Business Unit Details Tab

Required security profile permissions: External Business Unit View

Business Unit Information

Unit Number: Not editable. The unique numeric ID associated with the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
Name: Only editable by your NICE inContact account manager. The unique name of the business unit.
Type: Only editable by your NICE inContact account manager. The type of business unit.
Billing Cycle: Only editable by your NICE inContact account manager. The day of the month when the billing cycle begins for the business unit.
View Agent Billing Concurrency: Only editable by your NICE inContact account manager.
Global Caller ID: The default caller ID a contact sees when an agent in the business unit calls.
Phone # Timeout: The default number of seconds NICE inContact stays connected with an agent who is not on an active phone contact. The default setting is 30 seconds. Longer timeouts can affect long distance charges on your account.
User Session Timeout: The idle timeout period for the NICE inContactplatform. The default is 15 minutes. A session timeout warning appears two minutes before logout. If an automatic logout occurs after inactivty, the user returns to their last location after logging back in; however, any data entered into an open form is lost.
Start Day of Week: The day of the week when the week begins.
User Interface Theme: The skin applied to the product interface. V1 Classic (orange) applies the default orange and gray skin and classic navigation structure. Modern (blue) applies the new blue and white skin and new navigation structure.

International Formats

Time Zone

The default time zone under which the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx operates.

Phone Number

Not editable. The phone number format the business unit supports. It is one of the following:

North American Dialing Pattern (NADP)
NADP is a 10-digit numbering system for North America. NADP phone numbers typically only contain a three-digit area code and a seven-digit local number.

When your business unit formats numbers using the NADP, phone numbers originating in North America use only the 10 digits. For instance, a number from Utah looks like this:

8010000000

If a phone call comes from another country, the phone number looks like this:

011[cc][local_number]

011 is the IDD prefix for placing international calls from the United States. Because the media servers–servers that handle voice traffic–for the platform for all North American customers are located in the United States, the US IDD prefix is used to place international calls. This means the ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call. for Inbound phone calls originating in countries outside the US contains the IDD prefix for the US and the country code of the originating country.

For example, a call from England looks like this:

0114401610000000
- 011 — IDD prefix for the US
- 44 — Country code for England
- 0161 — Area code in England
- 0000000 — Local phone number in England.
E164 ('+', Country Code, Local Number)
E164 is a numbering plan designed to make international numbers more portable. In the E.164 numbering plan, the + character represents the IDD. Although the IDD prefix for a country can be different from that of any other country, an international number in the E.164 format is valid for any country because the number doesn't include the IDD prefix explicitly.

For example, if an English caller calls into a contact center in Michigan, the caller's number looks like this:

+4401610000000
- + — IDD prefix
- 44 — Country code for England
- 0161 — Area code
- 0000000 — Local number in England
If the agent in Michigan returns the call to that number, the platform replaces the '+' IDD prefix with the actual IDD prefix for the US (011). The actual number dialed is:

0114401610000000

If your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx uses the E.164 format, all phone numbers are in E.164 format, even numbers that originate in the same country as the platform clusters (the US for US-based clusters and Germany for European-based clusters).

For example, if your contact center is in Michigan and someone calls from Houston, TX, the caller's number looks like this:

+17131111111
- + — IDD prefix
- 1 — Country code for the US
- 713 — Area code for Houston
- 1111111 — Local number in Houston
If an agent in Michigan returns the call to that number, the platform replaces the + IDD prefix with the actual IDD prefix for the US (011) and the actual number dialed is:

01117135550100
International - Fixed Exit Code
Your NICE inContact account manager can specify an exit code (IDD prefix) that displays for all calls. All calls include the exit code you specify, the originating country code, and the local phone number.

For example, if you specify 99 as the fixed exit code, an English number looks like this:

994401610000000
- 99 — The fixed exit code (IDD prefix)
- 44 — The country code for England
- 0161 — Area code
- 0000000 — Local number
A number from Houston looks like this:

9917131111111
- 99 — The fixed exit code (IDD prefix)
- 1 — Country code for the US
- 713 — Area code for Houston
- 1111111 — Local number in Houston
- 1 — Country code for the US
- 713 — Area code for Houston
- 1111111 — Local number in Houston
International - No Exit Code
All phone numbers contain the country code and local number only.

For example, a number from England looks like this:

4401610000000
- 44 — The country code for England
- 0161 — Area code
- 0000000 — Local number
A number from Houston looks like this:

17131111111
- 1 — Country code for the US
- 713 — Area code for Houston
- 1111111 — Local number in Houston
- 713 — Area code for Houston
- 1111111 — Local number in Houston

Scripts

Max Script History

The total number of previous versions of each script to save for the RevertBack function in Studio.

Allow Script Locking

Enables users to lock scripts in Studio. This prevents other users from making changes to the scripts until the user who locked the script unlocks it.

Default Behavior

Enabled only when you select Allow Script Locking. Specifies one of the following settings:

Lock on Open — When a user opens a script in Studio, other users cannot open the script until the user is finished with it.
Read Only on Open — When a user opens a script in Studio, other users can view the script but not modify it.

Web Authentication

Auth GUID: Not editable. The web authentication token for the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx that enables you to interact with the platform from an external application or website.

CoBrand

Profile Name: Specifies the name of the branding profile applied to your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx, which controls the logo displayed in your administrative interface, MAX, Agent for Salesforce, Supervisor, Customer Chat Interface, or any combination of these. This value is configured by your NICE inContact team and should not be changed.

Telecom Connectivity

Connectivity Type: The type of telecom connection configured for the business unit.

