Add the Agent Noise Cancellation Extension

You can add the CXone Mpower Agent Noise Cancellation Extension to Google Chrome or Microsoft Edge. In both browsers, you can download it from the Chrome Web Store. You may see a pop-up when you sign in to CXone Mpower Agent prompting you to install the Agent Noise Cancellation Extension.

Add the Agent Noise Cancellation Extension to Google Chrome

  1. Navigate to Agent Noise Cancellation Extension Box with arrow indicating navigation to external site. in Google Chrome. This links to an external site that is not maintained by NICE.

  2. Click Add to Chrome.

  3. In the pop-up that appears, click Add extension.
  4. In the pop-up that appears asking for microphone access, click Allow.

Add the Agent Noise Cancellation Extension to Microsoft Edge

  1. Navigate to Agent Noise Cancellation Extension Box with arrow indicating navigation to external site. in Microsoft Edge. This links to an external site that is not maintained by NICE.

  2. If you haven't already enabled Chrome extensions for Edge, click Allow extensions from other stores in the blue bar at the top.

  3. Click Get.

  4. In the pop-up that appears, click Add extension.
  5. In the pop-up that appears asking for microphone access, click Allow.

Enable Microphone Access

If you already have the Agent Noise Cancellation Extension, and haven't granted it access to your computer's microphone, you will receive an error message when you log in to Agent with Integrated Softphone. The option Agent gives you to provide microphone access will be disabled.

The button that says Provide Microphone Access appears in gray.

To enable this option, follow the steps below for your browser.

In Google Chrome

  1. In the top right of Google Chrome, go to Options icon of three vertical dots. > Settings.

  2. In the left menu, click Privacy and security.

  3. Select Site settings.

  4. Under Permissions, click Microphone.

  5. In the Not allowed to use your microphone section, locate the Agent Noise Cancellation Extension. Click Remove icon of a trash can. next to it. This removes it from the list of extensions blocked from using your microphone.

  6. Click Extensions icon of a puzzle piece. in the top right.

  7. Next to Agent Noise Cancellation Extension, click More actionsIcon of three vertical dots. > Options.

  8. On the page that appears, click Provide Microphone Access.

    The button that says Provide Microphone Access appears in blue.

  9. In the pop-up that appears, click Allow. You can now use Integrated Softphone in Agent without errors.

In Microsoft Edge

  1. In the top right of Microsoft Edge, go to Settings and more icon of three horizontal dots. > Settings icon of a gear..

  2. In the left menu, click Cookies and site permissions.

  3. Scroll down to the All permissions section. Select Microphone.

  4. Under Block, locate the Agent Noise Cancellation Extension. Click Remove icon of a trash can. next to it. This removes it from the list of extensions blocked from using your microphone.

  5. In the top right, go to Settings and more icon of three horizontal dots. > Extensions icon of a puzzle piece..

  6. Next to Agent Noise Cancellation Extension, click More actions icon of three horizontal dots. > Extension options.

  7. On the page that appears, click Provide Microphone Access.

    The button that says Provide Microphone Access appears in blue.

  8. In the pop-up that appears, click Allow. You can now use Integrated Softphone in Agent without errors.

Enable Telemetric Data

If you use ChromeOS, you can enable Agent to access your device's telemetric data: processor name, CPU usage, and memory usage. This information appears in Settingsicon of a gear.. To enable this option, follow the steps below for your browser.

In Google Chrome

  1. In the top right of Google Chrome, click Extensions icon of a puzzle piece..

  2. Locate the Agent Noise Cancellation Extension. Click Options icon of three vertical dots. > Options next to it.

  3. Turn on Enable Telemetric Data.

    Under the Provide Microphone Access button, there's a toggle for Enable Telemetric Data.

In Microsoft Edge

  1. In the top right of Microsoft Edge, click Extensions icon of a puzzle piece..

  2. Next to Agent Noise Cancellation Extension, click More actions icon of three horizontal dots. > Extension options.

  3. Turn on Enable Telemetric Data.

    Under the Provide Microphone Access button, there's a toggle for Enable Telemetric Data.