Noise Cancellation

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.

Noise Cancellation is a voice solution that reduces the background noises and echoes from either the agent or contact side of a voice interaction, or from both. This provides your agents and contacts with a more professional interaction without the distraction of other voices, traffic, typing, or other sounds. It does this without any latency. Noise Cancellation works with any headset, but wired USB headsets work best.

To enable Noise Cancellation, you must:

  1. Contact your Account Representative and ask them to turn on Noise Cancellation for your system.

  2. When your Account Representative gives you a list of domains, add them to your allowlist. This enables your system to access the Noise Cancellation API.

  3. If your agents use CXone Mpower Agent, CXone Mpower Agent Embedded, or CXone Mpower Agent for Microsoft Teams, instruct them to add the CXone Mpower Agent Noise Cancellation Extension to their browsers.

When you finish those steps, Noise Cancellation controls are enabled for all agents using CXone Mpower Agent Suite applications or Agent for Service Cloud Voice. Noise Cancellation isn't currently available for any other agent application. The agent application controls include a checkbox and slider for the agent side and a checkbox and slider for the contact side. This lets the agent control the enablement and intensity of noise reduction separately for each party. The contact doesn't have any Noise Cancellation controls.

If you're a CXone Mpower partner enabling Noise Cancellation for your customers, you can do so using these steps:

  1. Log in to your Tenant Management-enabled account.

  2. Click the app selector icon of app selector and select Tenant Management.

  3. Scroll or search for the customer's tenant. Click the tenant to open it.

  4. Click the Applications & Features tab.

  5. In the ACD row, click Configure Icon of a gear.

  6. Select the checkbox for Integrated Softphone Noise Cancellation for Agent.

  7. Click Next >. Click Finish.

  8. Scroll up and Save the tenant profile.

Noise Cancellation is licensed separately. For more information, talk to your Account Representative.