Configuration · guide

Building an inbound routing script in NICE CXone Studio

Verified 2026-09-30 · 66 sources · tier 2

For A CXone administrator or script developer who has ACD and Studio permissions on the tenant and has not yet built an inbound phone script end to end..

NICE CXone routes inbound phone calls by attaching an ACD skill and a Studio script to a point of contact 2732. Building a complete voice routing flow requires configuring ACD objects in a specific sequence before scripting the queueing logic and hold experience in Studio 16.

Before you start

NiCE documentation instructs administrators to contact their NiCE CXone account representative to establish a DNIS for each inbound voice ACD skill before creating the skills 5.
NiCE specifies that inbound voice setup tasks must be performed in the following order: create a campaign, create an inbound voice ACD skill, assign users to the skill, create an inbound phone script, and create a point of contact 16.
Tracing and simulating scripts in Studio requires the ACD > Studio > Scripts > Debug permission 66.
Note that sources disagree on the exact permission name for creating scripts: one help page lists ACD > Contact Settings > Scripts Create 3, while Studio documentation references script creation permissions within Studio 42.
Creating a campaign requires the Campaigns Create permission 3.

What changes by situation

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

Which Studio editor will you build the script in?

Does every caller to this number go to one queue, or do callers choose between queues?

Should the script treat callers differently when you are closed?

Does your tenant use Studio development lifecycle stages?

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

Step 1 Create a campaign for the skills

Do

In the ACD application, create a campaign with a name and a division assignment 3. Every ACD skill must be assigned to a campaign 57.

Verify

Suggested check: open the campaign list in the ACD application and confirm the new campaign appears with its assigned division.

Rollback

Suggested rollback: deactivate or discontinue use of the created campaign if no longer needed.

Step 2 Create the inbound phone skill or skills

Single skill (one queue)

Do

In the ACD application, navigate to Contact Settings > ACD Skills, click Create New > Single Skill, set Media Type to Phone Call, set Inbound/Outbound to Inbound, enter a skill name, and select the campaign 53. Ensure the skill name is between 2 and 30 characters, using only hyphens, underscores, periods, and colons as special characters 55. Leave priority management settings at their defaults (Initial Priority 0, Acceleration 1, and Maximum Priority 1000) unless adjustment is needed, noting that overall priority equals (Time x Acceleration) + Initial Priority 5633. Skill proficiency is the default routing evaluation criteria 58. Configure the Service Level Threshold and Service Level Goal, noting that Short Abandon Threshold defaults to 15 seconds 59.

Verify

Suggested check: navigate to Contact Settings > ACD Skills and confirm the new skill appears in the active skills list.

Rollback

Suggested rollback: change the skill status to inactive so it does not route interactions or count against the tenant active skill limit.

Menu skills (caller chooses queue via keypad)

Do

Determine each separate skill required for the menu branches, as an ACD skill defines the specific type of interaction an agent handles, such as a language or support specialty 54. In the ACD application, go to Contact Settings > ACD Skills, click Create New > Single Skill, set Media Type to Phone Call and Inbound/Outbound to Inbound, enter a skill name between 2 and 30 characters using only allowed special characters (hyphens, underscores, periods, and colons), and select the campaign 5355. Repeat this process for each menu branch skill 19. Adjust Initial Priority or Acceleration on individual skills if specific queues require preferential handling under the priority formula (Time x Acceleration) + Initial Priority 3356. Configure the Service Level Threshold, Service Level Goal, and review the default 15-second Short Abandon Threshold for each skill 59.

Verify

Suggested check: navigate to Contact Settings > ACD Skills and verify that all planned skills are listed and active.

Rollback

Suggested rollback: set unused skills to inactive in Contact Settings > ACD Skills.

Step 3 Assign agents and set proficiencies

Do

Navigate to Contact Settings > ACD Skills, open the skill, click the Users tab, select the checkbox for each agent, click Add Users, set each user's Proficiency from 1 (highest) to 20 (lowest), and click Save Proficiencies 134. You must click Save Proficiencies before leaving the page; otherwise, all users just added to the skill are removed 40. Repeat this assignment for each skill created 1.

