Integrations · guide

Connecting Unified CM to NICE CXone

Cisco Unified CM to NICE CXone

Verified 2026-09-25 · 57 sources · tier 2

For Unified CM voice engineers and CXone administrators integrating Cisco endpoints with NICE CXone.

In NICE CXone, the portion of an inbound call between the contact and CXone is designated the A leg, and the portion between CXone and the agent is designated the B leg or agent leg 13. All inbound voice traffic terminates at the session border controller (SBC) in the NICE CXone environment, where agent-leg connectivity is established 30.

Before you start

CXone supports two audio codecs: G.711 (about 88 Kbps) and G.729 (about 33 Kbps) 6.
A call transfer introduces a second B leg (agent leg) 38.
PSTN can carry a call across both the A leg and the B leg 25.
In CXone MAX, an agent connects the voice path using the Connect button in the Agent Leg area, and keeping that connection active avoids reconnecting the voice path for each new call 50. A CXone MAX voice connection may disconnect automatically after an administrator-configured idle time 51.
NICE cautions that using a hard phone's own features, such as transferring on the device instead of in MAX, can make CXone reporting inaccurate 52. WarmTransfer's reading of the sources is that an agent transferring with the phone's physical Transfer key rather than the agent application risks the contact center losing track of the call 53.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Who carries the customer-facing (A-leg) numbers?

How does CXone reach the agent?

Two questions. One permanent page you can send to your manager.

Step 1 Map call legs and plan agent routing

Do

Document the flow for each queue, consult, and transfer to identify the A and B leg endpoints 13. Note that NICE CXone classifies any phone traffic routed via a DID or toll-free number as PSTN 26.

Verify

Suggested check: Verify that every transfer pathway accounts for an additional agent leg.

Rollback

Suggested rollback: No configuration has been applied yet.

Step 2 Establish customer-facing numbers on CXone

NICE CXone carrier

Do

Contact your NICE account representative to set up a DNIS for each inbound voice skill before setting up inbound voice ACD skills 9. Each CXone phone number (DNIS) must be configured by NICE Professional Services before a point of contact can be set up for it 10.

Verify

Ensure the DNIS appears as an available choice in CXone Points of Contact 10.

Rollback

Contact your NICE account representative or NICE Professional Services to decommission or reassign the DNIS 10.

Bring Your Own Carrier (BYOC)

Do

WarmTransfer's reading of the sources is that because every CXone DNIS is configured by NICE Professional Services and no public BYOC voice administration procedure exists, a BYOC carrier arrangement must be provisioned together with NICE rather than self-configured 5. Ensure all signalling adheres to outbound UDP or TCP port 5060 and media adheres to UDP ports 1024-65535 23. Ensure the negotiated codecs are restricted to G.711 or G.729 6.

Verify

Ensure each BYOC DNIS has been provisioned by NICE Professional Services and is selectable in the Point of Contact settings 10.

Rollback

WarmTransfer's reading of the sources is that BYOC routing changes require joint provisioning with NICE, so revert external carrier routing and request removal of the DNIS mappings 5.

Step 3 Build inbound routing objects in CXone

Do

Follow NICE's inbound voice setup sequence in order: create a campaign, create an inbound voice ACD skill, assign users to the skill, create an inbound phone script, and then create a point of contact 12. Assign the skill and script to the point of contact, noting that only 1 skill and 1 script can be assigned to each point of contact, though several points of contact can share a skill or script 20.

Verify

Verify that the configured point of contact correctly links the configured DNIS, skill, and script 20.

Rollback

Remove the configured routing objects in reverse order: point of contact, inbound phone script, user assignments, ACD skill, and campaign 12.

Step 4 Configure firewall and network connectivity

Unified CM phone over PSTN

Do

WarmTransfer's reading of the sources is that when an agent uses a phone number or a station with a Unified CM number, CXone places the agent leg as a call to that number, so the number must be reachable from the network CXone uses for the B leg 4. In NICE CXone, PSTN can carry a call through both the A leg and the B leg 25.

Verify

Suggested check: Verify that inbound PSTN calls to the agent DID ring the assigned enterprise desk phone.

