Connecting Nextiva to Neo

You connect one Nextiva account, the one whose call centers your agents work on.

1. Ask Nextiva for API access

Nextiva turns on its API (BroadWorks XSI) for an account through a Nextiva Solution Engineer. Ask your Nextiva account representative to engage one, and say it is for Neo to read call centers and change agents’ sign-in state. Nextiva gives you the address of your account’s XSI server, such as xsp9.myvoice.nextiva.com. Neo signs in with a BroadWorks user ID and password.

Login	What Neo reaches
A group administrator (recommended)	Every user in the group: each agent’s state, sign-in and sign-out, call logs and call settings
A call center supervisor	The call centers it supervises and their agents and queues

For a user’s BroadWorks login, open NextOS, go to Users, select the user, then Actions > Voice Settings > Advanced Settings > Custom Integrations, and click Email login credentials.

Open Integrations

In the Neo Dashboard, open Integrations and find the Nextiva card, under Communication.

Save the login

Enter the XSI server, the user ID and the password, and click Save settings. Neo checks the login against the XSI server before saving, so a wrong password, or a login Nextiva has not turned XSI on for, is rejected straight away.

If the password of this login changes, Neo loses access until you save the new one here.

4. Turn Nextiva on per agent

Open the agent, go to the Integrations section, and pick an access profile for the Nextiva block, or set each area yourself:

Area	Access levels you can pick	Notes
Users and Directories	Disabled, Read Only	Users, registrations and the phone directories.
Call Center Agents	Disabled, Read Only, Read / Write	Each agent’s state and call centers; signing agents in or out and joining or leaving a call center.
Call Center Queues	Disabled, Read Only, Read / Write	Calls waiting in each queue; transferring, promoting or releasing one.
Call Center Routing Policies	Disabled, Read Only, Read / Write	Night service and forced forwarding, which send every caller elsewhere while on.
Call Logs	Disabled, Read Only	Each user’s placed, received and missed calls. Neo never deletes call logs.
Live Calls	Disabled, Read Only, Read / Write	Calls in progress and call control: dial, hold, transfer, park, hang up, dispositions, conferences, and Meet-Me bridges and Collaborate rooms.
Call Monitoring and Recording	Disabled, Read Only, Read / Write	Silent monitoring, coaching, barge-in, and starting or stopping recordings.
User Call Settings	Disabled, Read Only, Read / Write	Forwarding, do not disturb, simultaneous ring and the other call settings, schedules and devices.
Voicemail	Disabled, Read Only, Read / Write	Voicemail messages and settings, message waiting settings, and faxes.
Route Points	Disabled, Read Only, Read / Write	Route points of an external call distribution system.
Portal Passwords	Disabled, Read / Write	Changing a user’s portal password. Always asks a technician.

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read	Signing agents in or out and changing call settings. Queue, call, voicemail and password changes are off
IT Admin	Every read, agents, queues, routing policies, live calls, call settings, voicemail and route points	Monitoring, recording and portal passwords
Full Automation	Every read, and every write except portal password changes	Portal password changes

See Nextiva API for what the agent can read and change.

Getting started

Core

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Integrations

Product

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Customizing Neo

Connecting Nextiva to Neo

1. Ask Nextiva for API access

4. Turn Nextiva on per agent

​1. Ask Nextiva for API access

​2. Choose the login Neo uses

​3. Add the login in Neo

​4. Turn Nextiva on per agent

1. Ask Nextiva for API access

2. Choose the login Neo uses

3. Add the login in Neo

4. Turn Nextiva on per agent