Manage Business Unit

The Business Units page in ACD allows you to configure settings that affect the entire business unit High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

The following fields on the Business Units page can only be changed by your NiCE CXone account representative: 

• Global Caller ID: The default caller ID phone number a contact sees when an agent calls from this NiCE CXone system. In the United States, to comply with regulations from the TRACED act, this field must contain a valid phone number that belongs to you. This field may not work correctly if you use a third-party carrier.
• Permit Real User Monitoring: Allows NiCE CXone support to collect data about user performance from your NiCE CXone system. This makes troubleshooting easier and quicker. When you Real User Monitoring is enabled, the system logs 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 account representative for more information.

• Time Zone: The default time zone of your business unit.

• Phone Number: The phone number format for your business unit. For example, business units in the United States use North American Dialing Pattern (NADP).
• Connectivity Type: 
• Usage Tab: Displays your usage settings. To modify your usage or reallocate your storage for different purposes, contact your account representative.

Configure the ACD Connection Timeout

You can configure 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.

Changing this timeout requires a custom station profile. You can choose one of your station profiles as the business unit default value. If you want to override it for individual users, create additional station profiles. This timeout is not the same as the browser inactivity timeout or the contact refusal timeout.

Before changing the Phone # Timeout, consider the following: 

• Long timeouts can increase long distance charges on your account. If you are using a PSTN for an additional agent leg Your audio connection to NiCE CXone for calls and voicemails., 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.
• Increasing the phone number timeout may 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.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. On the Details tab, click Edit.
4. In the Business Unit Information section, select the station profile you want to use as the ACD connection timeout from the Phone # Timeout drop-down.
5. Click Done to save your changes.

Configure Emergency Call Options

You can configure options related to emergency calls placed from your contact center, such as 911 calls in the United States.

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

3. On the Details tab, click Edit.

4. Scroll to the Telecom Connectivity section.

5. To receive notifications when an agent in your business unit places an emergency call, such as a 911 call in the United States, enter the email address in the Emergency Call Notification Email field.

6. To specify a callback number used if an emergency call is disconnected, enter the number in the Emergency Call Default Callback Phone field.

7. Click Done to save your changes.

Set the Default Interaction Expiration Time

You can modify the default amount of time that it takes for an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to expire on its own. After you set this default, it is applied automatically to new ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. To modify the interaction expiration for existing skills, you must manually modify the value for each skill on the ACD Skills page.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. On the Details tab, click Edit.
4. Scroll to the Enabled Compliance Modes section.

5. For Default Contact Expiration, enter the number of Days, Hours, and Minutes that it takes for an interaction to expire.

6. Click Add.

Enable File Types for Email Attachments in Agent Applications

Required permissions: ACD > ACD Configuration > Business Unit Usage, ACD > Business Unit Accepted Extensions Edit

You can specify the file extensions allowed as email attachments in emails sent using legacy NiCE CXone email in the MAX and Salesforce Agent applications. This feature does not affect which attachments are supported in Digital Experience (DX) email, which is the only email type supported in the new Agent Workspace (Agent) applications.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. Click the Accepted Extensions tab.

4. Enter the file extension in the Extension field, beginning with a period (.).

5. Click Add.

Configure Agent Application Launch Behavior

You can change whether Agent Workspace (Agent) or MAX launch in a new browser window or in a new tab in an existing window.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. On the Details tab, click Edit.
4. Scroll to the Agent Settings section.
5. Select either New Window or New Tab from the CXA/MAX Launch Behavior in Browser drop-down.
6. Click Done to save your changes.

Configure Agent Workspace (Agent) Inactivity Logout

You can configure the system to automatically log agents using Agent Workspace applications out after a certain amount of browser inactivity.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3.  On the Details tab, click Edit.  
4. Scroll to the Browser Inactivity Timeout section.
5. Select Permit Logout Agent with Browser Inactivity. 
6. In the Browser Inactivity Timeout field, enter the number of seconds that the browser can be inactive before the session ends. The range is 150 to 7200 seconds. Numbers outside this range result in an error and you can't save your business unit profile.
7. Click Done to save your changes.

Configure Script Locking

Permissions required: ACD > Contact Settings > Scripts > Edit , ACD > ACD Configuration > Business Unit Usage

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

1. In NiCE 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.

   Learn more about fields in this step)

   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 Max Number of Script Versions Saved

Permissions required: ACD > ACD Configuration > Business Unit Usage

A new version is stored every time a script is saved. You can configure the maximum number of versions kept for each Studio script. When the maximum number is reached, the oldest version is replaced the next time the script is saved. The default number of versions is 5.

The versions are accessible by viewing a script's history. Script developers can view a script's history, revert to an older version, or compare script versions. NiCE CXone administrators with the appropriate permissions can also see a script's save history on the ACDScripts page.

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

3. On the Details tab, click Edit.

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

5. Click Done.

Modify Allowed Time Zones for Business Unit

Required permissions: ACD > ACD Configuration > Business Unit Usage, ACD > ACD Configuration > Business Unit Time Zones

1. Click the app selector and select ACD.

2. Go to ACD Configuration >  Business Units.

3. Click Time Zones.

4. If you want to add time zones to those allowed for dialing and SMS messaging in your business unit, select those time zones in the Add Time Zones table. Click Add Time Zones.

5. If you want to remove time zones from those allowed for dialing and SMS messaging in your business unit, select those time zones in the Assigned Time Zones table. Click Remove Time Zones. Click Yes in the confirmation window.

Edit ACD User Profile Custom Field Labels

Required permission: ACD > ACD Configuration > Business Unit Custom Fields

Your NiCE CXone system has five custom fields in ACD user profiles that you can use for whatever purpose you want. You can change the labels for these fields. For example, you can change the name of the Custom 1 field to Marital Status.

The updated field labels appear in the ACD user profiles and in data download reports. However, the ACD user bulk upload template does not display the modified names for custom fields. It always displays the default field names (Custom 1, Custom 2, and so on).

1. Click the app selector and select ACD.

2. Go to ACD Configuration > Business Units.

3. On the Custom Fields tab, click Edit.

4. For each Custom field, enter the label text that you want to appear in ACD user profiles in place of the default Custom [number].

5. Click Done.

Enable API Façade Routing

Required permission: ACD > ACD Configuration > Business Unit Usage

Your system can route traffic from NiCE CXone applications like MAX or Studio through the NiCE CXone API façade. If disabled, your traffic routes through legacy endpoints instead. Contact your account representative if you have questions about the façade.

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

3. On the Details tab, click Edit.

4. Select Use Facade Routing.

5. Click Done.