Manage Classic in Lightning

Build a Lightning Experience App

You need to build an app in the Salesforce Lightning Experience to view Salesforce Agent (SFA).

1. In the Lightning Experience view, click Setup (indicated by a gear and lightning bolt icon).

2. Under Platform Tools, click Apps >  App Manager.

3. Click New Lightning App located in the upper right corner.

4. Add app details and click Next.

5. Select Standard navigation and click Next.

6. Click Add > Open CTI Softphone.

7. Label it NICE CXone, and click Next.

   You do not need to alter the panel scaling.

8. Select an item. Click the right arrow to add it to your new app. After adding the items you want, click Next.

9. Click a profile name and the right arrow to assign the app to the profile. After assigning the app to the appropriate profiles, click Save & Finish.

   Your newly created app now appears in the App Launcher and the App Manager.

10. Launch your new app.

Configure Call Center for Classic Salesforce Agent

After assigning users to the call center profile, you must edit the call center to use classic Salesforce Agent (SFA).

1. Click Setup in the upper right corner.
2. Use the Search box to search for Call Centers, and then click Call Centers.
3. If the Say Hello to Salesforce Call Center screen appears, click Continue.
4. Locate the call center profile your users are assigned to and click Edit.
5. Add /apex/icAgentConsole__inContactAgentConsole to the CTI Adapter URL field.
6. Set the Softphone Height (Lightning) to 646.
7. Set the Softphone Width (Lightning) to 202.
8. Set the Salesforce Compatibility Mode to Classic_and_Lightning.
9. Click Save.