Verify

Navigate away from the Users tab and return to verify that assigned agents remain listed with their configured proficiencies 40.

Rollback

Suggested rollback: open the Users tab of the skill, select the assigned agents, and remove them from the skill roster.

Step 4 Configure hours of operation

Hours check (evaluate business hours and holidays)

Do

In the ACD application, go to Contact Settings > Hours of Operation and click Create New 12. Enter a Profile Name, ensuring it does not start with a numeric character 1213. Define the open hours for each weekday or choose Closed All Day 12. To modify operating hours for a specific date, click Add Holiday, enter the holiday name, select the date, and configure the hours for that day 10. Review the settings and click Create Profile 12.

Verify

On the review step, use the Test Open Hours tool to verify schedule calculations, noting that the displayed status reflects the business unit time zone rather than the local workstation time zone 14.

Rollback

Suggested rollback: delete or deactivate the hours profile under Contact Settings > Hours of Operation.

Always open (queue callers at any time)

Do

Skip this profile creation step, because BEGIN connected directly to REQAGENT forms an inbound phone script 42.

Verify

Suggested check: verify that no schedule constraints are required before continuing.

Rollback

Suggested rollback: create an hours of operation profile if scheduled gating becomes necessary.

Step 5 Initialize the inbound phone script

Studio (browser-based)

Do

In the browser-based Studio editor, click New Script and select the Phone option 42. Add a BEGIN action and a REQAGENT action to the canvas, then connect BEGIN to REQAGENT 42. Save the script, providing a name and location when prompted, noting that a script can only be saved once at least one action exists on the canvas 4248. Ensure you save to the server promptly, as unsaved changes are stored locally in the browser and will be lost if browser cache is cleared 63.

Verify

Suggested check: close and reopen the script from the CXone server to verify the canvas actions and connections persist.

Rollback

Studio scripts cannot be deleted once created; they can only be deactivated 44.

Desktop Studio (installed Windows application)

Do

In Desktop Studio, create a phone script, add BEGIN and REQAGENT actions to the canvas, connect them, and save the script to the CXone servers 4261. Note that scripts saved to CXone servers can be opened in either editor, but Desktop Studio XML script exports cannot be imported into browser-based Studio due to format differences 61.

Verify

Suggested check: verify that the newly saved script is visible and accessible in the server script repository.

Rollback

Studio scripts cannot be deleted, only deactivated 44.

Step 6 Insert hours check logic

Studio (browser-based) + Hours check (evaluate business hours and holidays)

Do

Place an HOURS action on the canvas between BEGIN and the queueing logic, and set its Profile property to the hours profile created in the ACD application 6. If the profile does not appear, ensure that Studio is logged into the same business unit as the ACD application 9. Connect BEGIN to HOURS, and connect the Open branch toward the routing and queue actions 86. Connect the Closed and Holiday branches to a Play action followed by a Hangup action 28. In the Play action, configure prompt text or audio files within the 300-character sequence limit, using CCITT mu-law 8 kHz, 8-bit mono uncompressed WAV format if external audio files are referenced 2635. If callers reside in a different time zone from the tenant default, insert a Timezone action immediately before HOURS 15.

Verify

Suggested check: verify that the Open, Closed, and Holiday branches are properly wired on the canvas and that the Profile property displays the selected profile name.

Rollback

Open Version History from the script name drop-down, select the version saved before inserting the HOURS action, and click Restore 49.

Studio (browser-based) + Always open (queue callers at any time)

Do

Skip adding the hours check, leaving BEGIN connected directly to the next action 42.

Verify

Suggested check: confirm the connection line from BEGIN leads directly to the routing actions.

Rollback

Suggested rollback: insert an HOURS action between BEGIN and downstream actions if operating schedule checks are required.

Desktop Studio (installed Windows application) + Hours check (evaluate business hours and holidays)

Do

Add an Hours action between BEGIN and downstream routing actions, configuring its Profile property to match the ACD hours profile 6. Verify that Desktop Studio is connected to the same business unit as the ACD application so the profile resolves 9. Connect BEGIN to Hours 6. Connect the OnOpen branch forward to queue routing 7. Route the OnClosed and OnHoliday branches to a Play action followed by a Hangup action 27. Ensure audio prompts in the Play sequence stay within the 300-character limit and adhere to CCITT mu-law 8 kHz, 8-bit mono uncompressed WAV standards 2635. Insert a Timezone action prior to Hours if the schedule must evaluate against a non-tenant time zone 15.

