Configure CXone Softphone Settings

Configure Incoming Call Alerts and Sounds

You can enable or disable visual alerts and sounds that occur when you receive an incoming call. It is best to have alerts and sounds enabled at all times to avoid missing calls.

1. Click Softphone > Preferences.
2. Click the Alerts & Sounds tab.
3. Select the Alerts tab.
   1. To enable alerts, select the Enable Alert Displays checkbox and the For an Incoming Call checkbox.
   2. To disable alerts, clear the Enable Alert Displays checkbox.
4. Select the Sounds tab.
   1. To enable sounds, select Enable Sounds. Select the events for which you want a sound to play from the following: 
      • For an Incoming Call — When a new call comes in.
      • For Call Waiting — When a call comes in and you are already handling another call.
      • For Auto Answer — If you have auto answer enabled, when CXone Softphone automatically answers an incoming call for you.
      • For Hangup — When the contact hangs up the phone.
   2. To disable all sounds, clear the Enable Sounds checkbox.
   3. To disable sounds for certain events, clear the corresponding checkboxes as described in the preceding steps.
5. Click OK.

Enable Auto Answer

You can enable CXone Softphone to automatically answer any calls you receive without your having to click the accept icon. It is not recommended that you enable this feature because you can miss connected calls if you step away without turning it off.

1. Click the down arrow to the right of the volume control bar.
2. Select Auto Answer. A blue phone with lightning icon appears to the right of the volume control bar to indicate that auto answer is enabled. You can also de-select this setting to disable auto answer.

Select Your CXone Softphone View

1. Click View.
2. Select each of the three display options that you want to be available in your instance of CXone Softphone from the following:
   • Show Dialpad — Makes the dialpad viewable when the dialpad icon is selected in CXone Softphone. You do not need this enabled because you cannot dial calls from CXone Softphone. You must dial all calls from MAX.
   • Show Contacts — Makes the contact list viewable when the contacts icon is selected in CXone Softphone. The contact list is for reference only in CXone Softphone since you can only initiate calls from MAX.
   • Show Call History — Makes the call history list viewable when the call history icon is selected in CXone Softphone. The call history list is for reference only in CXone Softphone since you can only initiate calls from MAX. The history shows the last 24 hours or first 100 records, whichever is greater.

   A checkmark indicates selection. Click an option again to disable it from your view.

Set Your Preferred Language

You can configure the CXone Softphone application to display the supported language of your choice. Note, however, that the only settings in this window that are applicable to NICE CXone CXone Softphone are Languages and Launch When Windows Starts. The other settings do not apply.

1. Click Softphone > Preferences.
2. Click the Application tab.
3. Under General Preferences, click the Languages drop-down to open it. Click to select the language you want displayed in CXone Softphone. Supported languages include German, English (US), Spanish, French, Italian, Japanese, Dutch, Portuguese (Brazil), Russian, and Chinese (Simplified).
4. Click OK.

Set CXone Softphone to Launch when Windows Starts

You can configure the CXone Softphone application to automatically open when Windows starts from the application preferences page in the application. Note, however, that the only settings in this window that are applicable to NICE CXone CXone Softphone are Languages and Launch When Windows Starts. The other settings do not apply.

1. Click Softphone > Preferences.
2. Click the Application tab.
3. Under General Preferences, select the Launch When Windows Starts checkbox. To remove this setting and manually open the application from the Windows desktop or Start menu, clear the checkbox.
4. Click OK.