Configure Agent Integrated Settings

This page describes the tasks you can complete in Settings in CXone Mpower Agent Integrated. Agent Integrated 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 Agent Integrated, click More > Settings.
2. Select Login & Voice Preferences from the drop-down.
3. Adjust the volume slider under Softphone.
4. Agent Integrated automatically saves your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone.

1. In 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. Agent Integrated automatically saves your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

1. In 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. Agent Integrated automatically saves your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

1. In 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. Agent Integrated 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 Agent Integrated, click More > Settings.
3. Select Login & Voice Preferences from the drop-down.
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. Agent Integrated automatically saves your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events. To hear these audio notifications, you must perform an action in Agent Integrated, such as clicking a menu icon or changing your agent state The availability status of an agent. Browsers require you to interact with web applications before allowing audio notifications from them. If you launch Agent Integrated and receive a new interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., but haven't yet interacted with the agent application, no audio notification occurs.

1. In 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.

1. In 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

Depending on how your administrator has configured screen pops, following the steps below may not change where they open. Some screen pops always open in a new browser tab or window.

1. In Agent Integrated, click More > Settings.

2. Select Display & Keyboard 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 Agent Integrated, disable Panel Open in Browser.

3. Agent Integrated 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 Agent Integrated, click More > Settings.

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

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. Agent Integrated automatically saves your changes.

View Supported Keyboard Shortcuts

Settings displays the keyboard shortcuts you can use in Agent Integrated. Go to More > Settings, then select Display & Keyboard 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 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 Agent Extension, then select Extension options.

   3. Turn on Enable Click to Dial.

   4. Click Update.

Enable Telemetric Data

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

1. In Google Chrome:

   1. Go to Extensions .

   2. Click Options next to 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 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 Agent Integrated and the CXone Mpower 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 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 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 Agent Integrated to CXone Mpower 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.