Migrated Calls

Migrated Calls allows the customer to migrate historical call data from various sources into NiCE CXone. This simplifies data management by placing all calls in a single platform, enhances user experience, and decommissions on-premises infrastructure.

This feature is available if you have the Migrated Interactions Upload license, and Admin > Recording > Upload Migrated Interactions permissions.

If you have Multi-Region Storage enabled, you can select your preferred storage region.

Supported Environments

Migrated Calls supports data extraction from the following environments:

  • NiCE Recording Management (Engage) recording system

  • NiCE NiCE CXone Recording Management (CXone)

  • NiCE Playback Portal Generic DB, NiCE Engage DB, and NIM4.1

  • NiCE Uptivity

  • Third-party recording systems, including: Verint, Genesys, Calabrio, Witness, Red Box and Avaya.

  • Additional vendors may be supported. This requires approval on a case-by-case basis, and depends on the data (users, metadata, media) format available.

Importing Users

Users are imported in a three-step process:

  1. Exporting users from both the legacy system, and NiCE CXone.

  2. Merging users from the legacy system and NiCE CXone.

  3. Importing the merged list of users to NiCE CXone.

General Guidelines for Importing Users

  • All users require a valid email address.

  • Teams are not automatically synchronized with NiCE CXone. Teams are uploaded using the Bulk Employee Upload tool, found in the Admin app.

  • Only calls that contain a valid user in Admin are imported into NiCE CXone.

Importing Users from NiCE Recording Management (Engage)

  • Only users who are defined as agents are extracted from NiCE Recording Management (Engage) and imported to NiCE CXone. See Employees.

  • Dedicated users for basic and unmapped recordings are created in NiCE CXone. Interactions mapped to these users in Engage are associated with the corresponding users in NiCE CXone.

  • Users who are defined with multiple agent instances are imported into NiCE CXone as a single agent.

Migrating Metadata and Media

  • Metadata is migrated as JSON or ZIP archives of JSON.

  • Migrated metadata is converted to the appropriate NiCE CXone format.

  • Migrated interactions are marked with a unique NiCE CXone identifier.

  • All media files can be migrated in parallel, with no dependency between them.

  • All NiCE Recording Management (Engage) media files are migrated in their original format (NMF), and converted to MP4 upon request for playback or extraction.

  • Recordings are searchable under the Migrated Interactions tab, in the Interactions application.

  • Audio supported codecs, see the Supported Media Formats section.

  • All data arriving from external sources is scanned by the threat detection service Guard Duty.

Mandatory Metadata Fields

  • Call Start Time

  • Call End Time

  • DNIS

  • ANI

  • Direction

  • Agent Name/Identifier

  • Correlation value to the media file

The required metadata fields are listed, and additional fields can be added for enrichment.

Supported Media Formats

Format Codec
WAV

PCM_mulaw

PCM_s16le

G.729

GSM-MS
MP4 AAC
MP3 MPEG-1 Audio Layer 3
NMF

G711_PCMM

G711_PCMA

G729

Importing Business Data

Migrated Calls imports up to 50 business data fields (35 fields with text values, 10 fields with number values, and 5 fields with Boolean values). Additional parameters are covered in the FAQ section.

The Advanced Services Group (ASG) extracts the business data field names listed in the migrated recording system and transfers them to NiCE CXone. Once the business data field names are configured in NiCE CXone, ASG imports the data into NiCE CXone where it can be viewed in the Interactions application.

Not Supported

  • Migration of screen recordings and digital interactions.

  • Migration of NiCE Recording Management (Engage) data (Evaluations, Calibrations, Scores).

  • QM/IA processes for migrated data.

  • Custom or Azure storage

  • CTIA events import

  • Skills import

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.

FAQs

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 field 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 four-byte integers.

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.

No. After migrating your Recording Management (Engage) data to NiCE CXone, you can decommission your Recording Management (Engage) system.

Yes. This should be done in coordination with Advanced Services.

Yes. Migrated Calls uploads data for both segments and complete calls. However, playback for completed calls is currently not supported.

Migrated Calls supports Recording Management (Engage) release 6.7 and higher, and Recording Management (Engage) 7.x versions.

Views, Teams, Roles and Permissions can be configured for agents after they are imported with Migrated Calls.

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