Client Connector Connectivity

Client Connector Port: The configured port required for client connector communication with Agent. It is in the range of 1,024–9,999.

Outbound Strategy

Call Suppression/Suspend All Call Suppression

If selected, overrides all configured call suppressionTemporarily skips a contact when using the outbound dialer. rules on skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and enables Personal Connection (PC) to make calls to any contact presented for calling without running the defined call suppression script.

Default Do Not Call Group

Specifies the default do not call (DNC) group applied to all skills at creation. You can also define another DNC group for the skill.

Priority-based Blending/Enable Priority-Based Blending of Outbound Skills with Inbound Queue

Enables priority-based blendingAllows you to combine outbound calls with your inbound queue, based on call priority. of outbound skills based on their relative prioritySkill-based designation of the importance of contacts that determines delivery order. with other defined skills in the system. You must enable this feature to configure skills to use priority-based blending. Priority-based blending causes the system to consider agents for inbound and outbound skills at the same time. PC delivers calls to agents based on the configured priority of the skill. For more information, see Configure Priority-based Blending.

Enable Filtering

Enables the filtering feature, which allows you to configure custom filter criteria that restrict records available for calling on a skill. You must enable this feature to configure filtering in skills. See Filter a Calling List for more information.

Configuration Callback Cancellation on Re-upload

Cancels scheduled callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. when you upload a contact list that includes a contact with a scheduled callback.

Abandon Rate Calculation Scope

The begin time PC uses to calculate the abandon rate. You must choose between the following:

Since Midnight — The abandon rate PC displays covers a time span from midnight this morning until now.
Last 30 Days — The abandon rate PC displays covers a time span from 30 days ago to now.

Enable Skill Abandon Rate

Allows you to set an abandon rate for skills individually rather than having all skills adopt the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx default.

Enable Dialing by Proficiency

Enables skill proficiency as a consideration in the delivery of calls. Agents with higher proficiency receive higher priority as the dialer delivers calls.

Default Confirmation Required Delivery Mode

Specifies the default method the dialer uses handle preview dialing. You must choose one of the following:

1 - Click-to-Call — The agent receives a pop-up before PC places the call, and the agent must accept or reject the call.
2 - Manual Dial with Keypad — The agent must dial the call manually using the keypad.
3 - Manual Dial with Keypad Auto Correct — The agent must dial the call manually using the keypad, but PC fixes the number before dialing if the agent inputs it incorrectly.
4 - Dial Outside NICE inContact Network — The agent must dial the call manually using a hard phone outside of the NICE inContact network.

Default Compliance Required Delivery Mode

Specifies the default method the dialer uses to handle calls where compliance is required. You must choose one of the following:

1 - Click-to-Call — The agent receives a pop-up before PC places the call, and the agent must accept or reject the call.
2 - Manual Dial with Keypad — The agent must dial the call manually using the keypad.
3 - Manual Dial with Keypad Auto Correct — The agent must dial the call manually using the keypad, but the dialer fixes the number before dialing if the agent inputs it incorrectly.
4 - Dial Outside NICE inContact Network — The agent must dial the call manually using a hard phone outside of the NICE inContact network.

Default Contact Expiration

The default amount of time after being imported that the contact expires, meaning that PC can no longer call this contact. This is the default value for new skills, but you can change the value on the skill.

Days until List Source Is Flagged for Deletion

The number of days after you create a calling list source that PC sets the source for deletion. This value should be greater than the Default Contact Expiration value. You can leave this value blank to indicate that you do not want to automatically delete calling list records; this can be useful if you are creating new sources with each file that you import into the system.

Contact Handling

Contact Handling Method: Specifies whether your environment supports Single Channel handling—agents handle interactions from a single channel at any one time—or Omnichannel handling—agents handle multiple interactions from multiple channels at the same time. Omnichannel is currently only supported in MAX.

API Daily Limit of Method Calls

Published Limit: Not editable. The maximum number of API (application programming interface)Application Programming Interfaces; APIs allow you to automate certain functionality by connecting your NICE inContact system with other software your organization uses. calls that can be made in a single day.

Script Publishing

Default Namespace: Not editable. The default namespace you can use to publish scripts for use in API calls. It is the number associated with your business unit.
Custom Namespace: Only editable by your NICE inContact account manager. It specifies a custom namespace you can use to publish scripts for use in API calls.

MAX Settings

Maximum Number of Conference Parties (including Agent)

The maximum number of people, including the agent, that a conference call in Agent can support. You can select a number between 3 and 8.

Delete Commitments

Select from the drop-down menu to set whether or not agents can delete commitments.

Can't Remove — Agents cannot cancel or remove commitments in MAX.
Can Remove - With Notes — Agents can cancel or remove commitments but are required to include notes with cancellation.
Can Remove - Without Notes — Agents can cancel or remove commitments and optional notes can be included with cancellation.

Persistent Panels

Specifies the persistent panels available to agents in MAX. You can add up to three panels by entering the URL for each panel. Click the preview button to the right of each URL to see the panel display. Panels display in MAX in the same order listed.

Unified Communications Settings

Presence Master: When you have Skype for Business enabled, specifies which status overrides the other: the NICE inContact agent state or the Skype for Business status.

inContact WFO

This section displays the connection configuration between the NICE inContact platform and the Uptivity WFO products or WFMv2.

API Server: Not editable. The name of the WEB server; for example, eng-diweb04.
Recording Server: Not editable. The name of the COR server.
WFO Server Name: Not editable. The fully qualified domain name of the WEB server.
WFM Server Name: Not editable. The fully qualified domain name of the WEB server.