Agent for Service Cloud Voice – Agents

This overview is for agents. For administrators, see Agent for Service Cloud Voice – Administrators.

Agent for Service Cloud Voice (SCV) is part of the Omni-Channel widget. It adds a Phone tab to the widget, where you can handle calls delivered by your company's NICE CXone phone system. Other types of contacts, such as chats or emails, are handled in Salesforce.

When you handle a call, Salesforce automatically creates a task for it. The task includes basic information like the call time and date, contact data, and so on. You can connect the task to other items in Salesforce like opportunities or cases. Every call is also listed in the My Work tab of the widget. This tab contains a list of all calls that you've handled.

If you do not see the Phone tab in your Omni-Channel widget, contact your manager or administrator.

User Interface

The Agent for Service Cloud Voice (SCV) user interface displays different screens depending on what you're actively working on. The following image is what you see during a call. The table below explains the buttons and features during a call. Some elements are not directly visible on this screen.

Agent for Service Cloud Voice interface during a call
Field Description
Status Bar (1) Indicates your status. It allows you to log in and out, plus allows you to change your status. Your status controls which types of contacts you're available to accept, if any. The Login and Status Options page provides more information about your status and login options.
Widget Tabs (2)

New—Allows you access to other types of contacts like chat or emails.

My Work—Lists all of your contacts that you've handled for the day. This includes contacts for all channels, not only phone contacts. You can click an item to open the relevant information in Salesforce.

Phone—The Agent for Service Cloud Voice application.

Active Caller Information (3) Displays details for any calls that you are actively handling. If you're handling multiple calls at once, all of the connected calls display here as a list. This area lets you see which calls are active, on hold, and so forth. Each listed call also has call controls, explained in the Call Controls section below.
Call Controls (4)

Mute Icon Mute—Mutes your side of the call.

Add Caller Icon Add Caller—Opens the address book. The address book lists other agents who are logged in or other CXone skills. You can hover over any item in the list and click Call to add another user to your call. You can also open the Keypad to dial a phone number to add to your call.

Address book

Keypad Icon Keypad—Lets you enter a phone number.

Merge Icon Merge—If you have one call on hold and another call active, you can combine the two calls together to make a conference call.

Swap Icon Swap—If you have one active call and another call on hold, lets you switch between the two.

Resume Icon Resume—Displays if the call is on hold. This button makes the call active again.

Hold Icon Hold—Pauses the call and places it on hold.

End Icon End—Ends the call.