Rollback

Suggested rollback: No network rules were created.

Unified CM phone over SIP trunk

Do

Allow outbound UDP or TCP port 5060 for SIP signalling and UDP ports 1024-65535 for media between your network edge and NICE CXone SBC addresses 23. Note that CXone RTP sources from a wide port range, and the customer must manage its own RTP source port range as negotiated in SIP/SDP 29. NICE states that MPLS circuits are usually deployed in pairs to give redundant routing from the premises PBX location to both CXone data centers 18, and that SD-WAN is most often paired with SIP 31.

Verify

Suggested check: Verify that network telemetry confirms bidirectional signalling and UDP media traffic in the negotiated range.

Rollback

Remove the firewall access control rules allowing traffic between the enterprise edge and CXone SBCs 23.

Integrated Softphone (WebRTC)

Do

Allow outbound HTTPS port 443 and UDP ports 1024-65535 across corporate and workstation firewalls for CXone Integrated Softphone (WebRTC) 24. Note that CXone Integrated Softphone uses the WebRTC feature in the agent's Chrome browser to transmit voice 17.

Verify

Suggested check: Verify workstation connectivity to CXone over HTTPS and outbound UDP.

Rollback

Remove the opened workstation and corporate firewall rules for WebRTC media 24.

Step 5 Configure the Unified CM SIP trunk

Unified CM phone over PSTN

Do

Unified CM uses SIP trunks to connect to external devices such as SIP gateways, SIP proxy servers, UC applications, remote clusters, or Session Management Edition 45. For PSTN agent delivery, do not create a trunk directly to CXone, as PSTN transports the B leg 25.

Verify

Suggested check: Confirm that existing PSTN trunks are functional.

Rollback

Suggested rollback: No trunk was configured.

Unified CM phone over SIP trunk

Do

Follow the Unified CM 15 SIP trunk task flow: configure SIP profiles, configure a SIP trunk security profile, and then configure the SIP trunk with those profiles assigned 47. Enter up to 16 destination addresses using IPv4, IPv6, or FQDNs, or enter a single DNS SRV record with Destination Address is an SRV checked 46. Check Run on All Active Unified CM Nodes to enable the trunk on all cluster nodes 44. Enable SIP OPTIONS ping in the SIP profile (Cisco Unified CM Administration > Device > Device Settings > SIP Profile) so the trunk proactively monitors destination status 4154. Restrict audio codecs to G.711 or G.729 6. If SIP interoperability issues arise, apply one of the default SIP normalization or transparency scripts to the trunk 3955.

Verify

In Unified CM Administration, check the SIP Trunk Configuration page to verify that Status, Status Reason, and Duration are shown instead of N/A, and that OPTIONS messages are exchanged every 60 seconds, expecting a 200 OK if the SBC responds to OPTIONS 40.

Rollback

Delete the configured SIP trunk, then delete the SIP trunk security profile and custom SIP profile 47.

Integrated Softphone (WebRTC)

Do

Unified CM uses SIP trunks to connect to external SIP devices 45. When using Integrated Softphone, voice transmits via the browser's WebRTC implementation and does not use a Unified CM SIP trunk to CXone 17.

Verify

Suggested check: Verify that Unified CM configuration remains untouched.

Rollback

Suggested rollback: No trunk configuration was applied.

Step 6 Configure Unified CM call routing

Unified CM phone over PSTN

Do

Ensure standard Unified CM route patterns exist to dial the CXone DNIS numbers over existing PSTN gateway routes, as CXone treats DID and toll-free traffic as PSTN 2656.

Verify

Suggested check: Place a test call from an internal Unified CM phone to the CXone DNIS to verify call delivery.

Rollback

Suggested rollback: Revert any changes made to existing PSTN route patterns.

Unified CM phone over SIP trunk

Do

Build routing objects following the standard order: create a route group containing the SIP trunk, add the route group to a route list, and configure a route pattern pointing to the route list 43. A route pattern can point directly to a gateway, but Cisco recommends configuring route lists and route groups instead 42.

Verify

Suggested check: Use Unified CM Dialed Number Analyzer to confirm that calls to the target patterns route to the CXone SIP trunk route list.

