Manage Agent Access to Agent for SCV

The sections on this page describe how to configure and enable CXone Mpower Agent for SCV features for agents.

Configure Agent Login Options

  1. In CXone Mpower, click the app selector and select Admin.
  2. Go to Security Settings > Roles and Permissions.
  3. Select the role assigned to your agents who use the agent application.
  4. Click the Permissions tab.
  5. Click ACD.
  6. Enable at least one of these permissions to specify the options agents see when logging in:
    • Set Phone Number: Prompts agents to enter a phone number to log in to the agent application. Found in the Agent section.
    • Set Station ID: Prompts agents to enter a station ID to log in to the agent application. Found in the Agent section.
    • Integrated Softphone: Allows agents to use Integrated Softphone to handle contacts in the agent application. Found in the Agent section.
  7. Click Save at the top.

Enable Default Outbound Phone Skill for Multi-Skill Agents

Agents can set their default outbound phone skill in Agent for SCV. You must enable this for agents with multiple outbound voice skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Those agents must have the UserSkillSettings custom object permission assigned to them in Salesforce.

There are two ways to complete this process. Follow the steps based on how Setup icon of a lightning bolt inside a gear. > Profiles appears in your Salesforce instance:

For Classic View Profiles

If Setup icon of a lightning bolt inside a gear. > Profiles in your Salesforce instance appears in classic view, follow these steps.

  1. Log in to your Salesforce org.
  2. Click Setup icon of a lightning bolt inside a gear. in the top right corner in Salesforce. Launch the Setup application.
  3. Search for Profiles. Select the Profiles search result.
  4. Select the profile you use for agents.
  5. Click Edit.
  6. Scroll down to the Custom Object Permissions section. Next to UserSkillSettings, enable the Read, Create, Edit, Delete, and View All Records permissions.
  7. Click Save at the bottom.
  8. In that same profile, scroll down to the Field-Level Security section. Next to UserSkillSettings, click View.
  9. Click Edit.
  10. Enable Read Access and Edit Access for the following fields:
    • DefaultOutboundPhoneSkillId
    • User
  11. Click Save.

For Object Setting Layout Profiles

If Setup icon of a lightning bolt inside a gear. > Profiles in your Salesforce instance uses the object settings layout, follow these steps.

  1. Log in to your Salesforce org.
  2. Click Setup icon of a lightning bolt inside a gear. in the top right corner in Salesforce. Launch the Setup application.
  3. Search for Profiles. Select the Profiles search result.
  4. Select the profile you use for agents.
  5. Click Object Settings.
  6. Find UserSkillSettings. Click Edit.
  7. Enable the Read, Create, Edit, and View All permissions for UserSkillSettings.
  8. Click Save.
  9. In that same profile, click Field Permissions.
  10. Find UserSkillSettings. Click Edit.
  11. Enable Read and Edit for the following fields:
    • DefaultOutboundPhoneSkillId
    • User
  12. Click Save.

Enable Integrated Softphone

  1. Click the app selector icon of app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Select the role assigned to your agents who use Salesforce Agent.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to Salesforce Agent.

  6. Set Integrated Softphone as On.

  7. Set the Integrated Softphone Auto-Accept setting to specify whether Integrated Softphone answers calls for your agents.

    • Enable is not selected: Auto-accept is off.

    • Enable is selected and Agent Config is not selected: Auto-accept is on.

    • Enable and Agent Config are both selected: Auto-accept is enabled by default, but the agent can toggle it on and off in the agent application.

    You must also have the Default Presence Configuration in Salesforce configured to Allow agents to decline work requests.

  8. Click Save.

Enable Mask

  1. In CXone Mpower, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use the agent application.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Masking permission.

  6. Click Save at the top.

Enable Multiparty Conferencing

You can enable agents to conference with more than two additional parties.

  1. In CXone Mpower, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use the agent application.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section, and select the Multiparty Conferencing View permission.

  6. Click Save.

You can set a limit for the number of parties that can be in a conference call. This is configured in the Details tab of your Business Unit settings (ACD > ACD Configuration > Business Units > Maximum Number of Conference Parties (including Agent)).

Enable Mute

  1. In CXone Mpower, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Open the role assigned to your agents who use the agent application.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Mute permission.

  6. Click Save.

Enable Noise Cancellation

Follow these steps to enable Noise Cancellation for your system. When that's complete, Noise Cancellation controls appear for agents.

Enable Record

  1. In CXone Mpower, click the app selector and select Admin.

  2. Go to Security Settings > Roles and Permissions.

  3. Select the role assigned to your agents who use the agent application.

  4. Click the Permissions tab, then click ACD.

  5. Scroll down to the Agent section. Enable the Record Contact permission.

  6. Click Save.