Verify

Suggested check: confirm that OnOpen, OnClosed, and OnHoliday branches are populated and connected to the appropriate terminal or forward actions.

Rollback

Restore a prior saved script version through Version History in Studio or by selecting the script version in the ACD Scripts page and clicking Revert Back after closing the script in Studio 4947.

Desktop Studio (installed Windows application) + Always open (queue callers at any time)

Do

Skip adding an hours check, keeping BEGIN connected directly to the next action 42.

Verify

Suggested check: verify on the canvas that BEGIN directly targets the queue routing logic.

Rollback

Suggested rollback: add an Hours action between BEGIN and the routing blocks if schedule gating is required.

Step 7 Configure skill routing and menu options

Single skill (one queue)

Do

Route the incoming call path directly to a single REQAGENT action 42. Leave the REQAGENT Skill property set to its default value, which inherits the skill assigned to the point of contact 39. Connect the REQAGENT Error branch to a Play action followed by Hangup or an alternate fallback path 362.

Verify

Suggested check: verify on the canvas that the default execution branch of REQAGENT proceeds to the holding queue treatment and the Error branch connects to the fallback actions.

Rollback

Restore the earlier saved script state using Version History 49.

Menu skills (caller chooses queue via keypad)

Do

Insert a Menu action into the flow prior to queueing 219. Configure the prompt audio or text sequence on the Menu action, adhering to the 300-character sequence limit and 8 kHz 8-bit mono mu-law WAV requirements if using audio files 2635. Note that Menu stores caller DTMF entries in a variable that defaults to MRES 20. Create a separate REQAGENT action for each menu choice 19. Connect the Menu action to each respective REQAGENT using a custom branch condition matching the keypad digit (such as 1, 2, or 3) 19. On each individual REQAGENT action, set the Skill property explicitly to the corresponding ACD skill 1939. Always connect the Menu Default branch to handle errors and unmapped digits, and connect the Timeout branch appropriately 18. Connect the Error branch of each REQAGENT action to a fallback path such as Play and Hangup 362.

Verify

Suggested check: verify that each configured digit branch connects to its dedicated REQAGENT action and that Default and Timeout branches are terminated.

Rollback

Restore the preceding script version using Version History 49.

Step 8 Build the queue hold treatment

Do

Following each REQAGENT action, build the holding loop that callers hear while queued 37. Connect the REQAGENT action to a Music action 219. In the Music action's Music File property, select one of the 20 provided pre-licensed music files, noting that Music does not play custom audio files 21. Connect Music to a Wait action configured for 0.5 seconds, and loop the Wait action back to Music 23. Never connect the Music action directly to itself 23. If spoken queue announcements are required, insert a Play action into the loop, noting that audio played by Play is heard only by the contact and not by the agent 2537. Note that Music cannot execute after an Onanswer event unless placed inside an Onhold event 22.

Verify

Suggested check: confirm on the canvas that REQAGENT flows into Music, Music connects to Wait, and Wait connects back to Music without direct self-looping on the Music action.

Rollback

Restore the previous version from Version History 49.

Step 9 Save script version and manage locks

Do

Save the completed script 42. Each save operation creates a distinct historical version in the script version history 49. If script locking is active on your tenant, acquire the lock with Edit Script (Lock) prior to changes and release it with View Only Script (Unlock) once complete 43. If a user with Lock Override takes over a locked script, note that subsequent saves by the original lock holder will fail with an error 43.

Verify

Open Version History from the script name drop-down in Studio and verify that the newly saved version is present 49.

Rollback

Select the prior version in Version History and click Restore, or close the script in Studio, open the ACD application's Scripts page, select the previous version, and click Revert Back 4947.

