Configure CXone Agent for Microsoft Teams Settings

This page describes the tasks you can complete in Settings in CXone Agent for Microsoft Teams. CXone Agent for Microsoft Teams automatically saves your changes to these settings. It remembers them even if you clear your browser's cache and cookies.

Change the Default Call Volume

This setting only applies to Integrated Softphone.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Adjust the volume slider under Softphone.
4. CXone Agent for Microsoft Teams automatically saves your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Enable Auto Accept to allow Integrated Softphone to answer incoming calls.
4. CXone Agent for Microsoft Teams automatically saves your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Select a Ringtone for Integrated Softphone from the drop-down. Click Play Ringtone to hear an audio sample.
4. CXone Agent for Microsoft Teams automatically saves your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Select a Secondary Device from the drop-down to serve as backup for handling voice interactions. Click Play Ringtone to test the secondary ringer.
4. Select a number, 0–10, from the Delay Seconds drop-down to specify how many seconds you want the system to wait before playing a ringtone to your secondary ringer.
5. CXone Agent for Microsoft Teams automatically saves your changes.

Enable Noise Cancellation

When Noise Cancellation is enabled, Settings includes controls for reducing the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing makes calls more professional. It also enables you to better focus on your calls.

1. Make sure Noise Cancellation is enabled for your system. Your administrator can help with this.

2. In CXone Agent for Microsoft Teams, click Settings in the left menu.
3. Select the Login & Voice Preferences tab.
4. To turn on Noise Cancellation for your side of calls, enable the toggle next to the microphone icon . Adjust the Sensitivity level.
5. To turn on Noise Cancellation for the contact's side of calls, enable the toggle next to the speaker icon . Adjust the Sensitivity level.
6. CXone Agent for Microsoft Teams automatically saves your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.

2. Select the A/V Notifications tab.

3. Find the Audio Notifications section.
   • To hear a tone when you receive a message from another agent, enable New Agent Message.
   • To hear a tone when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
   • To hear a tone when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
   • To hear a tone when a chat or call ends, enable End Chat or Call.
4. In the drop-down next to each setting, select the tone you want to hear for each event. There are ten tones to choose from. Click Listen to play a sample.

Set Up Notification Pop-Ups

You can enable settings to see notification pop-ups for different events.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.

2. Select the A/V Notifications tab.

3. Find the Visual Notifications section.
   • To see a pop-up notification when you receive a message from another agent, enable New Agent Message.
   • To see a pop-up notification when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
   • To see a pop-up notification when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
   • To see a pop-up notification when a chat or call ends, enable End Chat or Call.

Change Where Screen Pops Open

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.

2. Select the Display & Keyboard tab.

• To have screen pops display in an external browser page, enable Panel Open in Browser.

• To have screen pops display in Screen Pops inside CXone Agent for Microsoft Teams, disable Panel Open in Browser.

3. CXone Agent for Microsoft Teams automatically saves your changes.

Choose to Send or Not Send with Enter Key

You can choose how the Enter key on your keyboard behaves when you're writing messages.

1. In CXone Agent for Microsoft Teams, click Settings in the left menu.

2. Select the Display & Keyboard tab.

3. In the Send with Enter drop-down, select one of the following options:

   • All channels: Send all messages using the Enter key.

   • All channels except email: Send all messages except emails using the Enter key. When you're writing emails, Enter starts a new line.

   • No channels: Don't send messages using the Enter key. Instead, Enter starts a new line.

4. CXone Agent for Microsoft Teams automatically saves your changes.

View Supported Keyboard Shortcuts

Settings displays the keyboard shortcuts you can use in CXone Agent for Microsoft Teams. Go to Settings in the left menu, then select the Display & Keyboard tab. Scroll through the table in the Keyboard Shortcuts section. There are 49 supported shortcuts. They are supported in MacOS and Windows operating systems and Edge and Chrome browsers.

View Information

The Information tab in Settings displays details about your current session, including:

• Network Status: The performance of the connection between CXone Agent for Microsoft Teams and the NICE CXone servers. If the connection is poor, a warning icon appears next to Settings . When the connection issue is resolved, a pop-up message appears. It indicates that you can now interact with contacts in real time.

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• Telemetric Data: If you use ChromeOS, this section displays your device's processor name, CPU usage, and memory usage. You must enable this.

• General Information: Information about you (Agent Name, Displayed Username, Agent ID, and so on) and your CXone Agent for Microsoft Teams instance (Version, Session ID, Caller ID, and so on).

• Interaction Routing: Information about how contacts are routed to you. This includes the maximum number of contacts you can handle at a time, your routing method (static or dynamic/omni), if you can request interactions, and if CXone Agent for Microsoft Teams automatically focuses on incoming interactions.

• Logging Configuration: In the Log Level drop-down, you can select the level of console log data you want to be passed from CXone Agent for Microsoft Teams to NICE CXone Technical Support to help with troubleshooting.

This page is helpful for verifying session information and troubleshooting. Your administrator may ask you to navigate to this page to share these details. To do so, click Settings in the left menu, then select the Information tab.

View Skill Assignments

The Agent Skills page in Settings displays the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you're currently assigned to. Use the search bar at the top to search for a specific skill. Click Filter to filter by Media Type, including:

• Chat

• Digital

• Email

• Voice

• Voicemail

To navigate to the Agent Skills page, click Settings in the left menu, then select the Agent Skills tab.