Integrated Softphone for Administrators

Integrated Softphone provides embedded communications as a seamless component of the agent application for inbound and outbound phone skills. It allows your agents to make clear web-based voice calls as an alternative to desktop VoIPClosed Protocol used for conducting communications and multimedia sessions over the Internet. softphones or hard phones with the same rich telephony features without ever leaving the browser. Integrated Softphone is supported in MAX, Agent for Oracle Service Cloud, and Agent for Salesforce.

The MAX Integrated Softphone differs from other softphone solutions because it allows the agent to handle interactions completely within MAX— agents select Integrated Softphone as an option when launching MAX, customize the Integrated Softphone-specific settings, handle contacts solely through MAX, and so forth. This is possible because the voice path passes through Agent using the browser capabilities (WebRTC). MAX Integrated Softphone also requires a valid communications device.

The Agent for Salesforce Integrated Softphone supports the Classic and Fully Integrated Lightning Agent for Salesforce user interfaces. If you open multiple tabs within Salesforce while using Integrated Softphone, Agent for Salesforce may not update and could potentially disconnect the call.

Your CXone Account Representative must enable Integrated Softphone for your contact center if you want to use it. Once it is enabled, you must configure it on each agent workstation.

If an agent refreshes the agent application browser window during a call, the call can disconnect. The connection loss usually only lasts a few seconds before it reconnects, but sometimes the call can disconnect completely.

Configure Integrated Softphone

  1. If you have not already done so, enable Integrated Softphone in your contact center by contacting your CXone Account Representative.
  2. Verify that your firewall, and the agent workstation firewall, enable the required WebRTC ports and protocols.
  3. Verify that the agent workstation is using a supported browser.

  4. Enable the microphone in the browser.

    1. Click the menu button in the top right corner of the browser.

    2. Click Settings.

    3. Scroll to the bottom of the page and click Show advanced settings.

    4. Locate the Privacy section and click Content Settings.

    5. Select the microphone you want to use from the drop-down. Select the Ask when a site requires access to your microphone radio button.

    6. Click Done.

    7. Reload MAX, Agent for Salesforce, or Agent for Oracle Service Cloud.

  5. Enable the softphone in the agents' security profiles.
  6. Instruct agents to select Integrated Softphone when they log in to MAX, Agent for Salesforce, or Agent for Oracle Service Cloud.