Manage Agent Access to Agent for SCV

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

Configure Agent Login Options

  1. In CXone, 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 Integrated Softphone

  1. 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 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 Mute

  1. In CXone, 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 Mask

  1. In CXone, 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 Record

  1. In CXone, 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.

Enable Multiparty Conferencing

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

  1. In CXone, 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.

Enable Noise Cancellation

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 for your system, you must: 

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

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

Once you finish those steps, Noise Cancellation controls are enabled for all agents using 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 NICE CXone 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 and select TM.

  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 BYOT/SCV Agent.

  7. Click Next>. Click Finish.

  8. Scroll up and Save the tenant profile.