Manage Business Unit

Manage General Business Unit Settings

Required security profile permissions: External Business Unit Edit

Some general business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment settings are only editable by NICE CXone. If you want to make changes to business unit fields that are disabled for editing, contact your NICE CXone account representative.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.
  3. Click the business unit you want to modify to open it.

  4. In the Details tab, click Edit.

  5. Modify the Global Caller ID, Phone # Timeout, User Session Timeout, Use Facade Routing, and Permit Real User Monitoring settings as needed.

  6. If you want to change the business unit time zone, go to the International Formats section and select the Time Zone you want from the drop-down.
  7. To receive notifications when an agent in your business unit places an emergency call, such as a 911 call in the United States, scroll down to the Telecom Connectivity section and enter the email address in the Emergency Call Notification Email field.
  8. To specify a callback number, scroll to the Telecom Connectivity section and enter the number in the Emergency Call Default Callback Phone field. This number is used if an emergency call, such as 911 in the United States, is disconnected.

  9. To configure MAX's behavior upon launching, scroll to the Agent Settings section and select the MAX Launch Behavior in Browser drop-down. MAX can be configured to launch in a New Window or New Tab.

  10. Click Done.

Manage Business Unit Usage Limits

Required security profile permissions: External Business Unit Edit

From the Usage tab, you can modify the station, user, and concurrent agent limits and manage your port allocation.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.
  3. Click the business unit you want to modify to open it.

  4. Click the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify to open it.

  5. Click the Usage tab,

  6. Click Edit.
  7. Modify your Concurrent Port Limit, Simultaneous IVR Survey Callbacks, Outbound Port Limit, and Agentless Port Limit as needed.

  8. Modify your Station Limit, User Limit, and Concurrent Agent Limit as needed.

  9. Click Done.

Add Web Services

Required security profile permissions: External Business Unit Edit, Business Unit Web Services Create

  1. If you want to associate the web service with a partner, contact your NICE CXone account manager to set it up.
  2. Click the app selector and select ACD.
  3. Go to ACD ConfigurationBusiness Units.
  4. Click the business unit you want to modify to open it.

  5. Click the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify to open it.

  6. Click the Web Services tab.

  7. Click Add Web Service.
  8. Enter a descriptive Name for the web service and modify any of the default settings as needed to limit daily or concurrent calls, associate the web service with a partner, or change other settings.

  9. Click Create Web Service.

Enable File Types for Email Attachments in Agent

Required security profile permissions: External Business Unit Edit, Business Unit Acceptable File Extensions Create

You can specify the file extensions allowed as email attachments in the Agent application.

  1. Click the app selector and select ACD.
  2. Go to ACD ConfigurationBusiness Units.
  3. Click the business unit you want to modify and to open it.

  4. Click the Accepted Extensions tab.
  5. Enter the file extension in the Extension field, beginning with a period (.).

  6. Click Add.