Rollback

Delete the route pattern, delete the route list, and delete the route group 43.

Integrated Softphone (WebRTC)

Do

Retain standard PSTN routing for internal Unified CM phones dialing out to CXone DNIS numbers 2656.

Verify

Suggested check: Test dial the CXone DNIS from an enterprise phone.

Rollback

Suggested rollback: No routing changes to rollback.

Step 7 Configure the agent leg in CXone

Unified CM phone over PSTN

Do

Create CXone stations to assign a phone number, caller ID, session timeout, channel-based refusal timeouts, and an IP address to a specific workstation 37. Enter the Unified CM phone number in the station configuration 37. Note that an agent can alternatively select Set Phone Number in Agent Workspace to connect to a desk phone 32. Logging in with a station ID associates the agent session with the phone number assigned to that station and reduces errors from agents typing phone numbers 36.

Verify

Verify that the station profile exists and that logging in with the station ID links the agent session to the specified desk-phone number 36.

Rollback

Delete the configured stations in CXone; agents can fall back to using Set Phone Number 48.

Unified CM phone over SIP trunk

Do

Configure CXone stations with the internal directory number or routing URI reachable across the SIP trunk path into Unified CM 37. WarmTransfer's reading of the sources is that because CXone places the agent leg as a call to the station number, the number format must align with what CXone routes across that SIP path 4.

Verify

Verify that the station is saved and can be selected by agents during login 36.

Rollback

Delete the created station entries in CXone 37.

Integrated Softphone (WebRTC)

Do

Contact the NICE account representative to enable Integrated Softphone for the contact center 13. Enable Integrated Softphone in the agent's role, and verify that the workstation runs a supported browser with microphone access allowed 15. Note that Integrated Softphone is supported for MAX, Salesforce Agent, Agent Workspace (Agent), Agent Integrated, Agent Embedded, and Agent Workspace for Microsoft Teams 16.

Verify

Confirm that the agent can see and select Integrated Softphone on the Voice Preferences screen at login 4815.

Rollback

Disable the Integrated Softphone permission in the agent's security role, returning the agent to Set Phone Number or Set Station ID options 4815.

Step 8 Configure outbound caller ID per skill

Do

Configure the outbound caller ID setting on each outbound voice skill 19. The agent's voice connection choice does not change outbound caller ID, which is controlled per skill by the administrator 19.

Verify

Suggested check: Place an outbound test call from each skill and verify the receiving party sees the expected caller ID.

Rollback

Suggested rollback: Restore the original caller ID values on the outbound ACD skills.

Step 9 Validate agent login and inbound delivery

Unified CM phone over PSTN

Do

Have the agent log in to Agent Workspace using Set Phone Number or a station ID 48. Selecting Remember Setting makes Agent Workspace remember the chosen voice option and the phone number or station ID entered 28.

Verify

Suggested check: Place a test call to the inbound DNIS. In Agent Workspace, confirm that the agent leg status shows at the top and connects automatically when the inbound call arrives, causing the Unified CM desk phone to ring 2.

Rollback

Log out of Agent Workspace and deselect Remember Setting if the wrong number was saved 28.

Unified CM phone over SIP trunk

Do

Have the agent log in to Agent Workspace using their assigned station ID 3648.

Verify

Suggested check: Place an inbound test call to the DNIS. Confirm that the agent leg status indicates connected at the top of Agent Workspace and that the incoming agent leg arrives at the Unified CM phone over the SIP trunk 240.

Rollback

Log out the agent from Agent Workspace 48.

Integrated Softphone (WebRTC)

Do

Have the agent log into Agent Workspace and select Integrated Softphone 15.

Verify

Suggested check: Place a test call to the inbound DNIS. Confirm that the agent leg status shows connected at the top of Agent Workspace, connects automatically upon call arrival, and establishes bidirectional WebRTC audio in Chrome 217.

Rollback

Log out of Agent Workspace and select an alternative voice connection 48.

