The CXone call recording integration happens when a client has both Outbound Engagement (SmartReach) and CXone inbound, QM, Analytics, and other CXone solutions. In this scenario, Outbound Engagement (SmartReach) provides multimedia (call and screen) recordings and metadata files to CXone for consumption.
To enable this integration, the client must enable CXone settings on the Version tab of the Client editor on SmartReach. Then, the CXone Recording option is visible on the Jobs tab. These are internal configuration items that require assistance from the Outbound Engagement (SmartReach) Customer support team. Contact the Customer Support team to implement the CXone call recording feature:
- 24-Hour Customer Care Line: (888) 477-3448
- To submit a ticket, please reach out through our Community platform at https://community.niceincontact.com/s/.