Manage a Business Continuity Plan Tenant

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.

If you have Business Continuity Plan set up, this page helps you switch between the two tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Switch to a Secondary Tenant

Required Permission: BCP > BCP Tenant Enablement > BCP Tenant Enable > Edit

These steps help you change to your secondary tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. This directs contactClosed The person interacting with an agent, IVR, or bot in your contact center. traffic to the secondary tenant so your agents can continue handling interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

You must have the passkey to enable the secondary tenant. If you don't have a passkey, contact your NiCE Account Representative. The passkey was generated when BCP was enabled.

  1. Click the app selector icon of app selector and select Admin.

  2. Click BC Enablement in the left menu.

  3. Enable Enable/Disable BCP Tenant.

  4. Enter the passkey that was generated when Business Continuity Plan was set up.

  5. Click Submit.

After CXone Mpower validates the passkey:

  • Your secondary tenant is enabled

  • Traffic routes to the secondary tenant
  • Users must log out and log back in
  • When logging in, users are automatically logged in to the secondary tenant

Revert to a Primary Tenant

Required Permission: BCP > BCP Tenant Enablement > BCP Tenant Enable > Edit

These steps help you revert back to your primary tenant. This directs contact traffic to the primary tenant so your agents can continue handling contacts. You can disable the secondary tenant in either your primary or secondary tenant's settings.

You must have the passkey to revert to the primary tenant. If you don't have a passkey, contact your NiCE Account Representative.

  1. Click the app selector icon of app selector and select Admin.

  2. Click BC Enablement in the left menu.

  3. Disable Enable/Disable BCP Tenant.

  4. Enter the passkey that was generated when Business Continuity Plan was set up.

  5. Click Submit.

After CXone Mpower validates the passkey:

  • Your secondary tenant is disabled

  • Traffic routes back to the primary tenant
  • Users must log out and log back in
  • When logging in, users are automatically logged in to the primary tenant

Check Which Tenant is Active

During an emergency situation, any user can check which tenant is active. This may be useful since users are automatically redirected to the secondary tenant when logging in and may not notice. Each user's profile information shows which tenant they're logged into. The name of the tenant should indicate which one is active. For example, the tenant name could be Classics Inc. BCP, or Classics Inc. Backup.

  1. In CXone Mpower, click your profile icon in the top-right corner.

  2. Select My Profile.

  3. Look at the Account name in the General Information section. This is the tenant's name, which should indicate whether it's a backup system.