Step 10 Perform a consult transfer to Unified CM

Do

In Agent Workspace, have the agent search the Directory by name or enter a phone number to dial 8. To transfer to an external phone number, the agent searches the number, clicks Transfer, is placed in a consult with that number while the contact is on hold, and then clicks Transfer again to complete 11. If conferencing parties, ensure the total does not exceed 8, or any lower limit set by an administrator 7.

Verify

Confirm that the Unified CM recipient speaks with the caller, and verify that the transfer introduced a second agent leg 38.

Rollback

If the consult cannot be completed, terminate the consult call leg before clicking Transfer again to return to the original contact 11.

Step 11 Implement resilience and operational monitoring

Unified CM phone over PSTN

Do

Document carrier escalations and circuit identifiers, noting that with PSTN transport multiple carriers are involved, which makes orders and repairs more time-consuming 27.

Verify

Suggested check: Verify that operational runbooks list escalation paths for each carrier on the A and B call legs.

Rollback

Suggested rollback: Update or archive documentation as needed.

Unified CM phone over SIP trunk

Do

Configure multiple destination IP addresses or FQDNs (up to 16), or use DNS SRV records on the Unified CM SIP trunk to support redundant SBC paths 46. Maintain paired MPLS circuits to both CXone data centers if private circuits are used 18. Keep SIP OPTIONS ping enabled in the SIP profile 41.

Verify

Verify trunk failover by taking a destination endpoint offline and observing that Unified CM updates the destination status while keeping the trunk operational if another destination answers 4057.

Rollback

Revert the trunk destination configuration to a single address 46.

Integrated Softphone (WebRTC)

Do

Monitor agent network paths for packet loss and latency (jitter), which NICE states can cause audio distortion or dropped calls on Integrated Softphone 14. Consider SD-WAN to carry WebRTC traffic 31.

Verify

Suggested check: Validate agent connection stability and audio quality across sample remote and corporate network segments.

Rollback

Reassign affected agents whose network quality cannot sustain WebRTC to use a physical Unified CM desk phone via Set Station ID or Set Phone Number 48.

Applicability

Applies to: NICE CXone Mpower, NICE CXone Mpower Agent Workspace, NICE CXone Mpower ACD, NICE CXone Integrated Softphone, NICE CXone Softphone, Cisco Unified Communications Manager, and NICE CXone Mpower MAX. Deployments: on-premises and multi-tenant. Sources checked 2026-09-25. The Unified CM 15 SIP trunk task flow governs SIP trunk setup 47, and Unified CM route list and route group rules apply to call routing 43. CXone Softphone is an installed executable for Windows 10 or Mac that requires MAX integration and administrator enablement 34.

What remains uncertain

Whether NICE CXone SBCs return a 200 OK response to Unified CM SIP OPTIONS pings across all trunk configurations is not covered by the sources below.

Public administrative self-service procedures for onboarding BYOC SIP trunk endpoints into CXone without NICE Professional Services intervention are not covered by the sources below.

Whether NICE CXone accepts inbound SIP on the A leg directly from enterprise customer premise equipment without a third-party carrier is not covered by the sources below.

