Add the Agent Application to Microsoft Teams

Requirements

Direct Routing must be enabled by Microsoft. Contact your supervisor to verify this requirement before adding the app.

Add Agent for Microsoft Teams

1. In Microsoft Teams, click Apps in the toolbar.
2. Search for NICE.
3. Select the NICE CXone Agent for Microsoft Teams card. The app will automatically download and install to your Teams instance.
4. If you want to, pin the app to your left-side toolbar by clicking the pin.

Access Agent for Microsoft Teams

1. In Microsoft Teams, click NICE in the toolbar.
2. In the heading of the NICE app, click NICE Workspace. the agent application launches as a tab that opens and closes from the toolbar. The corporate webpage also opens in the workspace with quick links and useful information.
3. Log in using the credentials set up by your administrator.

When a call comes into the system, Teams and the agent application display a notification.

Any social media, social networking, and other technology sites, applications, or products referenced in this topic are the property of their respective owners.