Manage Fully Integrated Lightning Agent

Configure Call Center for Fully Integrated Lightning Experience

After assigning users to the call center profile, you must edit the call center to use fully integrated lightning experience.

  1. Click Setup in the upper right corner.
  2. Use the Search box to search for Call Centers, and then click Call Centers.
  3. If the Say Hello to Salesforce Call Center screen appears, click Continue.
  4. Locate the call center profile your users are assigned to and click Edit.
  5. Add /apex/icAgentConsole__agent to the CTI Adapter URL field.
  6. Set the Softphone Height to 700.
  7. Set the Softphone Width to 340.
  8. Set the Salesforce Compatibility Mode to Lightning.
  9. Click Save.

Assign CXone Mpower Permissions

Required permissions: Role Management Edit

The following instructions assume you've already created your user structure in CXone Mpower. If agents have more than one assigned role, you only need to enable these permissions in one of them. If you don't enable a login permission, agents may see an error or they may not see a way to log in to Salesforce Agent.

  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 Salesforce AgentAgent EmbeddedAgent for Microsoft Teams.
  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 Salesforce AgentAgent EmbeddedAgent for Microsoft Teams. Found in the Agent section.
    • Set Station ID: Prompts agents to enter a station ID to log in to Salesforce AgentAgent EmbeddedAgent for Microsoft Teams. Found in the Agent section.
    • Integrated Softphone: Allows agents to use Integrated Softphone to handle contacts in Salesforce AgentAgent EmbeddedAgent for Microsoft Teams. Found in the Salesforce Agent section.
  7. Click Save at the top.

Depending on your user structure, you may need to repeat these steps for other security profiles.