Sources

1
In NICE CXone the portion of an inbound call between the contact and CXone is called the A leg.
Connectivity in NiCE CXone · section: A Leg and B Leg · Checked 2026-09-25
2
In Agent Workspace the agent leg status shows at the top, the agent leg connects automatically when an inbound call arrives, and the agent can connect it manually.
Handle Calls in Agent Workspace (Agent) · section: agent leg connection · Checked 2026-09-25
3
In NICE CXone the portion of a call between CXone and the agent is called the B leg or agent leg, and it is the agent's audio connection to CXone for calls and voicemails.
Connectivity in NiCE CXone · section: A Leg and B Leg · Checked 2026-09-25
4
When an agent uses Set Phone Number or a station with a Unified CM number, CXone places the agent leg as a call to that number, so the number must be reachable from the network CXone uses for the B leg (PSTN DID or a SIP path to Unified CM).inferred
Telephony in NiCE CXone · sections: Transport Options > PSTN; VoIP Technologies > SIP (combined with Agent Workspace Voice Preferences) · Checked 2026-09-25
5
Because every CXone DNIS is configured by NICE Professional Services and no public BYOC voice admin procedure exists, a BYOC carrier arrangement for CXone has to be provisioned together with NICE rather than self-configured.inferred
Points of Contact Overview · section: phone points of contact (combined with absence of a BYOC voice page in the help centre on 2026-09-25) · Checked 2026-09-25
6
NICE CXone supports two codecs: G.711 (about 88 Kbps, higher quality) and G.729 (about 33 Kbps, lower quality).
Telephony in NiCE CXone · section: VoIP Technologies > CODEC · Checked 2026-09-25
7
An Agent Workspace call can have at most eight parties, and an administrator may set a lower limit.
Handle Calls in Agent Workspace (Agent) · section: conference · Checked 2026-09-25
8
In Agent Workspace agents can search the Directory by name or enter a phone number to dial, and can switch between directories.
Handle Calls in Agent Workspace (Agent) · section: outbound calls / Directory · Checked 2026-09-25
9
Before setting up inbound voice ACD skills, the customer contacts the NICE account representative to set up a DNIS for each inbound voice skill.
Set Up Inbound Voice - CXone Help Center · task list, preamble · Checked 2026-09-25
10
Each CXone phone number (DNIS) must be configured by NICE Professional Services before a point of contact can be set up for it.
Points of Contact Overview · section: phone points of contact · Checked 2026-09-25
11
To transfer to an external phone number in Agent Workspace the agent searches the number, clicks Transfer, is placed in a consult with that number while the contact is on hold, then clicks Transfer again to complete.
Handle Calls in Agent Workspace (Agent) · section: transfer a call to an external phone number · Checked 2026-09-25
12
NICE's inbound voice setup order is: create a campaign, create an inbound voice ACD skill, assign users to the skill, create an inbound phone script, then create a point of contact.
Set Up Inbound Voice - CXone Help Center · task list items 1-5 · Checked 2026-09-25
13
Integrated Softphone must be enabled for the contact center by contacting the NICE account representative.
Set Up Integrated Softphone in Agent Workspace (Agent) · section: prerequisites · Checked 2026-09-25
14
NICE states Integrated Softphone is susceptible to latency (jitter) and packet loss, which can cause audio distortion or dropped calls.
Telephony in NiCE CXone · section: Transport Options > Integrated Softphone · Checked 2026-09-25
15
Integrated Softphone must be enabled in the agent's role, the workstation must run a supported browser with microphone access allowed, and the agent selects Integrated Softphone at login.
Set Up Integrated Softphone in Agent Workspace (Agent) · sections: prerequisites; agent steps · Checked 2026-09-25
16
Integrated Softphone is supported for MAX, Salesforce Agent, Agent Workspace (Agent), Agent Integrated, Agent Embedded and Agent Workspace for Microsoft Teams.
Telephony in NiCE CXone · section: Transport Options > Integrated Softphone · Checked 2026-09-25
17
CXone Integrated Softphone uses the WebRTC feature in the agent's Chrome browser to transmit voice.
Telephony in NiCE CXone · section: Transport Options > Integrated Softphone · Checked 2026-09-25
18
NICE states MPLS circuits are usually deployed in pairs to give redundant routing from the premises PBX location to both CXone data centers.
Telephony in NiCE CXone · section: VoIP Technologies > MPLS · Checked 2026-09-25
19
The agent's voice connection choice does not change outbound caller ID; the administrator sets outbound caller ID per outbound voice skill.
Agent Workspace (Agent) · Voice Preferences screen · Checked 2026-09-25
