Telephony in NiCE CXone

Publisher

NICE

URL

https://help.nice-incontact.com/content/globalfeatures/connectivity/telephonyincxone.htm

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

proprietary; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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 in context
• NICE CXone supports two codecs: G.711 (about 88 Kbps, higher quality) and G.729 (about 33 Kbps, lower quality). in context
• NICE states Integrated Softphone is susceptible to latency (jitter) and packet loss, which can cause audio distortion or dropped calls. in context
• Integrated Softphone is supported for MAX, Salesforce Agent, Agent Workspace (Agent), Agent Integrated, Agent Embedded and Agent Workspace for Microsoft Teams. in context
• CXone Integrated Softphone uses the WebRTC feature in the agent's Chrome browser to transmit voice. in context
• NICE states MPLS circuits are usually deployed in pairs to give redundant routing from the premises PBX location to both CXone data centers. in context
• In NICE CXone, PSTN can carry a call through both the A leg and the B leg. in context
• NICE notes that with PSTN transport there are multiple carriers to work through, which makes orders and repairs more time-consuming. in context
• NICE states SD-WAN is most often paired with SIP but can also transport VoIP and WebRTC. in context
• 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 in context
• Softphone is the NICE CXone VoIP product and it can transport CXone calls on the B leg only. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Telephony in NiCE CXone. WarmTransfer. https://warmtransfer.net/knowledge/sources/nice-help-telephony-in-cxone

BibTeX

@misc{warmtransfer-nice-help-telephony-in-cxone,
  title  = {Telephony in NiCE CXone},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/nice-help-telephony-in-cxone},
  note   = {NICE, accessed 2026-09-25}
}