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.

When deploying CXone Multi-ACD side by side with CXone ACD, the ACD application must also be configured.

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

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

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.

In an Avaya system, the following monitored device groups should be configured: 

  • For the TSAPI interface, configure a monitored device group for physical phone extensions

  • For a DMCC interface, configure a monitored device group for Virtual Extensions (DMCC stations).

A 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)

Defining a Cisco CUBE media interface is not required.

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

In a Cisco system, you can assign a Rejected device group to a JTAPI interface. There is no need to assign any device group to a Cisco CTI Server interface.

If an outbound dialerClosed A service that automatically calls a list of customers is used with an Avaya telephony system, create a separate dialer telephony system with a single dialer interface. You can create the following systems:

  • Alvaria (Aspect)

  • Avaya POM

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

Use the wizard to configure a new telephony system in CXone with up to 10 device groups and 10 interfaces.

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

Options displayed depend on your Multi-ACD license definitions.

  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. Click Next.

  6. Add device groups. This step is optional. You can click Next without adding a device group.

    1. Enter the Group Name.

    2. 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.

    3. To add more device groups, click Add Device Group, and enter name and type. You can add up to 10 device groups.

    4. Click Next.

  7. Add interfaces.

    A Cisco telephony system is created by default with a JTAPI interface and a CTI Server interface. You can add and remove Cisco CTI Server interfaces.

    Outbound dialer systems can only contain a single dialer interface.

    1. Enter the Interface Name and select the Type.

    2. To add interfaces to a telephony system, click Add Interface, and enter name and type. You can add up to 10 interfaces.

    3. Click Done.

  8. Complete the configuration of the interfaces that you added. See Manage Interfaces.

After creating a telephony system, you can:

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 TLSClosed 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.

  1. Select the telephony system from the list of available systems.

  2. Choose Edit System from the Action menu.

  3. To upload a certificate:

    1. Click Upload.

    2. In the file selection window, choose the required .cer file and click Open.

    After the certificate is uploaded, the name of the certificate file is displayed.

  4. To replace the existing certificate with a different one:

    1. Click Upload.

    2. In the file selection window, choose the required .cer file and click Open.

    After the new certificate is uploaded, the current certificate is removed and the name of the new certificate file is displayed.

  5. Save changes you made to the certificate settings.

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:

    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

The values for these parameters can be found in the TSAPI tab of the Excel file that was submitted after preparing the Avaya environment.

Parameter

Description

Default

SERVER NAME

TLink value. The value is case sensitive and cannot contain spaces.

  

AVAYA IP ADDRESS

IP address of the AES server.

 

LOGIN ID

Login name.

  

PASSWORD

Password for the login name.

  

USE WARM STANDBY

Whether the warm standby feature is enabled.

If you select True, the Secondary Server Name, Secondary Login, and Secondary Password parameters appear, and you must enter values for them.

False

SECONDARY SERVER NAME

TLink value for secondary server. The value is case sensitive and cannot contain spaces.

  

SECONDARY IP ADDRESS

IP address of the secondary server.

 

SECONDARY LOGIN ID

Login name for the secondary server.

  

SECONDARY PASSWORD

Password for the secondary login name.

  

MAX LEN OF INTERNAL DEVICE

The maximum length (that is, the maximum number of digits) in an internal device. The maximum value allowed is 40.

6

USE PHYSICAL EXTENSION

Whether the driver sends the CTI information based on the physical device.

When set to False, the driver sends the CTI information based on the line (regardless of the physical device).

False

The values for these parameters can be found in the DMCC tab of the Excel file that was submitted after preparing the Avaya environment.

Parameter

Description

Default

SYMBOLIC NAME

 The name of the CM to connect to.  

PRIMARY AES SERVER ADDRESS

 IP address of the Avaya Application Enablement Server (AES).  

PRIMARY AES DMCC PORT

 DMCC port to connect to on the AES (0-65536). If Primary AES Secured Connection is set to false, default is 4721. Otherwise default is 4722.

PRIMARY AES USER NAME

 User name to connect to AES. The name can be up to 32 characters. You can use uppercase and lowercase letters, numbers, dashes (-), and underscores (_).  

PRIMARY AES PASSWORD

 Password to connect to AES.

 
PRIMARY AES SECURED CONNECTION Whether the AES connection is TSL/SSL secured. The port number must be set accordingly. False
USE AES WARM STANDBY FEATURE

Whether a secondary connection is supported. When set to True, if the primary AES is unavailable, it will try to connect to the secondary server.

If you select True, the secondary connection parameters appear, and you must enter values for them.

False

SECONDARY AES SERVER ADDRESS

 IP address of the secondary server.  
SECONDARY AES USER NAME User name to connect to the secondary server.  