20
Only one skill and one script can be assigned to each CXone point of contact, though several points of contact can share a skill or script.
Points of Contact Overview · section: skill and script assignment · Checked 2026-09-25
21
For CXone IP voice, RTP and SRTP audio use outbound UDP ports 1024-65535.
Connectivity Requirements · table: IP Voice · Checked 2026-09-25
22
NICE requires IP voice hardphones and softphones to be permitted to SIP-register outbound to destination ports 5060 and 5061 on the CXone SBC.
Connectivity Requirements · table: IP Voice · Checked 2026-09-25
23
NICE lists SIP trunking requirements as outbound UDP/TCP port 5060 for signalling and UDP ports 1024-65535 for media.
Connectivity Requirements · table: SIP Trunking · Checked 2026-09-25
24
CXone Integrated Softphone (WebRTC) needs outbound HTTPS port 443 and UDP ports 1024-65535 through the corporate and workstation firewalls.
Connectivity Requirements · table: Integrated Softphone (WebRTC) · Checked 2026-09-25
25
In NICE CXone, PSTN can carry a call through both the A leg and the B leg.
Telephony in NiCE CXone · section: Transport Options > PSTN · Checked 2026-09-25
26
NICE CXone classifies any phone traffic routed via a DID or toll-free number as PSTN.
Connectivity in NiCE CXone · section: PSTN · Checked 2026-09-25
27
NICE notes that with PSTN transport there are multiple carriers to work through, which makes orders and repairs more time-consuming.
Telephony in NiCE CXone · section: Transport Options > PSTN · Checked 2026-09-25
28
Selecting Remember Setting makes Agent Workspace remember the chosen voice option and the phone number or station ID entered.
Agent Workspace (Agent) · Voice Preferences screen · Checked 2026-09-25
29
The CXone RTP stream sources from a wide port range, and the customer must manage its own RTP source port range as negotiated in SIP/SDP.
Connectivity Requirements · table: SIP Trunking, note · Checked 2026-09-25
30
All inbound voice traffic ends at the session border controller in the NICE CXone environment, and agent-leg connectivity is established at that SBC.
Network Diagrams · section: Voice Channel · Checked 2026-09-25
31
NICE states SD-WAN is most often paired with SIP but can also transport VoIP and WebRTC.
Telephony in NiCE CXone · section: VoIP Technologies > SD-WAN · Checked 2026-09-25
32
In Agent Workspace an agent can choose Set Phone Number and enter a number to connect Agent Workspace to a desk or mobile phone.
Agent Workspace (Agent) · Voice Preferences screen · Checked 2026-09-25
33
NICE documents that SIP can be used for voice interactions on the CXone A leg or B leg if the customer has locally installed, SIP-enabled telephony equipment.disputed
Telephony in NiCE CXone · section: VoIP Technologies > SIP · Checked 2026-09-25
34
CXone Softphone is an installed executable for Windows 10 or Mac that requires MAX integration and administrator enablement.
Softphone for Administrators · page body, requirements · Checked 2026-09-25
35
Softphone is the NICE CXone VoIP product and it can transport CXone calls on the B leg only.
Telephony in NiCE CXone · section: Transport Options > VoIP · Checked 2026-09-25
36
When an agent logs in with a station ID, CXone associates the agent session with the phone number assigned to that station, which reduces errors from agents typing phone numbers.
Stations · page body, station login example · Checked 2026-09-25
37
CXone stations assign a phone number, caller ID, session timeout, channel-based refusal timeouts and an IP address to a specific workstation.
Stations · page introduction · Checked 2026-09-25
38
In NICE CXone a call transfer introduces a second B leg (agent leg).
Connectivity in NiCE CXone · section: A Leg and B Leg · Checked 2026-09-25
39
Cisco advises that SIP interoperability issues with applications using a Unified CM trunk may require one of the default SIP normalization or transparency scripts.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · section: Configure SIP Trunks, normalization note · Checked 2026-09-25
40
With OPTIONS ping active, the SIP Trunk Configuration page shows Status, Status Reason and Duration instead of N/A, and OPTIONS are exchanged every 60 seconds by default expecting a 200 OK.
Configure Options Ping Between CUCM and CUBE · section: Verify · Checked 2026-09-25
41
Unified CM SIP OPTIONS ping is enabled in the SIP Profile (Cisco Unified CM Administration > Device > Device Settings > SIP Profile) so the trunk proactively checks its destination status.
Configure Options Ping Between CUCM and CUBE · section: Configure · Checked 2026-09-25
42
Cisco says a Unified CM route pattern can point directly to a gateway but recommends configuring route lists and route groups instead.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · section: Configure Route Patterns · Checked 2026-09-25
