Manage Stations

Create a Station

Required permissions: Station Profiles Create, Stations Create

Image of station creation page.

  1. If you haven't already done so, create a station profile to specify the session timeout associated with the new station:

    1. Click the app selector and select ACD.

    2. Go to ACD Settings > Station Profiles.

    3. Click Create New.
    4. In Station Timeout, enter the number of seconds you want CXone to wait before logging an inactive agent out of the station. For example, if you want CXone to automatically log the agent out after 5 minutes of inactivity, enter 300 seconds.
    5. Enter a Profile Name that reflects the chosen timeout. For example, you could call the profile 5 Minutes.
    6. Click Create Station Profile.

  2. Click the app selector and select ACD.

  3. Go to ACD Settings > Stations.

  4. Click Create New > Single Station.
  5. Enter a Station Name, the Phone Number you want this station to use, the Caller ID you want contacts to see when they receive calls from an agent using this station, and the Station Profile with the session timeout you want to apply to the station.
  6. If you want be able to track the IP addresses of your contact center devices, enter the Station IP Address.
  7. If you want to apply refusal timeouts—the number of seconds an agent has to accept an offered contact without accepting it before CXone automatically requeues the contact—that override the refusal timeout settings on the agent's user profile, enter your chosen values for Chat, Email, Phone, Voicemail, and Work Item.
  8. Click Create Station.

Manage Multiple Stations at Once

Required permissions: Station Profiles Create, Stations Create

Image of station bulk upload form

  1. If you haven't already done so, create station profiles to specify the session timeouts you want to associate with your various stations:

    1. Click the app selector and select ACD.

    2. Go to ACD Settings > Station Profiles.

    3. Click Create New.
    4. In Station Timeout, enter the number of seconds you want CXone to wait before logging an inactive agent out of the station. For example, if you want CXone to automatically log the agent out after 5 minutes of inactivity, enter 300 seconds.
    5. Enter a Profile Name that reflects the chosen timeout. For example, you could call the profile 5 Minutes.
    6. Click Create Station Profile.

  2. Click the app selector and select ACD.

  3. Go to ACD Settings > Stations.

  4. Click Create New > Manage Multiple Stations.
  5. Click Download Existing Stations.
  6. Open the file to edit, but leave CXone open in your browser.

  7. Enter information about each station in the rows below the header and explanation rows. Don't modify the column names, order, or data format.

    Field

    Details
    Station ID The system-assigned ID for the station. Don't modify this. If you're creating a new station, leave this blank.

    Station Name

    40-character limit.
    Phone Number The phone number agents use to place and handle calls using this station.
    Caller ID The phone number that phone contacts see when talking to an agent using this station.
    Station Profile ID

    The unique ID of the station profile that specifies the inactive session timeout for the station. You must enter the ID for the station profile, not the name. To find the station profile ID, go to the ACD application and click ACD Settings > Station Profiles. Click the station profile you want to open it and find the Profile ID.
    Notes Notes anyone has written about the station.
    Email, Chat, Phone Call, Voicemail, Work Item Refusal Timeout The number of seconds CXone waits for an agent to accept a contact of the specified type before requeuing it for another agent to handle. If you don't specify a value, CXone uses the default value for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, which is typically 45 seconds.
    Station IP Address The IP address of the computer in this workstation. This helps you keep track of the IP addresses of your devices.
    Status Whether the station is currently Active or Inactive. If you leave this blank, Active is assigned to the station by default.
  8. Save the file.
  9. Return to CXone.
  10. In the Select File field on the Manage Multiple Users page, click Choose File.

  11. Browse for the file you just saved. Select it and click Open.

  12. Select the File Type corresponding to the file you chose.
  13. Click Upload File.

  14. Check your email for an upload report. If the report says there were errors in the file you uploaded, then click Back in CXone. Fix the errors in the file and upload it again. If the email says no errors occurred, click Close.