Add the CXone Agent WebRTC Extension

If you select Integrated Softphone when you log in to CXone Agent for Microsoft Teams, you will be prompted to add the CXone Agent WebRTC Extension to your browser, if you haven't already. The CXone Agent WebRTC Extension ensures that your connection remains stable while your browser is loading. It also ensures that:

  • Your calls aren't dropped or interrupted, even when other applications that require lots of system power are running in your browser.

  • Your agent legClosed The portion of an interaction that takes place between CXone and the agent. stays connected, even if your browser is refreshed. This is because the CXone Agent WebRTC Extension operates in a separate browser window.

  • Your incoming calls aren't automatically refused.

  • You can accept incoming calls. If auto-accept is enabled in Settings icon of a gear. and your agent leg is connected, you will automatically receive calls without clicking Accept.

The CXone Agent WebRTC Extension is supported in Google Chrome and Microsoft Edge. In both browsers, you can download it from the Chrome Webstore.

Some information is passed from CXone to the CXone Agent WebRTC Extension to establish a voice path. The extension doesn't collect any personal, login, or browser data.

A pop-up that says Install Softphone Extension, with buttons for Do Not Remind Me and Remind Me Later.

Add the CXone Agent WebRTC Extension to Google Chrome

  1. Navigate to CXone Agent WebRTC 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.

    The CXone Agent WebRTC Extension in the Chrome Webstore. The cursor hovers over 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 CXone Agent WebRTC Extension to Microsoft Edge

  1. Navigate to CXone Agent WebRTC 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.

    The CXone Agent WebRTC Extension in the Chrome Webstore. The cursor hovers over 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 CXone Agent WebRTC Extension, and haven't granted it access to your computer's microphone, you will receive an error message when you log in to CXone Agent for Microsoft Teams with Integrated Softphone. The option CXone Agent for Microsoft Teams 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 CXone Agent WebRTC Extension. Click Removeicon of a trash can. next to it. This removes it from the list of extensions blocked from using your microphone.

    CXone Agent WebRTC Extension is listed under Not allowed to use your microphone. The cursor hovers over the Remove icon of a trash can.

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

  7. Next to CXone Agent WebRTC 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 CXone Agent for Microsoft Teams without errors.

    The pop-up says CXone Agent WebRTC Extension wants to use your microphone. The buttons say Allow and Block.

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 CXone Agent WebRTC Extension. Click Remove icon of a trash can. next to it. This removes it from the list of extensions blocked from using your microphone.

    CXone Agent WebRTC Extension is listed under Block. The cursor hovers over the Remove icon of a trash can.

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

  6. Next to CXone Agent WebRTC 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 CXone Agent for Microsoft Teams without errors.

    The pop-up says CXone Agent WebRTC Extension wants to use your microphone. The buttons say Allow and Block.

Enable Telemetric Data

If you use ChromeOS, you can enable CXone Agent for Microsoft Teams to access your device's telemetric data: processor name, CPU usage, and memory usage. This information appears in Settings icon 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 CXone Agent WebRTC 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 CXone Agent WebRTC 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.