NiCE CXone Recording AppLink

Recording AppLink is a solution that lets you take advantage of NiCE CXone business applications while still using NiCE Recording Management (Engage) recording connected to any ACD. Use Recording AppLink to import users, media, metadata, and business data from Recording Management (Engage) to NiCE CXone.

This feature is available if you have the Store & Forward Recording AppLink license, and Admin > Recording > Upload External Recordings permissions.

Recording AppLink is not intended for compliance solutions. There is a possibility that less than 1% of calls may not be imported into NiCE CXone.

A copy of all Store & Forward (S&F) integrated calls are stored in temporary storage for up to 3 months. This allows for the recovery of these calls in case of technical issues. Please note that this temporary copy is not subject to GDPR enforcement. If a call needs to be restored, any previously deleted information associated with that call may also be recovered.

These guidelines are relevant to Recording AppLink users only.

Supported Recording Management (Engage) Architectures

Recording AppLink supports these Recording Management (Engage) architectures for on-prem and cloud deployments:

  • Recording Management (Engage) standalone

  • Recording Management (Engage) for Multiple Data Center (MDC) environments

  • Recording Management (Engage) with SQL Always On support

  • Recording Management (Engage) for multi-tenant environments
    • When Recording Management (Engage) is installed as a multi-tenant, the DEF script must be configured to pull data with a filter per tenant.
    • Recording AppLink does not support multiple Recording Management (Engage) systems that are connected to a single NiCE CXone tenant.

Importing Users

  • Creating agents or updating existing agent information, such as name or email, must be done in Recording Management (Engage), not in NiCE CXone.
  • Deleting , deactivating or reactivating an agent must be done both in Recording Management (Engage) and NiCE CXone.
  • The email address used in NiCE Recording Management (Engage) must be unique for all active and inactive agents. If a user is created with an email address that already exists in NiCE Recording Management (Engage), this will cause the user to be unable to sync into NiCE CXone.

  • Recording AppLink only imports users from Recording Management (Engage) who are defined as agents. All other types of users, such as business users and administrators, must be defined directly in the NiCE CXone User Hub. They are not extracted from Recording Management (Engage) unless they also have an agent profile. See Employees.

  • All agents imported from Recording Management (Engage) must have an email address listed in Recording Management (Engage). Agents without an email address are not created in NiCE CXone and their calls are not imported.

  • Users in Recording Management (Engage) who are defined with multiple agents are imported into NiCE CXone as a single agent.

  • You can upload teams using the Bulk Employee Upload tool. They are not automatically synchronized with NiCE CXone.

  • Interactions uploaded from Recording Management (Engage) for basic call recording aren't associated with agents listed in NiCE CXone.

  • Interactions with unmapped users from Recording Management (Engage) aren't associated with agents listed in NiCE CXone.

  • Only interactions that contain agent information are imported into NiCE CXone.

Importing Business Data

  • Recording AppLink can import up to 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values).

  • After the initial import process, any additional business data fields that are created must be entered manually in both Recording Management (Engage) and NiCE CXone. Once the fields are created in both systems, you can import the new or updated business data from Recording Management (Engage) to NiCE CXone via the DEF Server.

Importing Recordings

Recording AppLink only imports calls that were recorded in Recording Management (Engage) after Recording AppLink was configured. If you want to import calls that were recorded up to 7 days before the installation, you must inform your Account Representative or DEF Professional Services immediately after the Recording AppLink installation. The support team can import calls from Recording Management (Engage) that were recorded up to 7 days before your request. For example, if you make the request 2 days after the Recording AppLink installation, they can import calls recorded up to 5 days before the installation.

Recording AppLink does not import calls if:

  • Calls are not successfully archived

  • Calls do not have any valid audio packets for playback

  • Calls are of a very short duration (2 seconds or less)

  • Calls are invalid

  • Calls contain exceptions or errors, even if they were partially recorded

The media archiving rules defined in Storage Life Cycle Management (LCM) are not currently functioning as expected when configured by Agent ID or Skill ID. Media files are not being archived or retained according to these specific identifiers.

Playing Imported Recordings

When playing back imported recordings in NiCE CXone, the NiCE CXone player does not display pause and resume indications for the recording.

Applications

  • Real- time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in NiCE CXone for Recording AppLink users.

  • Comments, annotations and categorizations created in Recording Management (Engage) are not imported into NiCE CXone.

  • NiCE CXone Role-Based Access Control (RBAC) by skill is not supported in NiCE CXone for Recording AppLink users.

  • A Quality Plan by skill cannot be generated in NiCE CXone for Recording AppLink users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • You can search for and play back imported recordings in the Interactions application. See Interactions: Search and Playback.

FAQS

If you want to add a new business data field after the Recording AppLink deployment, you must configure the field manually in both Recording Management (Engage) and NiCE CXone with the same field name and type. See Business Data.

These are the business data guidelines:

  • Up to a total of 50 business data fields

  • 35 fields with text values, 10 fields with number values, and 5 fields with Boolean values

  • Alphanumeric values are acceptable only in text fields

  • The length limits are:

    • For a display name field: 128 characters

    • For a name field: 38 characters

    • For a string value: between 1 and 4,000 characters

  • Numerical values must be integers and 4 bytes

Any user that is not defined as an agent in Recording Management (Engage) must be configured manually in the NiCE CXone Admin application with the relevant role and permissions. See Employees.

Yes. Since Recording Management (Engage) continues to record calls from the switch, agents must be maintained in Recording Management (Engage) and NiCE CXone. Agents should be created, edited, and deleted in Recording Management (Engage) and synchronized with NiCE CXone.

Recording AppLink only imports calls that were recorded in Recording Management (Engage) after Recording AppLink was configured. If you want to import calls that were recorded up to 7 days before the installation, you must inform your Account Representative or DEF Professional Services immediately after the Recording AppLink installation. The support team can import calls from Recording Management (Engage) that were recorded up to 7 days before your request. For example, if you make the request 2 days after the Recording AppLink installation, they can import calls recorded up to 5 days before the installation.

Yes. You can adjust the archiving rules and retention (called Life Cycle Management policies in NiCE CXone) in each environment as required.

No. The metadata and media are both imported to NiCE CXone for Quality Management (CXone) and Interaction Analytics.

Yes. Recording AppLink uploads data for both segments and complete calls.

The DEF Server does not currently handle post call business data updates.

Recording AppLink supports Recording Management (Engage) Release 6.7 and higher, and Recording Management (Engage) 7.x versions.

Views, Teams, and Roles and Permissions can be configured for users after they are imported with Recording AppLink.

Yes, you can send out multiple authentication emails in the Bulk Upload Portal. See Bulk Upload Records.