Step 10 Simulate and trace call routing

Studio (browser-based)

Do

In Studio, click Trace > Start with Trace 52. Select an inbound phone ACD skill, check the Simulate Inbound Call checkbox, enter the Phone Number to ring, provide DNIS and ANI values, and click Start Trace 52. Answer the incoming simulation call to exercise the script branches 52. Optionally configure the Simulate Date & Time settings to simulate calls outside normal hours or during holidays 52.

Verify

Observe the Trace Output window to confirm each action executes in sequence, displays its result condition, and tracks variable changes 65. Note that Studio simulation tests only script actions preceding Onanswer; testing post-answer logic requires an agent application in the test 51. If needed, download the trace as a .TRC.JSON file for recordkeeping 65.

Rollback

Suggested rollback: close the simulation call and make necessary logic adjustments on the canvas before re-testing.

Desktop Studio (installed Windows application)

Do

In Desktop Studio, click empty canvas to display the script's Properties tab 50. In the Skill property, select an inbound phone ACD skill 50. Enter the destination telephone number in PhoneNumber, set Simulate Inbound to True, optionally configure SimulateDateTime, ANI, or DNIS, and click Start with Trace on the toolbar 50.

Verify

Examine the Trace Output window to review action progression, branch results, and variable states 65. Simulation covers only actions preceding the Onanswer event 51.

Rollback

Suggested rollback: terminate the test call, modify any failing script actions, and re-run the trace.

Step 11 Promote the script to production

Single stage (scripts built and used in one place)

Do

WarmTransfer's reading of the sources is that Studio scripts do not use a separate publish action, and a saved script becomes active when assigned to an active point of contact 27. Proceed directly to point of contact creation using the saved script 27.

Verify

Open Version History from the script drop-down to confirm the current active version matches the traced version 49.

Rollback

Restore a prior saved version from Version History 49.

Staged (scripts promoted across lifecycle stages)

Do

If your tenant uses Studio development lifecycle management, promote the script sequentially across the defined stages (up to 4 stages) 17. A script can be promoted only to the next-highest stage, and each promotion generates a distinct copy of the script in the destination stage 17. Identify the final script copy in the production stage for point of contact assignment 17.

Verify

Open the destination stage in Studio and confirm the copied script reflects the validated configuration, noting that version history is maintained independently within each stage 1749.

Rollback

Restore an earlier version of the script within that stage using Version History 49.

Step 12 Assign the script to a point of contact

Do

In the ACD application, go to Contact Settings > Points of Contact and click Create New > Single Point of Contact 27. Set Media Type to Phone Call, enter a unique POC Name, select the DNIS from the Point of Contact drop-down, select the ACD Skill, select the Script, and click Create Point of Contact 2731. Each point of contact can have only one skill and one script assigned 32. Optionally check IVR Reporting Enabled if you want IVR press paths tracked for reporting 29. A point of contact serves as the entry point used by inbound callers to initiate an interaction 28.

Verify

Open the script in Studio and inspect its Points of Contact tab to verify that the newly created point of contact is associated with the script 44.

Rollback

To modify or revert the assignment, open the point of contact in Contact Settings > Points of Contact, select the Details tab, click Edit, change the assigned script or skill, and click Done 30. Deactivating a point of contact requires the Points of Contact Deactivate permission 30.

Step 13 Perform a live trace

Do

In Studio, initiate a live trace capture filtered by the line's DNIS or your calling ANI, then place a live call to the DNIS 64. Studio can trace up to 20 concurrent contacts 64. Ensure an agent assigned to the skill is logged in and available so the call can be delivered past Onanswer, which could not be validated during simulation 5134.

Verify

Suggested check: confirm the call routes through the hours check, plays the expected hold music, queues according to priority, and delivers to the agent desktop. Review the Trace Output window to confirm that each step and variable matches the expected flow 65.

Rollback

If the live interaction fails, edit the point of contact to reassign a previous working script 30, or restore an earlier script version through Version History 49.

Applicability

Applies to: NiCE CXone Mpower ACD, NiCE CXone Mpower Studio, and NiCE CXone Mpower Desktop Studio. Deployments: multi-tenant. Sources checked 2026-09-30.

