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Route calls from your NICE CXone contact center to a Bland agent. NICE and Bland already run a partner SIP trunk between CXone and Bland. You connect your CXone Business Unit (BU) to that trunk, then point numbers in your CXone routing at Bland.
NICE DEVone partner. Bland is a NICE DEVone technology partner. NICE built and tested the Bland trunk once, over TLS with SRTP, and adds each customer Business Unit to it. A new customer doesn’t need a new trunk or a repeat of the trunk testing.

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What works

  • Calls from CXone to your agent
  • US and EU connections, through us2.sip.bland.ai and eu2.sip.bland.ai
  • Returning the caller to CXone, arranged per deployment. See Return calls to CXone

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Prerequisites

  • A NICE CXone account, your Business Unit number, and your NICE Account Manager
  • Access to CXone Studio, or a NICE technical account manager who has it
  • A Bland account with SIP trunking enabled. If there is no SIP tab under Phone numbers, contact Bland support

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How the call flows

The DEVone trunk is multi-tenant. Bland’s partner connection is the parent, and your Business Unit is added as a child. NICE assigns your BU a block of routing numbers, and calls your Studio script sends to those numbers arrive at Bland. Billing for the SIP sessions stays between you and NICE. NICE bills your Business Unit for the sessions configured for it.

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Connect your Business Unit

1

Order SIP sessions from NICE

Ask your NICE Account Manager for a contract or addendum that adds SIP sessions for the Bland DEVone partner connection to your Business Unit. Include your BU number, how many concurrent calls you want to send to Bland, and the region: US, EU, or both.This is usually the longest step, so start it first.
2

NICE adds your Business Unit to the trunk

Once the addendum is signed, the NICE Connectivity team adds your BU to Bland’s partner trunk with the sessions you ordered. It assigns your BU a block of routing numbers for Bland, usually virtual numbers in the 999 range such as +1999xxxxxxx.Ask NICE to send the number range to you and to your Bland account team.
3

Bland attaches the numbers

Send your Bland account team the routing numbers and the Bland organization they belong to. Bland attaches them to your organization.Then assign an agent to each one. Go to All agents, then Dispatch, then Phone numbers, press Configure on the number, and pick the agent under Assignment.
4

Route calls in CXone

In CXone Studio, update the script for the point of contact that should reach Bland, so it sends the call to one of your Bland routing numbers. NICE has no template for this. Your CXone administrator or NICE technical account manager edits the script in your BU.
5

Test

From CXone MAX, dial a Bland routing number as a test user with the right skill, or call a point of contact linked to the updated script. The agent should answer.
You know it worked when the call shows up on the trunk’s Overview tab in Bland. NICE estimates one to two weeks from a signed addendum to working calls.

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Return calls to CXone

The DEVone trunk only carries calls from CXone to Bland. If the caller needs to come back to a CXone agent, the return path is set up for your deployment, for example through the CXone APIs and your Studio script. Talk to your Bland account team before you build the script, so both sides agree on the hand-back.

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Connection details

These are already configured on the partner trunk. They are listed for your network and security teams.
  • Endpoints: us2.sip.bland.ai (US) and eu2.sip.bland.ai (EU)
  • Transport: TLS 1.2 or higher, port 5061
  • Media: SRTP, UDP 16384 to 32768
  • Certificate: Let’s Encrypt. The ISRG Root X1 CA must be trusted
  • Number format: E.164
Bland’s IPs for each region are under Connection endpoints.

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Common failures

The call never left your Business Unit. Ask NICE to confirm routing from your BU to the Bland trunk is set up on the cluster your BU runs on.
NICE is sending to port 5060 or without TLS. Bland accepts TLS on port 5061 only. Ask NICE to check the trunk profile is still TLS.
The routing number isn’t attached to your Bland organization. Send the number range to your Bland account team.
The number points at a Bland hostname other than the production endpoints. Ask NICE to route to us2.sip.bland.ai or eu2.sip.bland.ai.
Media is blocked or not encrypted. Confirm SRTP is on and Bland’s media IPs are allowed.
The addendum isn’t signed yet. NICE can’t provision sessions until it is, so follow up with your NICE Account Manager.

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Next steps

Network and security

Bland’s regions, IPs, and TLS and SRTP.

Dispatch

Assign agents to your routing numbers.
Docs for agents: llms.txt