Configure CXone Attendant

CXone Attendant requires the purchase of additional licenses. If you don't see the CXone Attendant tab in your business unit, contact your CXone Account Representative for assistance.

You can configure CXone Attendant for the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment level, but some of the options can also be configured at the user level. User-level configuration overrides the business unit level settings. You can configure users individually or you can modify multiple users at the same time using the bulk upload template.

Individual CXone Attendant users cannot change options set at the business unit level, except for Notification Type. When set at the business unit level, Notification Type is a default setting that can be overridden for each user.

  1. Click the app selector and select ACD.

  2. Go to ACD Configuration > Business Units.

  3. Click the business unit to open it.
  4. Click the CXone Attendant tab and then click Edit.
  5. Select the default Notification Type and enter the Voicemail Retention time period.

  6. If you want to, select Allow Voicemail Web Access, Enable Out of Office, Enable Voicemail Downloads, and Notify Missed Calls.

    The Allow Voicemail Web Access option enables access to the CXone Attendant web application. If your organization does not use voicemail with CXone Attendant, but does use the Out of Office feature, users can use the CXone Attendant application to manage their Out of Office status.

  7. In Release Upon User Deactivation, configure what you want to happen to extensions and Direct Inward DialingClosed Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number. (DID) when users are deactivated.
  8. Click Done.