What remains uncertain

How CXone handles calls currently in progress when an updated script version is saved or reassigned is not covered by the sources below.
Specific procedures for deactivating campaigns, skills, or hours of operation profiles, as well as removing users from a skill, are not covered by the sources below.
Setup procedures for queue callback, voicemail drops, estimated wait announcements, and dynamic routing attributes within Studio scripts are not covered by the sources below.
Whether flow-building tools exist in CXone outside browser-based Studio and Desktop Studio is not covered by the sources below.

Sources

1
Users are assigned to a skill from ACD > Contact Settings > ACD Skills by opening the skill, clicking the Users tab, selecting the checkbox for each user, clicking Add Users, setting each user's Proficiency, and clicking Save Proficiencies.
Set Up Inbound Voice - CXone Help Center · section 'Assign Users to the ACD Skill', steps 1-6 · Checked 2026-09-30
2
NiCE's basic script tutorial builds the flow Begin > Countagents > If with Expression AVAIL>0; the If action's False branch goes to Play then Hangup, and its True branch goes to Menu, then Reqagent, then Music, then Wait.
Develop a Basic Script · section 'Develop a Basic Script', action placement and If configuration steps · Checked 2026-09-30
3
The first task of the Set Up Inbound Voice procedure is to create a campaign in the ACD application with a name and a division assignment, and it requires the Campaigns Create permission.
Set Up Inbound Voice - CXone Help Center · section 'Create a Campaign' · Checked 2026-09-30
4
The Set Up Inbound Voice page notes that a skill's campaign and division cannot be changed after they are assigned.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', notes on campaign and division · Checked 2026-09-30
5
NiCE documentation tells administrators to contact their NiCE CXone account representative to set up a DNIS for each inbound voice ACD skill before creating the skills.
Set Up Inbound Voice - CXone Help Center · introduction before the first task · Checked 2026-09-30
6
The Studio HOURS action takes a Profile property naming an hours of operation profile and lets the script branch on whether the organisation is open, closed or on holiday.
HOURS · action description and Input Properties, Profile · Checked 2026-09-30
7
In Desktop Studio the Hours action's result branches are Default, OnOpen, OnClosed, OnHoliday, OnError, OnWeather, OnMeeting, OnEmergency and OnOther.
Hours (Desktop Studio) · section 'Result Branch Conditions' · Checked 2026-09-30
8
In browser-based Studio the HOURS action's result branches are Default, Open, Closed, Holiday, Error, Weather, Meeting, Emergency and Other; the last four are taken only when the corresponding override is selected in the profile.
HOURS · section 'Result Branch Conditions' · Checked 2026-09-30
9
Hours of operation profiles created in CXone appear in the Hours action's Profile list only when the same business unit is selected in Studio as in CXone.
HOURS · note on profiles and business units · Checked 2026-09-30
10
To change the hours for a single date in an hours of operation profile, click Add Holiday, enter a holiday name, select the date, and set that day's hours.
Set Up Hours of Operation · profile creation steps, holiday step · Checked 2026-09-30
11
An hours of operation override branch can be set with an expiration up to 7 days ahead, after which the profile reverts to its standard hours automatically unless the override is disabled manually first.
Set Up Hours of Operation · section on override branches · Checked 2026-09-30
12
An hours of operation profile is created in the ACD application under Contact Settings > Hours of Operation by clicking Create New, entering a Profile Name, setting open hours for each weekday (or Closed All Day), optionally adding holidays, reviewing, and clicking Create Profile.
Set Up Hours of Operation · section on creating an hours of operation profile, steps 1-11 · Checked 2026-09-30
13
An hours of operation profile name cannot start with a numeric character.
Set Up Hours of Operation · profile creation steps, Profile Name step · Checked 2026-09-30
14
The review step of hours of operation profile creation has a Test Open Hours section for verifying the configuration, and the status it shows is based on the business unit time zone, which may differ from the user's time zone.
Set Up Hours of Operation · profile creation steps, review step and notes · Checked 2026-09-30
15
The hours of operation profile is evaluated in the tenant's selected time zone by default; to use a different time zone, place a Timezone action before the Hours action.
