Store & Forward (S&F) Generic Ingestion API

The Store & Forward (S&F) Generic Ingestion API provides a standard way for external recording and digital systems to bulk‑import closed 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. into NiCE CXone. It removes the need to build a custom integration for each source system and supports offline ingestion of voice, screen, and digital channelsClosed Any channel, contact, or skill associated with Digital Experience (DX)., along with their associated metadataClosed Data that provides information about other data. and business data.

Imported interactions are added to NiCE CXone using the S&F API source and flow through the same WEM and analytics pipelines as native NiCE CXone recordings. This allows smaller recording platforms or parallel recording systems to use NiCE CXone quality, analytics, and workforce tools through a single, scalable ingestion method.

S&F API is designed for customers who need to import closed interactions from voice, screen, or digital channels. For additional information, see Store & Forward Generic Ingestion API .

Prerequisites

Licenses

This feature is available if you have both a Recording Advanced Store & Forward license with the Voice/Digital API option selected and a Third-Party Telephony Provider license. Contact your NiCE CXone account team if you need help confirming or enabling these licenses.

Permissions

To set up the integration, the following permissions must be enabled in Admin > Recording>Third Party System Configuration and Admin > Recording>Upload Interactions via Voice/Digital API.

Add Users Before Ingestion

Before sending interactions through the S&F API, the users from the external system must be predefined in NiCE CXone. See Set Up Employees to add users, you can also upload them using the Bulk Employee Upload tool.

Once the users from the external systems are defined, their imported interactions link to the correct people, teams, and permissions.

If an interaction references a user who was not correctly created, the interaction is rejected during user resolution.

Importing Interactions

The S&F API lets you import closed interactions along with their metadata and media files. Interactions can include voice, screen, or digital content.

S&F API supports detailed interaction metadata, such as participants, timestamps, channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. and direction, and optional business data, as well as media files like audio and screen recordings, and digital transcripts.

S&F API supports interactions from the preceding 30 days.

Importing Business Data

Up to 50 business data fields from your integrated systems can be imported using S&F API to NiCE CXone. The data fields are allocated as 35 fields with text values, 10 fields with number values, and 5 fields with Boolean values.

Only data available at the time of synchronization will be imported.

Reporting

Imported recordings appear in the Interactions Hub app and be available for Quality Management (CXone) and Interaction Analytics (CXone) within two hours of upload to NiCE CXone.

Applications

After ingestion, interactions behave like native NiCE CXone recordings. They become available in the platform according to your available licenses, and will be experienced in:

  • Interactions Hub's Interactions Search

  • Player (for voice and screen playback when media is included and transcripts from digital channels)

  • Quality Management (CXone)

  • Interaction Analytics (CXone)

  • Other NiCE CXone applications, based on your licenses

Performance

S&F API is optimized for high volume ingestion.

  • Most jobs without media uploads complete in under two hours.

  • Jobs that include media uploads or retries may take up to 24 hours to complete. Interactions that are still being processed after 24 hours are marked as failed.

Data Security Handling

NiCE CXone applies strong security controls throughout S&F processing, including tenant‑scoped pre‑signed URLs, schema validation, malware scanning, data sanitization and isolation of job and interaction level data.

These controls help protect customer data and maintain secure ingestion workflows.

FAQs

No. Store & Forward is designed for closed interactions only. Real-time streaming is not supported.

Yes. Users or agents must be predefined in NiCE CXone first. Interactions linked to unknown users will fail validation.

You can review the error details through the status endpoints. Only the interactions that failed require correction and retry.

There is no fixed batch size limit, but large batches may take longer to process. For best performance, follow recommended batch sizing in the Developer Community guidelines.

They appear as interactions with the source StoreForwardAPI. They are searchable and available to downstream applications.

Yes. All media is scanned automatically. Files flagged as unsafe will cause the related interaction to fail.

Most jobs without media upload complete within two hours. Jobs with media may take longer, up to 24 hours.

You must have the Store & Forward license with Voice/Digital API option selected, in addition to the licenses for any downstream NiCE CXone features you plan to use (for example, QM or Interaction Analytics (CXone)).