Launch CXone and Log in

1. Use the CXone Icon to launch the CXone URL (https://cxone.niceincontact.com/) in your Chrome Browser.
   
   
   
   
2. Enter your Username in Cinch Email Format and click Cinch SSO to login.
   The first time you log in you may need to click Next, if prompted for a password advise leadership.
   
   
   
   
3. The first time you login a pop-up will request access to use your microphone, click Allow while visiting the site.
   
   
   
   
4. You may see a pop-up to Install Softphone Extension.
   This is required, click "Click here for details" and add the Chrome Extension. 
   Work with your leadership and IT if unable to update.
   
   
   
   Click Add to Chrome and Add Extension
   
   
   
   
5. Once logged in you will be in the CXone main page.
   Click the App Selector "waffle" to get to the Agent application. Depending on your role additional options may display.
   
   
   
   
6. Click on Agent in the App Selector to open the CXone Agent phone application.
   Launching the Agent Application which will open to an Unavailable Status is how you "Clock In" for your shift.
   
   
   
   
7. Anyone utilizing the Agent Softphone will install the NICE CXone App:
   In the Chrome Agent Softphone session, click the Computer Screen icon, click Install, Click Yes to pin the new NICE icon to your desktop toolbar:
   
   

Agent Menu

Agent Menu	Function
1 - Contact History	Displays recent Inbound and Outbound calls. You can use the Contact History list to Call someone Back who may have accidentally disconnected. Hover over the number to call back and click Callback, you then may need to select the Outbound Skill from the dropdown list, and click Callback to initiate the outbound call.
2 - Outbound Call	This will open the Directory search field to enter the Department Skill, Frequently Dialed company needed, or type in the Phone Number with the area code first to make the outbound call. If making an Outbound call without being on an active call, enter the external number and click Voice Call.
3 - Queue	Inside Queue Counter you can click Inbound Voice to view calls and how many agents are available in each skill you are assigned.  If your department uses Voicemail you may access your VM here.
4 - Directory	Our Directory will house internal contact information where you may search by Department Skill, Frequently Dialed Numbers, or Agent.

Click the Settings Gear icon to make sure Panel Open in Browser is turned Off:

Agent Status

Inside the Agent application you will begin in an Unavailable status.

1. Access the list of Status Codes by Hovering over your Profile Section.
   
1. If you are Not in Available when you hover over your profile, it will reflect Go Available.
   
2. If you click Go Available then you will be put in an Available status.
   
2. Select the appropriate Status based on your scheduled or unscheduled event. See Codes below.
   
1. If you have specific Department Status codes they will reflect along with the main codes.
   
3. Log Out for your scheduled Meal.
   
4. ACW_Outbound is Only to be used when an Outbound Call is required during ACW.
   

1. Break
   
2. Coaching
   
3. Group Meeting
   
4. Offline Leader Approved
   
5. Training

1. Break
   
2. System Issues
   

If your department has a longer list of Status Codes you can Search for the one you need and click the star to add statuses to a Favorites list at the top.
This list does not save when you log out. 

 

Inbound Call - Screen Pop (CTI)

1. Inbound Call:
   
1. You will hear a Beep and the call will be Active 
   
2. You will Not be Muted 
   
3. The softphone will open on the left displaying the Calling Number, Call Status, and your Call Management Buttons
   
2. Screen Pop (CTI):
   
1. The Caller information verified through the IVR will display in the first tab of the App Space section.
   
2. If the caller was not verified through the IVR only the Calling Number will display. 
   
3. The number of fields and customer information displayed may differ depending on your department.
   
   

TS&R Example:

Call Management

Consult (Warm Conference) Or Transfer (Cold) - Directory

1. While on an active call you must first place the caller on Hold, the Hold Timer will display.
   
2. Then click the Consult/Transfer button.
   
3. This will open the Directory to the right in the App Space.
   To call an External Number, type in the Area Code and Phone Number in the search field and hit Enter on your keyboard.
4. The option to initiate a Consult or Transfer will populate below.
   Clicking Transfer here will Cold Transfer the call.
   
   
   
   
5. After typing in your external phone number and selecting Consult, the New Outbound Call will display.
   
6. The Mute and Mask buttons will be above your call lines and the Dial Pad can be accessed on the left.
   
   
   
   
7. Your call controls for each line to Hold, Resume, or Hang Up will be on the right.
   
8. To Cold Transfer click the Transfer button.
   
9. If ready to complete the Warm Conference you will click the Conference button.
   
   
   
   
   
10. Once you have introduced both parties and are ready to leave the conference, click Leave. Do Not click the drop down and select End the Call as this will hand up on all parties.
    
11. The Hang Up buttons for each line should only be used in the event there is an issue with 1 caller on the line and the line needs to be dropped from the call.
    
    
    

CXone 3 line limit

1. Line 1: You the Agent
   
2. Line 2: Customer on Hold
   
3. Line 3: Outbound call to Service Provider
   We are unable to transfer only the SP to Authorizations due to the maximum line limit.

Internal Department Skill

1. After initiating a Consult/Transfer, in the Directory Search field type in "XFR" to populate the list of internal Department Skills to choose from.
2. Click Load More to see full list.
3. Hover over the correct Department Skill needed and click Call.
   
   
   
   
4. The new line will then populate showing the internal Department Skill on the call to complete your Consult or Transfer.
   
   

Outcomes/Disposition

When ready to receive your next Inbound Call, or return Off Phone to make your next Outbound Call, depending on your role, you will select the Outcome Disposition to end ACW and go into the next status selected.

This Disposition does Not replace the Call Log Activity at this time.

Scheduled Event:

1. If you have a Scheduled event taking place after your current call, while still on the Active Call you must select your After That Status.
   
2. Your profile section will reflect ACW as Up Next and the status you selected as your After That Status.
   
3. When the call ends you will be in ACW until you select the Disposition.
   
4. Once the disposition is selected you will then be in the After That Status you selected.
5. If you are already in ACW you must remember to select your Next Status before entering the disposition if Not going Available or into your previously selected status. The system will not reflect the status you select until you actually enter the disposition. This is why selecting during an active call is best.
   
6. Reminder if an Outbound Call is required during ACW select the ACW_Outbound Status before entering the Disposition. 

If you are to Log Out for Meal or the End of your Shift, Do Not Select the Outcome Disposition and instead just Log Out.

Outcome Disposition Selection

1. The Outcomes pop-up will automatically display. You can also access it by clicking the Outcome Button. The Purple Check Box shows an Outcome Selection Timer.
   
   
   
   
2. Click the Disposition Dropdown to select Documentation_Complete.
   
3. Click Save.
   
   

Log Out

1. Select Log Out under the Agent Statuses, a Log Out Confirmation pop-up asks Are you sure you want to log out?
   
2. Click Log out to confirm.
   
   
   
   
3. CXone Sign Out: At the End of your Shift, in the CXone Main Page click your Profile Icon and select Sign Out. A Sign Out? Confirmation pop-up will display.
   
4. Click Yes to sign out.
   
   

Voicemail - CXone Attendant

1. Select CXone Attendant in the App Selector.
   
   
   
   
2. In the Recordings tab, enter your Cell Number for CXone Attendant to call you for VM setup. Use the buttons on screen to Record and Listen to Greetings. 
   
   
   
   
3. When a VM is received you will get an Email with the file. 
   
   

Supervisor - VM Review

1. Select ACD in the App Selector.
   
   
   
   
2. Select Browse ACD Files in the menu on the left, select VM, then VoiceMails. 
   Search by the agent's Extension which will be the first series of numbers in the VM wav file.
   
   
   

CXone: Our New Softphone Training Course