HOURS · note on time zone · Checked 2026-09-30
16
The Set Up Inbound Voice procedure lists its tasks as create a campaign, create an inbound voice ACD skill, assign users to the skill, create an inbound phone script, and create a point of contact, and instructs that the tasks be completed in the order given.
Set Up Inbound Voice - CXone Help Center · introduction and section headings in page order · Checked 2026-09-30
17
Studio's development lifecycle management lets an organisation define up to four stages; a script can be promoted only to the next-highest stage, and promotion creates a copy of the script in the destination stage.
Script Development Lifecycle Management · overview of stages and promotion · Checked 2026-09-30
18
The Menu action's Default branch handles unmapped digits and errors and should always be connected so contacts do not get stuck; Menu also offers Timeout, InterDigitTimeout, MaxDigits and Terminator branches.
MENU · section 'Result Branch Conditions' and best-practice note · Checked 2026-09-30
19
To route by menu choice, the tutorial duplicates the Reqagent, Music and Wait group once per choice, connects the Menu action to each group with a custom branch condition equal to the keypad digit (1, 2, 3), and sets a different ACD skill on each Reqagent; it requires three ACD skills in the tenant.
Develop a Basic Script · section 'Add More Menu Choices' · Checked 2026-09-30
20
The Menu action works only in phone scripts and stores the digits the caller enters in a variable that defaults to MRES.
MENU · Input Properties, Variable · Checked 2026-09-30
21
The Music action works only in phone scripts and plays one of 20 provided pre-licensed music files chosen in its Music File property; it does not play custom audio files.
MUSIC · action description and Input Properties, Music File · Checked 2026-09-30
22
The Music action cannot execute after the Onanswer event unless it is inside an Onhold event.
MUSIC · constraints and notes · Checked 2026-09-30
23
The tutorial's hold loop connects Music to a Wait action set to 0.5 seconds and loops Wait back to Music; the Music action must never be looped directly to itself.
Develop a Basic Script · section 'Develop a Basic Script', Music and Wait configuration steps · Checked 2026-09-30
24
The CXone Studio documentation reviewed describes no separate publish action for a script: a saved script is put into service for a phone number by selecting it as the script of a point of contact.inferred
Manage Scripts · permissions list, production assignment via Points of Contact Edit · Checked 2026-09-30
25
Audio played by the Play action is heard only by the contact, not by the agent; the Whisper action is the one to use when the agent must hear the audio.
PLAY · action description and closing note · Checked 2026-09-30
26
The Play action's Sequence property holds a prompt made of prerecorded WAV files or text-to-speech, and each sequence is limited to 300 characters.
PLAY · Input Properties, Sequence · Checked 2026-09-30
27
A phone point of contact is created in the ACD application under Contact Settings > Points of Contact by clicking Create New > Single Point of Contact, selecting Media Type Phone Call, entering a Name, selecting the DNIS in the Point of Contact drop-down, selecting the ACD Skill and the Script, and clicking Create Point of Contact.
Set Up Inbound Voice - CXone Help Center · section 'Create a Point of Contact', steps 1-10 · Checked 2026-09-30
28
In CXone, a point of contact (POC) is an entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.
Points of Contact Overview · opening definition of point of contact · Checked 2026-09-30
29
Selecting IVR Reporting Enabled on a phone point of contact makes calls to that number track IVR press paths for reporting.
Set Up Inbound Voice - CXone Help Center · section 'Create a Point of Contact', step 9 · Checked 2026-09-30
30
An existing point of contact is changed by opening it, selecting the Details tab, clicking Edit, changing fields such as the assigned skill, and clicking Done; deactivating a point of contact requires the Points of Contact Deactivate permission.
Manage Points of Contact · sections 'Modify a Point of Contact' and 'Deactivate Points of Contact' · Checked 2026-09-30
31
Point of contact names must be unique.
Points of Contact Overview · key facts on POC names · Checked 2026-09-30
32
Each point of contact can be assigned only one skill and one script, while several points of contact may be assigned the same skill or the same script.
Points of Contact Overview · overview paragraph on skill and script assignment · Checked 2026-09-30
33
A queued contact's overall priority is calculated as (Time x Acceleration) + Initial Priority.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', priority management note · Checked 2026-09-30
