Service notifications are SMS or email messages that let you know when releases will be deployed in your CXone contact center environment. To receive these, you must sign up for them. There are four types of software releases: (1) major release, (2) cumulative update, (3) pipeline update, and (4) hotfix.
The deployment dates provided in your service notifications are not guaranteed. If your service date is postponed, you will be notified immediately. If your service date is rescheduled, you will receive notice at least two days in advance of the new date.
Major Release
A major release is a large feature-based release that occurs four times per year and includes one or more of the following:
- Major new features
- Architecture changes
- New marketing naming or branding
- Data migration requirements
Some features are enabled after deployment. They may not be available immediately if they haven't been turned on at the time of the release. If you have questions about the feature enablement process, contact your CXone Account Representative.
When a major release occurs, you receive the following notifications:
| When Notification Occurs | Notification Email |
|---|---|
| At least 30 days prior to deployment | Link to Coming Soon |
| One week prior to deployment | New major release; includes a link to release notes |
| Just before start of deployment and at the end of deployment | Maintenance start and stop |
Cumulative Update
A cumulative update is a maintenance release that includes fixed issues and generally occurs between major releases.
When a cumulative update occurs, you receive the following notification:
| When Notification Occurs | Notification Email |
|---|---|
| *One week prior to deployment | New update is coming; includes a link to release notes |
*You only receive notice of a cumulative update if it will cause impact during the maintenance window, if your experience will change, if a product you have will be affected, or if you're required to take action as a result of the update. The notification arrives one week before the deployment; however, you may receive as little as 24 hours of notice if emergency maintenance is required. If MAX is affected, you receive notice one week in advance. The release notes include an appended list of fixed issues.
Pipeline Update
A pipeline update is a release that includes fixed issues. They generally occur every three weeks.
When a pipeline update occurs, you receive the following notification:
| When Notification Occurs | Notification Email |
|---|---|
| *One week prior to deployment | New update is coming |
*You only receive notice of a pipeline update if it will cause impact during the maintenance window, if your experience will change, or if you're required to take action as a result of the update. The notification arrives one week before the deployment; however, you may receive as little as 24 hours of notice if emergency maintenance is required. The release notes include an appended list of fixed issues.
Hotfix
A hotfix is a small maintenance release that occurs as needed and includes the following:
- Software update for critical severity issue
- Released as soon as available
When a hotfix occurs, you receive the following notification:
| When Notification Occurs | Notification Email |
|---|---|
| *One week prior to deployment | *New update is coming; includes a link to release notes |
*You only receive notice of a hotfix if the update will cause impact during the maintenance window, if your experience will change, if MAX is affected, or if you are required to take action as a result of the update. The notification arrives one week before the deployment; however, you may receive as little as 24 hours of notice if emergency maintenance is required. If MAX is affected, you receive notice one week in advance. The release notes include an appended list of fixed issues.
Enable Release Notifications
You can sign up for release notifications in the NICE CXone Customer Community. If you don't have an account in the NICE CXone Customer Community, register for one.
- In the NICE CXone Customer Community, go to Account Management > Account Management Center.
- Click Manage My Notifications.
- In the Notification Management window, check your Notification Profile Status. If it's Disabled, click Enable. Set your preferred Notification Time Zone.
- On the Devices tab, click Add Device. Select whether the notification is going to a Primary Email, Secondary Email, or SMS Phone. Enter your email address or phone number. Add more email addresses or SMS phone numbers as needed.
- On the Notification Groups tab, use the checkboxes to select the notifications you want to receive at each email address and SMS phone number you provided.
- Click Save Changes.