SECONDARY AES PASSWORD

Password to connect to the secondary server.  

DEVICE PASSWORD

 Password used for each configured device during registration.

1234
CODEC

Bitmask for the codecs that you want to use:

G711A - 1; G711U - 2; G729 - 4; G729A - 8; G723 - 16

 4 (G729)
ENCRYPTION ALGORITHM

Bitmask for the encryption algorithm used for the connection:

AES_128_Counter - 1; No encryption - 2; AES_128_HMAC - 4

 2 (No encryption)

The values for these parameters can be found in the SIPREC tab of the Excel file that was submitted after preparing the Avaya environment.

Parameter

Description

Default

SBC VENDOR

Values are Acme (Oracle), AudioCodes, or Sonus (Ribbon).

  

IDENTIFY PARTICIPANT

Participants can be external (customer) or internal (agent). Identification of participants is based on participant domains.

By domain

DOMAINS

Configure domains that identify external and internal participants. Enter at least one domain URL or IP address for an internal participant and for an external participant. You can add up to 10 domains for each.

  

Interface Settings for Cisco Telephony System

The values for these parameters can be found in the JTAPI tab of the Excel file that was submitted after preparing the Cisco environment. You cannot remove the JTAPI interface from the telephony system.

Parameter

Description

Default

CUCM APPLICATION USER ID

The CUCM application user ID as configured in the CUCM.

  

CUCM APPLICATION USER PASSWORD

 The password for the CUCM application user.

 

CTI MANAGER SERVICE SERVER IP

The IP addresses of the servers running the CTI Manager service.

You can enter up to 6 IP addresses. Add a comma as a delimiter between each IP address.

  

The values for these parameters can be found in the Cisco CTI Server tab of the Excel file that was submitted after preparing the Cisco environment.

Parameter

Description

Default

CTI SERVER A IP ADDRESS

IP address of CTI Server A.

  

CTI SERVER A PORT

 Port number of CTI Server A.

 

CTI SERVER B IP ADDRESS

IP address of the CTI Server B.

  

CTI SERVER B PORT

 Port number of CTI Server B. If you entered an IP address for CTI server B, you must enter a port.  
LINK IS SECONDARY The Cisco UCCE CTI server is always used as a secondary link. You cannot change the value. Yes

Interface Settings for Outbound Dialers

Create a separate telephony system for each outbound dialer.

The values for these parameters can be found in the ASPECT tab of the Excel file that was submitted after preparing the Avaya environment.

Parameter

Description

Default

SERVER ADDRESS

 IP address of the Alvaria server.  

PORT

 The port ID of the Alvaria server (1-65535).

15160

PROTOCOL VERSION

 Protocol version using format x.y. 1.2

COMMAND VERSION

 Command version using format x.y.

2.0

SECONDARY SERVER ADDRESS

 IP address of the secondary Alvaria server.  

SECONDARY PORT

 The port ID of the secondary Alvaria server (1-65535). If you entered a secondary server address, you must enter a secondary port. 15160
START CALL EVENT

When there is a start call event, CXone starts recording if the selected value matches the StartCallEventName field defined for the CTI interface in the Alvaria Aspect dialer.

 StartCall
STOP CALL EVENT

When there is a stop call event, CXone stops recording if the selected value matches the StopCallEventName field defined for the CTI interface in the Alvaria Aspect dialer.

 StopCall

The values for these parameters can be found in the POM tab of the Excel file that was submitted after preparing the Avaya environment.

Parameter

Description

Default

SERVER ADDRESS

 IP address of the Avaya POM server.  

PORT

 The Avaya POM WFO port ID (1-65535). 7999

USER NAME

 The Avaya POM server name. The name cannot contain spaces.  

PASSWORD

 The Avaya POM server password.

 
ZONE

The Avaya POM server zone, if used.

  

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.

    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.

Before you begin, create a json file with the required system parameter settings.

  1. Click the app selector and select Admin.

  2. Go to Recording > Third Party Telephony.

  3. Select the telephony system from the list of available systems.

  4. Choose Edit System from the Action menu.

  5. In the Expert tab, click Upload File.

  6. In the file selection window, choose the required .json file and click Open.

    The file contents appear in the view area.

  7. Save changes.

Before you begin, create a json file with the required interface parameter settings.

  1. Click the app selector and select Admin.

  2. Go to Recording > Third Party Telephony.

  3. Select the telephony system from the list of available systems.

  4. Select the interface to configure.

  5. In the Expert Configuration field, click Upload File.

  6. In the file selection window, choose the required .json file and click Open.

    The file contents appear in the view area.

  7. Save changes.

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:

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.

    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.

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.