34
Each agent assigned to a skill has a proficiency from 1 (highest) to 20 (lowest), and a contact entering the queue is offered to the first available agent with the highest proficiency for that skill.
Omnichannel Routing (ACD) skill - CXone Help Center · paragraph on skill proficiency · Checked 2026-09-30
35
Prerecorded prompt files for the Play and Menu actions must be uncompressed WAV at 64 kbps, 8-bit, mono, 8 kHz, in CCITT mu-law format.
PLAY · audio file format requirements · Checked 2026-09-30
36
In browser-based Studio, REQAGENT has two result branches: Default, and Error, which is taken when the action fails to execute.
REQAGENT · section 'Result Branch Conditions' · Checked 2026-09-30
37
The actions placed after REQAGENT form the caller's holding pattern while queued, built from actions such as Music, Play and Wait.
REQAGENT · notes on what follows REQAGENT · Checked 2026-09-30
38
REQAGENT requests an agent with a specific ACD skill for the active contact; once it runs the contact moves from the Prequeue state to the Queued state and waits there until an agent is available.
REQAGENT · action description and workflow notes · Checked 2026-09-30
39
The REQAGENT action's Skill property defaults to the skill assigned to the point of contact, so inbound calls route to that skill unless the Skill property is changed to another ACD skill.
REQAGENT · Input Properties, Skill · Checked 2026-09-30
40
If Save Proficiencies is not clicked before leaving the skill's Users page, all users just added to the skill are removed.
Set Up Inbound Voice - CXone Help Center · section 'Assign Users to the ACD Skill', note after step 6 · Checked 2026-09-30
41
In Desktop Studio, a new inbound phone script is started with File > New, selecting the Phone icon, confirming the business unit, and clicking OK.
Develop a Basic Script (Desktop Studio) · section 'Develop a Basic Script', opening steps · Checked 2026-09-30
42
In browser-based Studio, the minimal inbound phone script is made by clicking New Script, selecting the Phone option, adding BEGIN and REQAGENT actions to the canvas, connecting them, and saving the script under a name.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Phone Script', steps 1-7 · Checked 2026-09-30
43
When script locking is enabled, a script is taken for editing with Edit Script (Lock) and released with View Only Script (Unlock); a user with the Lock Override permission can take over a locked script, after which the original holder's save fails with an error.
Manage Scripts · section on script locking · Checked 2026-09-30
44
Studio scripts cannot be deleted, only deactivated, and the Points of Contact tab of a script shows which points of contact use it.
Manage Scripts · sections on deactivation and on where scripts are used · Checked 2026-09-30
45
The Set Up Inbound Voice page names the permission needed to create an inbound phone script as ACD > Contact Settings > Scripts Create.disputed
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Phone Script', required permissions line · Checked 2026-09-30
46
The Studio script pages name the permission needed to create and edit scripts as Studio > Scripts > Create/Edit, which one page places under ACD and another under Applications.disputed
Work with Scripts - CXone Help Center · required permissions line · Checked 2026-09-30
47
A script can also be reverted from the ACD application's Scripts page by selecting a previous version and clicking Revert Back, and the script must be closed in Studio before it is reverted.
Manage Scripts · section on version history and reverting · Checked 2026-09-30
48
A new Studio script can be saved only after at least one action has been added to the canvas; saving prompts for a script name and a location.
Work with Scripts - CXone Help Center · section on creating a script · Checked 2026-09-30
49
Each save of a Studio script creates a historical version; a previous version is restored in Studio by opening the script, choosing Version History from the script name drop-down, selecting the version, and clicking Restore.
Manage Scripts · section on version history and reverting · Checked 2026-09-30
50
In Desktop Studio an inbound call is simulated by clicking empty canvas to show the script's Properties tab, choosing an inbound phone ACD skill in Skill, entering the number to ring in PhoneNumber, setting Simulate Inbound to True, optionally setting SimulateDateTime and ANI or DNIS, and clicking Start with Trace in the toolbar.
Simulate Interactions in (Desktop Studio) · numbered steps for simulating an inbound phone interaction · Checked 2026-09-30
51
