interface and select its type. The list of available interface types varies according to the type of system.

4. (Optional) Assign the interface to one or more device groups. You can select one device group from each device group type.

5. Configure interface settings. The parameters vary according to the type of interface:

   • Avaya telephony system interfaces

   • Cisco telephony system interfaces

   • Outbound dialer interfaces

   Before you start interface configuration make sure that you have the Excel file that was submitted after preparing the telephony environment. This file contains values for many of the required parameters.

6. Click Save.

To update the configuration of an existing interface, select Edit Interface in the interface's Actions menu.

• You cannot change the interface type.

• Saving changes disconnects and then reconnects the interface with the updated settings. Any calls and recordings in progress on the interface will be disconnected when you save changes.

To delete an existing interface, select Delete Interface in the interface's Actions menu. Calls on the deleted interface will not be recorded.

Interface Settings for Avaya Telephony System

Interface Settings for Cisco Telephony System

Interface Settings for Outbound Dialers

Create a separate telephony system for each outbound dialer.

Manage Devices

You can add communication devices to the telephony system manually or using bulk upload.

Add Devices Manually

1. Select the Devices tab.

2. Click + New Device.

3. Enter the extension for the device.

4. Assign the device to one or more device groups.

   You can select one device group from each device group type.

5. Click Create.

To update the configuration of an existing device, select Edit Device in the device's Actions menu. You can change the device group assignment. You cannot change the device extension number.

To delete an existing device, select Delete Device in the device's Actions menu. Calls to the device will not be recorded.

Add Devices Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Telephony > Devices.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

   Fields for device upload

   Field	Details
   Action	Required. One of the following: CREATE, UPDATE, DELETE.
   Telephony System	Required. Name of the telephony system as defined in CXone.
   Device Type	Required. Must be EXTENSION.
   Device Number	Required. Device number—enter 1 to 64 characters.
   UDI	Optional. Unique device identifier—enter 1 to 64 characters.
   Monitored Group	Optional. Name of assigned monitored device group as defined in the telephony system in CXone.
   Rejected Group	Optional. Name of assigned rejected device group as defined in the telephony system in CXone.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the devices appear in the Devices tab for the corresponding telephony system.

   • If the file upload fails, try uploading the file again.

For additional information, see Bulk Upload Records

Configure Expert Parameters

Only internal NICE CXone users can configure expert parameters for an existing third-party telephony system and its interfaces. Contact your NICE CXone representative for assistance.

Expert parameters include advanced telephony parameters, such as, timeouts, retry duration, log level, and so on.

The Impersonate & Configure type of tenant impersonation is required to configure expert parameters.

Manage Recording Accounts

You can add up to 10 recording accounts to an employee account manually or using bulk upload. A recording account associates an agent with a telephony system by extension number, agent ID, or UDI (Cisco shared line only).

For additional information, see:

• Set Up Employees

• Bulk Upload Records

Add Recording Accounts Manually

1. Go to Admin > Employees.

2. Select an existing employee's account or select Create Employee.

3. Select the Recording Accounts tab.

4. Configure recording accounts:

   1. To add a recording account, click New Account.

   2. Select the Telephony System the recording account is assigned to.

   3. Select the Account Type:

      • For sites using fixed seating, select Extension.

      • For sites using free seating, it is recommended to select Agent ID.

      • (Cisco telephony system only) For sites using a shared line, select UDI (Unique Device Identifier).

   4. In the Value field, enter a unique value per system for the recording account.

Add Recording Accounts Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Telephony > Recording Accounts.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

   Fields for recording accounts upload

   Field	Details
   Action	Required. One of the following: CREATE, UPDATE, DELETE.
   User Name	Required only for CREATE action. Enter the user name in email format.
   Telephony System	Required. Name of the telephony system as defined in CXone.
   Account Type	Required. One of the following: EXTENSION, AGENTID, UDI. For sites using fixed seating, define an extension. For sites using free seating, it is recommended to define agent ID. (Cisco telephony system only) For sites using a shared line, define a Unique Device Identifier (UDI).
   Value	Required.  Extension number, agent ID, or UDI (Cisco shared line only) defined in the telephony system—enter 1 to 64 characters.
   Updated Value	Required only for UPDATE action. Enter a new unique extension number, agent ID, or UDI (Cisco shared line only)—1 to 64 characters.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the recording accounts appear in the Recording Accounts tab for the corresponding employees.

   • If the file upload fails, try uploading the file again.

Add Mobile Agents Mapping Using Bulk Upload

1. Click the app selector and select Admin.

2. Select Bulk Upload Portal.

3. Click Third Party Telephony > Recording Accounts.

4. Click Download Template.

5. In the CSV template, enter details for each device. Save the file and return to the Bulk Upload Portal page in CXone.

   Fields for mobile agents mapping

   Field	Details
   Action	Required. Select one of the following: CREATE, UPDATE, DELETE.
   Telephony System	Required. Name of the telephony system as defined in CXone.
   Local Device Number	Required. Local device number — enter up to 64 characters, must be letters, numbers, and @ # *.
   Remote Device Number	Required. Remote device number — enter up to 64 characters, must be letters, numbers, and @ # *.

6. Click Browse For Files and select the file you just saved. Alternatively, drag and drop the file to upload.

7. Click Upload Files. The Bulk Upload Portal page displays file upload progress.

8. Go to the Activity tab to view the upload status. The Activity tab lists the details of the various upload attempts.

   • If the file upload succeeds, the recording accounts appear in the Recording Accounts tab for the corresponding employees.

   • If the file upload fails, try uploading the file again.

Define Business Data for CXone Multi-ACD

Business data fields from a customer's third-party telephony system need to be defined manually in CXone.

1. Click the app selector and select Admin.

2. Go to Recording > Business Data.

3. Click New Field.

4. Enter the Business Data Name as used in the customer's third-party telephony system. The business data name is not displayed in CXone.

5. Enter the Display Name, as it should appear in CXone. This field can be up to 128 characters.

6. Select a Field Type. The field type must match the field type in your third party system.

   Define the Field Type as text if it will be used in a quality plan, or if you want the contents of the field to be searchable in the Interactions application.

   When the Field Type is text, the character limit for the business data value is 4000 characters.

7. Click Save.