POC Provisioning

POC Provisioning lets you create new DID (direct dial), toll-free, and international numbers for your own business unit, on behalf of your customers, or both. The tool automates several steps that were previously manual:

  • Opens a case in Salesforce.
  • Initiates a process to assign the CloudConnect numbers provided to a business unit in the NICE inContact billing system. This helps ensure that any cost associated with the number will be charged to the assigned business unit.
  • Completes the processes necessary to provision the number.

Once the numbers are provisioned, you (or the customer administrator) can create points of contact (POCs) in CXone and proceed with using the numbers for the organization.

Classics, Inc., is a CXone partner and manages the business units for its own customers. Anthony Dewhurst, a Classics administrator, needs to provision several new toll-free numbers for a customer, The League of the Scarlet Pimpernel. He uses POC Provisioning to automate the provisioning process. Once the numbers are provisioned, he works with Farleigh, the customer administrator, to set up the points of contact.

Dewhurst also needs to provision several new international numbers for Classics, which is opening an office in Paris, France. He uses POC Provisioning to do so, but cannot create the requests in the same file as the numbers for his customer.

Key Facts About POC Provisioning

  • POC Provisioning is part of PartnerHub, which must be enabled for your business unit by your CXone representative. PartnerHub is designed to meet the unique needs of CXone partners.
  • To use POC Provisioning, you must have these permissions enabled in your security profile:
    • PartnerHub → View
    • POC Provisioning → View

    These permissions can only be set by a CXone representative.

  • POC Provisioning is currently only supported for CloudConnect numbers purchased through a partner. You cannot use POC Provisioning for CloudConnect numbers purchased through NICE inContact.
  • You can provision up to 50 numbers per request.
  • You cannot combine requests for multiple business units in the same file.
  • You can monitor the progress of your provisioning in the POC Provisioningapplication itself. Each provisioning request lists the Salesforce case number in case you need to communicate about it with your CXone partner representative.
  • POC Provisioning validates your request file to ensure your formatting is correct and all fields are completed. In addition, the application validates the numbers you've requested against the ACD application for the business unit, against Salesforce, and against the NICE inContact billing system. This ensures the process rejects duplicate requests.
  • If there's a problem with your request as validated against the ACD, you'll be able to see this in and review logs to determine how to correct the issue. If validation fails against Salesforce or the billing system, a case is automatically opened for your CXone support team.

Create POC ProvisioningRequests

  1. Click grid icon in the upper right corner of the CXone screen and then click Launch PartnerHub.
  2. Click POC Provisioning.
  3. Click Create New and then click Download Template.
  4. Complete the fields in the template for each number you want to provision. The template provides a description of each field and any required formatting.
  5. Click Choose File, navigate to the saved template file, and click Open.
  6. Click Upload File.

View Pending Requests and Logs

  1. Click grid icon in the upper right corner of the CXone screen and then click Launch PartnerHub.
  2. Click POC Provisioning.
  3. If a request shows a Status of Rejected, Failed, or Partially Failed, click Download Logs to see any issues with formatting or ACD validation.