Set Up Presence Sync for RingCentral and Unify Atos

Complete each of these tasks in the order given.

You can only map three RingCentral states: On Call, DND, and In Meeting.

Before You Begin

  • Map CXone to RingCentral and Atos to allow the platforms to share data.

  • Sync users between CXone and RingCentral and Atos.

Be sure your CXone administrator account and the access key user have the following permissions:

Register a Partner

Required permissions: Partner Admin

  1. Log in and click Presence Sync.

  2. Click Partners.

  3. Select the appropriate partner from the list.

  4. Enter the Sync Settings.

  5. Enter Email IDs of the administrators who will be receiving notifications of the Adapters connection status and click Add.

  6. Click Save.

  7. Enter the partner platform authentication details in the pop-up to validate the sync settings and click Save.

Map Users

  1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Business Units page, click the business unitsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for which you want to map the user accounts.

  4. In the User Mapping tab, click Auto Map Users.

  5. On the Add Users page, move the auto-mapped users in the table to indicate which you want to include.

  6. Click Add & Map Agents and then click Confirm.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

  1. Click the app selector icon of app selector and select Presence Sync.

  2. On the Business Units page, click the business unit for which you want to map the user accounts.

  3. Click the options icon and select Map User.

  4. In the Mapped User screen, click Remap.

  5. From the list of possible matches, select the appropriate user and click Map User.

  6. Click Confirm.

Create And Assign Rules

  1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. In the Rules tab, click Create Rule.

  4. On the Rule tab, map the ACD state to the corresponding state ID in RingCentral or Unify.

    Field

    Details
    Name Enter a name for the rule.

    Rule Type

    Select one of the available the rule types. One or more of the following rule types are available to you:

    Publisher: When the CXone ACD agent state changes, your Unify and RingCentral's agent state is updated to match the change.

    Subscriber: When the agent state in RingCentral and Unify changes, the ACD's agent state is updated to match the change.

    Bi-Directional: When the agent state changes on either platform, the agent state is updated on the other platform to match the change.
    ACD State

    Select one of your CXone ACD states.

    If you select Previous State, the agent's CXone state returns to the previous state it was in. This may be useful to automatically return an agent's state back to what it was before handling a call, for example. After the call, the agent's state would return to the same state before the call.
    External State Select the appropriate RingCentral and Unify state to map with the specified ACD State.

  5. To map more states in the rule, click Add Row and configure the states.

  6. Click Teams and move the teams in the table to indicate which you want to include.

  7. Click Users and move the users in the table to indicate which you want to include.

  8. Click Confirm and then click Create.

Assign Existing Rules

  1. In CXone, click the app selector and select Others > Adapters.

  2. In the left navigation menu, click Business Units.

  3. On the Business Units page, click the business unit for which you want to assign rules to the users.

  4. In the User Mapping tab of Business Units screen, click the three vertical dots for the appropriate user and select Assign Rule.

  5. In the Assign Rule window, select User Assigned Rule or Team Assigned Rule and then select the rule name.

  6. Click Done and then click Save.