Install CXone Agent for Microsoft Teams

To install CXone Agent for Microsoft Teams, upload its ZIP file to Microsoft Teams. Then add CXone Agent for Microsoft Teams from the Apps page in Microsoft Teams.

Upload the CXone Agent for Microsoft Teams ZIP File

Your administrator may have completed this step for you. If CXone Agent for Microsoft Teams is already available on the Apps page in Microsoft Teams, skip to the next section.

  1. In CXone, click your initials Icon of your initials in a white circle. in the right corner of the CXone top navigation bar.

  2. Click Support & Downloads.

  3. Scroll down to Agent Applications. Find CXone agent for MS Teams. Click Download.

  4. In Microsoft Teams, click Apps in the left menu.
  5. Click Manage your apps at the bottom. Click Upload an app.
    The Manage your apps page in Microsoft Teams. The cursor hovers over the Upload an app option.
  6. In the Upload an app window, select Upload a custom app to upload the CXone Agent for Microsoft Teams ZIP file.
    The Upload an app window in Microsoft Teams, with two options: Upload a custom app, and Submit and app to your org.
  7. In the file explorer, select the CXone Agent for Microsoft Teams ZIP file.
  8. Click Add.

Add CXone Agent for Microsoft Teams from the Apps Page

  1. In Microsoft Teams, click Apps in the left menu.
    The Apps menu in Microsoft Teams, with a Search box at the top.
  2. Search for CXone Agent.

  3. Select the CXone Agent card, then click Add. The app installs to Microsoft Teams and appears in the left menu.

    CXone Agent for Microsoft Teams appears in the left navigation menu of Microsoft Teams. When clicked, it displays the CXone login page.
  4. To pin CXone Agent for Microsoft Teams, right-click on CXone Agent in the left menu and select Pin.

If you're experiencing technical issues with CXone Agent for Microsoft Teams, try:

  • Switching from classic Microsoft Teams to new Microsoft Teams. If you are already using new Microsoft Teams, try switching back to classic Microsoft Teams.

  • Using the browser version of Microsoft Teams.

  • Removing CXone Agent for Microsoft Teams, restarting Microsoft Teams, clearing your Microsoft Teams cacheBox with arrow indicating navigation to external site., then re-installing CXone Agent for Microsoft Teams.