Set Up Integrated Softphone in CXone Agent

Integrated Softphone allows agents to make clear, web-based voice calls with CXone Agent without leaving their browser. It is an alternative to desktop VoIPClosed Protocol used for conducting communications and multimedia sessions over the Internet. softphones or hard phones, and has the same rich telephony features.

First, your CXone Account Representative must enable Integrated Softphone for your contact center. Once it is enabled, you must configure it on each agent workstation.

If an agent refreshes the agent application browser window during a call, the call can disconnect. The connection loss usually only lasts a few seconds before it reconnects, but sometimes the call disconnects completely.

Configure Integrated Softphone for an Agent

  1. If you have not already done so, contact your CXone Account Representative to enable Integrated Softphone in your contact center.
  2. Verify that your firewall and the agent workstation firewall have the required WebRTC ports and protocols:
    • HTTPS Port 443
    • UDP Ports 1024-65535
  3. Verify that the agent workstation is using a supported browser.

  4. Enable the microphone in the browser.

    1. Click the menu button in the top right corner of the browser.

    2. Click Settings.

    3. Scroll to the bottom of the page and click Show advanced settings.

    4. Locate the Privacy section and click Content Settings.

    5. Select the microphone you want to use from the drop-down. Select the Ask when a site requires access to your microphone radio button.

    6. Click Done.

    7. Reload CXone Agent.

  5. Enable Integrated Softphone in the agent's role.
  6. Instruct the agent to select Integrated Softphone when they log in to CXone Agent.