Manage Access to Apps

CXone includes some applications you must turn on for users in your contact center. For each application, users must be assigned to a security profile with that product turned on. Some applications require a single permission and others require other settings to specify how it should work.

Enable MAX for Agents

Required permissions: Security Profile Edit

1. Click the app selector and select Admin.
2. Click Security Profiles.

3. Click the security profile you want to change.

4. On the Permissions tab, click Edit.

5. Scroll down to the Agent section.

6. Select the Agent MAXView permission.
7. Scroll to the top of the page and click Done.

You can then manage agent access to individual features in MAX.

Enable Integrated Softphone

Required permissions: Security Profile Edit

Ask your CXone Account Representative to turn on Integrated Softphone for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. After that, it is automatically enabled for your security profiles. You don't need to select these permissions unless you disabled them and want to re-enable them.

1. Click the app selector and select Admin.
2. Go to Security Profiles.

3. Open the agent's security profile.

4. Click the Permissions tab. Scroll down to the AgentAgent for Oracle Service CloudSalesforce Agent section.

5. If you haven't already, select Agent MAX. If you haven't already, select Agent for Oracle Service Cloud.

6. Select Agent Softphone (Requires MAX). Select Integrated Softphone. Select Integrated Softphone.

7. Set the Agent Softphone: Auto-Accept setting to specify whether Integrated Softphone answers calls for your agents.

   • Enable is not selected: Auto-accept is off.

   • Enable is selected and Agent Config is not selected: Auto-accept is on.

   • Enable and Agent Config are both selected: Auto-accept is enabled by default and the agent can toggle it on and off in MAX.

   You must also have the Default Presence Configuration in Salesforce configured to Allow agents to decline work requests.

8. Scroll to the top of the page and click Done.

Enable Supervisor

Required permissions: Security Profile Edit

1. Click the app selector and select Admin.
2. Go to Security Profiles.

3. Click the security profile you want to change to open it.

4. Click the Permissions tab.

5. Scroll down, or search using the Ctrl+F keys, to find the Supervisor sub-section, which is under Contact Handling.

6. Select Launch Supervisor. This permission enables Supervisor and lets the user see agent activity and metrics.

7. For the Monitoring permission, select Monitor. This is the minimum permission required to listen to calls. Select Coach, Barge, Take Over, or Record, if you want supervisors to be able to do more in the monitored calls.

8. If you want users to view or interact with agents and skills in Supervisor, select Agent Tab, Skill Tab, or both.

9. Enable any other Supervisor permissions you want users to have.

10. If you enabled Take Over, you must enable MAX:

    1. Scroll up to the Agent sub-section, which is also under Contact Handling.

    2. Select Agent MAX.

    3. Select the View permission for either Agent Phone, Agent Station, or both. Agent Phone enables users to log in to MAX with a phone number and Agent Station enables users to log in to MAX with a station ID.

    4. Enable any other Agent permissions you want users to have.

11. Click Done.

Enable Studio

Required permissions: Security Profile Edit

1. Click the app selector and select Admin.
2. Go to Security Profiles.

3. Click the security profile you want to change to open it.

4. Scroll down, or search using the Ctrl+F keys, to find the General sub-section, which is under Global. For the Support and Downloads permission, select View. Users need this permission to download Studio.

5. Scroll down, or search using Ctrl+F, to find the Studio sub-section, which is under Applications. For the Scripts permission, select at least View. This enables users with the security profile to view workflows in Studio. If you want them to be able to use the Debug, Import/Export, Create/Edit, Deactivate, or Lock Override, select the corresponding permission.

6. If you want users to be able to record new prompts in the Studio workflows, select Record in the Prompts permissions.

7. If you want users to access the file browser in Studio, select the level of permission you want them to have in the File Browser permission. The file browser contains all files in your environment, including calling lists and do not call (DNC) lists.

8. Scroll to the top of the page and click Done.