A Studio simulated inbound call tests only the parts of the script before the Onanswer action; testing from Onanswer onward requires an agent application in the test.
Simulate Inbound Phone Interactions in Studio · note following the simulation steps · Checked 2026-09-30
52
In browser-based Studio an inbound call is simulated by clicking Trace > Start with Trace, selecting an inbound phone ACD skill, checking Simulate Inbound Call, entering the Phone Number to ring plus DNIS and ANI values, and clicking Start Trace, then answering the phone and watching the Trace Output window.
Simulate Inbound Phone Interactions in Studio · numbered steps for simulating an inbound phone interaction · Checked 2026-09-30
53
An inbound voice ACD skill is created in the ACD application under Contact Settings > ACD Skills by clicking Create New > Single Skill and setting Media Type to Phone Call and Inbound/Outbound to Inbound, then entering a skill name and selecting a campaign.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', steps 1-7 · Checked 2026-09-30
54
ACD skills are how CXone routes contacts to agents: skills are assigned to agents to define the types of interactions each agent can handle, such as types of support question or spoken languages.
Omnichannel Routing (ACD) skill - CXone Help Center · opening definition · Checked 2026-09-30
55
An ACD skill name must be between 2 and 30 characters, and the only special characters allowed are hyphens, underscores, periods and colons.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', skill name step · Checked 2026-09-30
56
The skill's Priority Management settings default to Initial Priority 0, Acceleration 1 and Maximum Priority 1000, and Initial Priority can be at most 9999 for non-digital skills.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', priority management step · Checked 2026-09-30
57
Every ACD skill must be assigned to a campaign; campaigns exist to organise skills and simplify reporting.
Omnichannel Routing (ACD) skill - CXone Help Center · paragraph on campaigns · Checked 2026-09-30
58
A skill's routing evaluation criteria can be Skill Proficiency, Least Occupied, Most Occupied or Enlighten AI, and Skill Proficiency is the default.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', routing step · Checked 2026-09-30
59
The skill creation form includes a Service Level Threshold in seconds, a Service Level Goal as a percentage, and a Short Abandon Threshold that defaults to 15 seconds.
Set Up Inbound Voice - CXone Help Center · section 'Create an Inbound Voice ACD Skill', service level step · Checked 2026-09-30
60
A tenant can have up to 10,000 active skills, and inactive skills do not count toward that limit.
Omnichannel Routing (ACD) skill - CXone Help Center · limits statement · Checked 2026-09-30
61
A script saved to the CXone servers can be opened in either Studio or Desktop Studio, but a script cannot be exported from one application and imported into the other because Desktop Studio scripts are XML and Studio scripts are JSON.
NiCE CXone Studio · statement on script compatibility between the applications · Checked 2026-09-30
62
NiCE states that the browser-based version of Studio has feature parity with Desktop Studio.
NiCE CXone Studio · opening statement on feature parity · Checked 2026-09-30
63
In browser-based Studio, unsaved script changes are kept locally in the browser, and clearing the browser cache deletes them.
NiCE CXone Studio · feature comparison, unsaved changes · Checked 2026-09-30
64
Studio can capture a trace of the next live contact that runs a script, filtered by ANI or DNIS, and can trace up to 20 contacts at once.
Trace and Debug Scripts - CXone Help Center · sections on capturing live contacts and multiple contact traces · Checked 2026-09-30
65
The Trace Output window lists each action that ran in sequence with its properties, time and result, shows variable values at each action with new or changed variables highlighted, and a trace can be downloaded as a .TRC.JSON file and reloaded later.
Trace and Debug Scripts - CXone Help Center · sections on trace output and downloading traces · Checked 2026-09-30
66
Tracing and simulating scripts in Studio requires the ACD > Studio > Scripts > Debug permission.
Trace and Debug Scripts - CXone Help Center · required permissions line · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Building an inbound routing script in NICE CXone Studio. WarmTransfer. https://warmtransfer.net/guides/nice-cxone-studio-setup

BibTeX

@misc{warmtransfer-nice-cxone-studio-setup,
  title  = {Building an inbound routing script in NICE CXone Studio},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/nice-cxone-studio-setup},
  note   = {Verified 2026-09-30}
}