43
In Unified CM a route group sets the selection order of devices, a route list orders one or more route groups and must contain at least one, and route patterns route or block calls.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · sections: Configure Route Groups; Configure Route Lists; Configure Route Patterns · Checked 2026-09-25
44
Checking Run on All Active Unified CM Nodes enables a SIP trunk on all cluster nodes.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · section: Configure SIP Trunks · Checked 2026-09-25
45
Unified CM uses SIP trunks to connect to external devices such as SIP gateways, SIP proxy servers, UC applications, remote clusters or Session Management Edition.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · section: SIP Trunk Overview · Checked 2026-09-25
46
A Unified CM SIP trunk can have up to 16 destination addresses using IPv4, IPv6 or FQDNs, or a single DNS SRV record with the Destination Address is an SRV box checked.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · section: SIP Trunk Overview; Configure SIP Trunks · Checked 2026-09-25
47
The Unified CM 15 SIP trunk task flow is: configure SIP profiles, then a SIP trunk security profile, then the SIP trunk with those profiles assigned.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Trunks · section: SIP Trunk Configuration Task Flow · Checked 2026-09-25
48
The Agent Workspace Voice Preferences screen offers Set Phone Number, Set Station ID and Integrated Softphone as the agent's voice connection.
Agent Workspace (Agent) · Voice Preferences screen · Checked 2026-09-25
49
NICE CXone supports PSTN on the A leg and restricts VoIP to the agent leg only.disputed
Connectivity in NiCE CXone · section: PSTN / VoIP (legacy help.incontact.com rendering) · Checked 2026-09-25
50
In CXone MAX an agent connects the voice path with the Connect button in the Agent Leg area, and keeping that connection active avoids reconnecting the voice path for each new call.
Connect Your Phone in MAX · Connect your phone procedure · Checked 2026-09-25
51
A CXone MAX voice connection may disconnect automatically after an administrator-configured idle time.
Connect Your Phone in MAX · note on automatic disconnection · Checked 2026-09-25
52
NICE cautions that using a hard phone's own features, such as transferring on the device instead of in MAX, can make CXone reporting inaccurate.
Connect Your Phone in MAX · caution on hard phone features · Checked 2026-09-25
53
An agent on a Unified CM phone who transfers with the phone's own Transfer key rather than the contact center agent application risks the contact center losing track of the call, so agents should transfer from the agent application.inferred
Connect Your Phone in MAX · caution on hard phone features · Checked 2026-09-25
54
Cisco recommends enabling SIP OPTIONS Ping on all SIP trunks, because Unified CM can then track trunk state as it changes instead of discovering it per call through timeouts.
Cisco Unified Communications Manager Trunks (Session Management Edition deployment guide 8.6(1)) · section 'SIP OPTIONS Ping' · Checked 2026-09-24
55
A script is applied to a trunk under Device > Trunk by choosing it from the Normalization Script drop-down; Parameter Name and Parameter Value pairs are optional.
Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure SIP Normalization and Transparency · Apply Normalization Script to SIP Trunk, steps 1-6 · Checked 2026-09-25
56
Unified CM call routing is built as route groups (device selection order), then route lists (route group order), then route patterns that direct matching digit strings to a gateway, trunk or route list.
System Configuration Guide for Cisco Unified Communications Manager Release 15 and SUs - Configure Call Routing · Call Routing Configuration Task Flow; Route Pattern overview · Checked 2026-09-25
57
Unified CM treats a trunk as in service when at least one node gets a response other than 408 or 503 from at least one destination address.
Cisco Unified Communications Manager Trunks (Session Management Edition deployment guide 8.6(1)) · section 'SIP OPTIONS Ping' · Checked 2026-09-24

Documents

tier 2 current vendor documentation

Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Configure SIP Normalization and Transparency

Cisco Systems · 2026-09-16 · accessed 2026-09-25

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 25). Connecting Unified CM to NICE CXone. WarmTransfer. https://warmtransfer.net/guides/cucm-with-nice-cxone

BibTeX

@misc{warmtransfer-cucm-with-nice-cxone,
  title  = {Connecting Unified CM to NICE CXone},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/cucm-with-nice-cxone},
  note   = {Verified 2026-09-25}
}