Manage Business Unit

For any fields on the Business Unit tab that are not covered on this page, see the table on the Business Units help page.

Manage General Business Unit Settings

Required 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.

Screenshot of the Business Unit Information and Internation Formats sections of the business unit Details tab
  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business 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, Agent Phone # Timeout, User Session Timeout, and Use Facade Routing settings as needed.

    Field

    Details
    Global Caller ID

    The default caller ID phone number a contact sees when an agent calls from the business unit.

    In the United States, to comply with regulations from the TRACED act, this field must contain a valid phone number that belongs to you.
    Phone # Timeout

    The default number of seconds the ACD stays connected to an agent who is not actively handling a phone contact. The default setting is 30 seconds. The allowed range is 1–86,400 seconds (which is 0-24 hours).

    Long timeouts can increase long distance charges on your account. If you are using a PSTN for an additional agent leg, increasing the timeout would increase metered, billable usage. If you use Softphone [VoIP], SIP over MPLS, or similar, rather than PSTN, then there generally isn't billable, metered usage. In this case, there are typically impacts on network bandwidth consumption.

    Also, increasing the phone number timeout my reduce call refusals, which is useful if there is a call delivery delay due to factors like intermittent connectivity issues. By extending the timeout, calls will be auto-linked to agents when the agent leg is connected. These calls will be auto-linked even if you have the Integrated Softphone Auto-Accept permission disabled.
    User Session Timeout The number of seconds a user can be idle in CXone before it logs the user out. The default is 15 minutes. An idle user receives a session timeout warning 2 minutes before being automatically logged out, prompting them to stay logged in or automatically being logged out. When a user logs back in after a session timeout, the user returns to their last location; however, any data entered in an open form is lost. This setting only pertains to users logged in to CXone, not other applications like MAX. This timeout does not pertain to the dashboard console view, allowing you to display a dashboard all day without being timed out. The allowed range is 10-999 minutes.
    Use Facade Routing

    Routes traffic from CXone applications like MAX or Studio through the CXone API façade. If disabled, your traffic routes through legacy endpoints instead. Contact your CXone Account Representative if you have questions about the facade.

    Permit Real User Monitoring

    Not editable. Allows NICE CXone Support to collect data about user performance from your CXone system. This will make troubleshooting easier and quicker. When you enable Real User Monitoring, the system will log 5% of agent sessions by default. NICE CXone Support can change this percentage by editing the value of RUM% [Internal Admin].

    You may need to allow app.datadoghq.com in your connectivity infrastructure to allow Real User Monitoring to function. Contact your CXone Account Representative for more information.
    Default Contact Expiration The time in days, hours, and minutes that it takes for a contactClosed The person interacting with an agent, IVR, or bot in your contact center. to expire on its own. After you set this default, it is applied automatically to new skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. You have to edit the contact expiration for existing skills manually on the ACD Skills page.
  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 the MAX behavior upon launching, scroll to the Agent Settings section and select the MAX Launch Behavior in Browser drop-down. The agent applicationcan be configured to launch in a New Window or New Tab.

  10. Click Done.

Manage Business Unit Usage Limits

Required permissions: External Business Unit Edit

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

Screenshot of the business unit Usage tab

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business 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.

    Field

    Details
    Concurrent Port Limit Only editable by your NICE CXone account manager. It's the maximum number of portsClosed Where information transfers, over a network, between a computer and a server. the business unit can use at the same time. This limit applies for both inbound and outbound contacts.
    Simultaneous IVR Survey Callbacks Only editable by your NICE CXone account manager. It's the maximum number of IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. survey callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. that can occur at the same time.
    Outbound Port Limit

    The maximum number of ports the business unit can use for Personal Connection (PC) at the same time. Each attempted outbound call requires a port. This means that if you have a PC skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge dialing ratio set up to attempt 3 calls per agent and you plan to have 5 agents logged in, the Outbound Port Limit must be at least 15. Any outbound call, manual or dialer, contributes to this number. Setting your Outbound Port Limit lower than the Concurrent Port Limit guarantees that some inbound ports will always be available. If you only handle outbound calls, you can leave this setting blank which allows all ports to be used for outbound calls.
    Agentless Port Limit The maximum number of ports the business unit can use for agentlessClosed Contacts made without a live agent for tasks such as one-way delivery of information or messages.. outbound dialing.

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

    Field

    Details
    Station Limit Only editable by your NICE CXone account manager. It's the maximum number of stations you can configure in this business unit.
    User Limit Only editable by your NICE CXone account manager. It's the maximum number of users you can configure in this business unit.
    Concurrent Agent Limit Only editable by your NICE CXone account manager. It's the maximum number of agents that can be logged in to the business unit at the same time.
  9. Click Done.

Add Web Services

Required 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 Configuration > Business 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.

    Field

    Details
    Enforce Daily Limits Applies the limit set by the Published Limit field in the SOAP API Daily Limit of Method Calls section of the Details tab.

    Daily Limit of Method Calls

    The maximum number of calls you can make to the web service in a single day.
    # of Concurrent Method Calls The maximum number of calls you can make to the web service at the same time.
    Billable The web service is billable.
    Partner A partner GUID is required to use the web service. Your NICE CXone account representative must set up partners for you. If no partner is required, select No Partner.
    Password The system-generated GUID required to run the web service.
    Reset Password Replaces the existing Password with a new system-generated GUID.
  9. Click Create Web Service.

Enable File Types for Email Attachments in Agent

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

Screenshot of the business unit Accepted Extensions tab

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business 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.

Configure Script Locking

Security profile: Contact Handling > ACD > Central Scripts Access View, Edit

Script locking prevents multiple Studio users from making changes to the same script and causing issues with one save overwriting the other.

The Scripts section of the business unit Details tab in the CXone ACD application, showing the Max Script History field, which is required.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.

  3. On the Details tab, click Edit.

  4. Select Allow Script Locking.

  5. Select the Default Behavior that you want Studio to do when a script is opened.

    Field Details
    Lock On Open Studio automatically locks scripts when they're opened. When a user opens a script, the icon next to the script name changes to a lock and the script appears on the Locked tab. A locked script is in edit mode only for the user who opened the script.

    Read Only On Open

    Studio opens scripts in read-only mode. The script canvas is gray instead of white. To edit the script, users must lock it.

  6. Click Done.

Configure the Number of Script Versions Kept in History

Security profile: Contact Handling > ACD > Central Scripts Access View, Edit

Studio keeps previous versions of all scripts. You can configure how many versions of a script are kept for each script. This determines how far back you can go if you need to revert to a previous version of script. A new version is created each time the script is saved. A script's save history is available on the ACDScripts page and on the Browse tab in Studio.

The Scripts section of the business unit Details tab in the CXone ACD application, showing the Max Script History field, which is required.

  1. In CXone, click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.

  3. 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.

  4. On the Details tab, click Edit.

  5. In the Max Script History field under Scripts, enter the maximum number of versions of each script that you want to keep.

  6. Click Done.