Configure CXone Agent Integrated Settings

Change the Default Call Volume

This setting only applies to Integrated Softphone.

1. In CXone Agent Integrated, click More > Settings.
2. Select Login & Voice Preferences from the drop-down.
3. Adjust the volume slider under Softphone.
4. CXone Agent Integrated will automatically save your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone.

1. In CXone Agent Integrated, click More > Settings.
2. Select Login & Voice Preferences from the drop-down.
3. Enable Auto Accept to allow Integrated Softphone to answer incoming calls.
4. CXone Agent Integrated will automatically save your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

1. In CXone Agent Integrated, click More > Settings.
2. Select Login & Voice Preferences from the drop-down.
3. Select a Ringtone for Integrated Softphone from the drop-down. Click Play Ringtone to hear an audio sample.
4. CXone Agent Integrated will automatically save your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

1. In CXone Agent Integrated, click More > Settings.
2. Select Login & Voice Preferences from the drop-down.
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 Integrated will automatically save your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events. CXone Agent Integrated automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

1. In CXone Agent Integrated, click More > Settings.

2. Select A/V Notifications from the drop-down.

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. CXone Agent Integrated automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

1. In CXone Agent Integrated, click More > Settings.

2. Select A/V Notifications from the drop-down.

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 Integrated, click More > Settings.

2. Select Display & Accessibility from the drop-down.

• 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 Integrated, disable Panel Open in Browser.

3. CXone Agent Integrated will automatically save your changes.

View Supported Keyboard Shortcuts

Settings displays the keyboard shortcuts you can use in CXone Agent Integrated. Go to More > Settings, then select Display & Accessibility from the drop-down. 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.

Enable Click to Dial

Click to Dial enables you to dial phone numbers by clicking them in your browser.

1. In Google Chrome:

   1. Go to Extensions .

   2. Click Options next to CXone Agent Browser Extension.

   3. Turn on Enable Click to Dial.

   4. Click Update.

2. In Microsoft Edge:

   1. Click Extensions .

   2. Click More actions next to CXone Agent Extension, then select Extension options.

   3. Turn on Enable Click to Dial.

   4. Click Update.

Enable Telemetric Data

This allows CXone Agent Integrated to collect information about your ChromeOS device. CXone Agent Integrated displays this information under Settings > Information > Telemetric Data.

1. In Google Chrome:

   1. Go to Extensions .

   2. Click Options next to CXone Agent Browser Extension.

   3. Turn on Enable Telemetric Data.

   4. Click Update.

2. In Microsoft Edge:

   1. Click Extensions .

   2. Click More actions next to CXone Agent Extension, then select Extension options.

   3. Turn on Enable Telemetric Data.

   4. Click Update.

View Information

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

• Network Status: The performance of the connection between CXone Agent Integrated 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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• General Information: Information about you (Agent Name, Displayed Username, Agent ID, and so on) and your CXone Agent Integrated 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 Integrated 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 Integrated 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 More > Settings, then select Information from the drop-down.

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 More > Settings, then select Agent Skills from the drop-down.