For agents logged in with a phone number over the PSTN, a short Phone # Timeout means CXone has to dial the agent leg again for more calls, while a long one keeps a billable leg open; the right value is a trade-off between the two.
inferred · Checked 2026-10-02
- Vendor
- NICE
- Product
- CXone
- Subsystem
- ACD business unit settings
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- Manage Business Unit — NICE · tier 2 current vendor documentation · section Configure the ACD Connection Timeout (combined with Connect Your Phone in MAX)
Cite this note
APA
WarmTransfer. (2026, October 2). Troubleshooting NICE CXone agent leg and softphone problems: source note nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff. WarmTransfer. https://warmtransfer.net/knowledge/claims/nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff
BibTeX
@misc{warmtransfer-claim-nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff,
title = {Troubleshooting NICE CXone agent leg and softphone problems: source note nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff},
note = {Source note nice-cxone-agent-leg-troubleshooting-inf-timeout-tradeoff, checked 2026-10-02}
}