Manage Fully Integrated Lightning Agent

Configure Call Center for Fully Integrated Lightning Experience

After assigning users to the call center profile, you must edit the call center to use fully integrated lightning experience.

  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__agent to the CTI Adapter URL field.
  6. Set the Softphone Height to 700.
  7. Set the Softphone Width to 340.
  8. Set the Salesforce Compatibility Mode to Lightning.
  9. Click Save.

Assign CXone Permissions

Required permissions: Security Profile Edit

The following instructions assume you've already created your user structure in CXone. If agents have more than one assigned security profile, you only need to enable these permissions in one of them. If you don't enable a login permission, agents may see an error or they may not see a way to log in to Salesforce Agent.

  1. In CXone, click the app selector and select Admin.
  2. Click Security Profiles.
  3. Select the security profile assigned to your agents who use Salesforce Agent.
  4. Click the Permissions tab, then click Edit.

  5. Enable at least one of the following permissions to specify the options agents see when logging in:

    Agent Phone prompts agents to enter a phone number to log in to Salesforce Agent. Found in the Agent section.

    Agent Station prompts agents to enter a station ID to log in to Salesforce Agent. Found in the Agent section.

    Integrated Softphone allows agents to use Integrated Softphone in Salesforce Agent. If agents select the Integrated Softphone login option, they will not be required to enter anything to log in. Found in the Salesforce Agent section.

  6. Scroll to the top and click Done.

Depending on your user structure, you may need to repeat these steps for other security profiles.