Get Started in CXone Agent Integrated

You can use the CXone Agent Integrated browser extension in Google Chrome or Microsoft Edge. In both browsers, you can download it from the Chrome Webstore.

Add CXone Agent Integrated to Google Chrome

  1. Navigate to the Chrome Webstore: https://chrome.google.com/webstore.
  2. Search for CXone Agent. In the search results, select CXone Agent Extension.
  3. Click Add to Chrome in the top right.
  4. Chrome will install CXone Agent Integrated. It will appear under Extensions Puzzle piece icon. as CXone Agent Extension.

  5. Click Extensions Puzzle piece icon. in the top right of Chrome. Then select Manage extensions. Locate the CXone Agent Extension, and click Details. In the Site access section, use the drop-down to select one of the following options:

    • On click: On each website, a notification will appear asking to allow CXone Agent Integrated.

    • On specific sites: Enables you to make a list of websites that allow CXone Agent Integrated. This option prompts you to add at least one URL.

    • On all sites: CXone Agent Integrated appears on all websites.

  6. To pin CXone Agent Integrated to the Chrome menu in the top right corner, click Extensions Puzzle piece icon., then click Pin icon of a thumb tack. next to CXone Agent Extension.

  7. Go to Extensions Puzzle piece icon.. Then, next to CXone Agent Extension, click More options icon of three dots stacked vertically. > Options.

    1. Verify that the CXone Agent URL is one of the following:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/

    2. To dial phone numbers by clicking them in your browser, turn on Enable Click to Dial.

    3. Click Provide Microphone Access. If this option is disabled, you've already provided microphone access.

    4. To allow CXone Agent Integrated to display information about your ChromeOS device, turn on Enable Telemetric Data.

    5. Click Update.

Add CXone Agent Integrated to Microsoft Edge

Microsoft Edge allows you to download extensions from the Chrome Webstore. CXone Agent Integrated is only available in the Chrome Webstore, not in Edge Add-ons.

  1. Navigate to the Chrome Webstore: https://chrome.google.com/webstore.
  2. Search for CXone Agent. In the search results, select CXone Agent Extension.
  3. Click Get in the top right.
  4. Click Add extension in the window that appears.
  5. Microsoft Edge will install CXone Agent Integrated. It will appear under Extensions icon of a puzzle piece. as CXone Agent Extension.

  6. Click Extensions icon of a puzzle piece. in the top right of Edge. Then select Manage extensions. Locate the CXone Agent Extension, and click Details. In the Site access section, use the drop-down to select one of the following options:

    • On click: On each website, a notification will appear asking to allow CXone Agent Integrated.

    • On specific sites: Enables you to make a list of websites that allow CXone Agent Integrated. This option prompts you to add at least one URL.

    • On all sites: CXone Agent Integrated appears on all websites.

  7. To display CXone Agent Integrated in the Edge menu in the top right, go to extensions Extensions icon of a puzzle piece.. Then, next to CXone Agent Extension, click More actions icon of three horizontal dots. > Show in toolbar.

  8. Go to Extensions icon of a puzzle piece.. Then, next to CXone Agent Extension, click More actions icon of three horizontal dots. > Extension options.

    Options, the icon of three dots, next to CXone Agent Browser Extension is clicked. Another pop-up lists the option for Show in toolbar.

    1. Verify that the CXone Agent URL is one of the following:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/

    2. To dial phone numbers by clicking them in your browser, Enable Click to Dial.

    3. Click Provide Microphone Access. If this option is disabled, you've already provided microphone access.

    4. To allow CXone Agent Integrated to collect and display information about your ChromeOS device, Enable Telemetric Data.

    5. Click Update.

Sign in to CXone Agent Integrated

  1. Open a website that you configured to allow CXone Agent Integrated. Click the CXone Agent Integrated docking tab on the right.
    The CXone Agent Integrated docking tab, showing the NICE CXone logo.
  2. Enter your NICE CXone credentials and click Sign In.
  3. In the Voice Preferences window, select one of these options:
    • Set Phone Number, and enter your phone number.
    • Set Station ID, and enter your station ID.
    • Integrated Softphone.

    The login screen, showing these options: Set Phone Number, Set Station ID, and Integrated Softphone. Underneath, there is a Launch button.

  4. Click Launch.

Connect Agent Leg

Once you're logged in to CXone Agent Integrated, the status of your agent legClosed The portion of an interaction that takes place between CXone and the agent. will appear at the top. It will automatically connect when you receive an incoming call. You can also connect your agent leg manually by clicking Disconnected Icon of a broken chain link.. Your agent leg will then appear as Connected Icon of a connected chain link..