There are several methods for agents to interact with NiCE CXone. The most common way is with MAX agent and a hard phone or a softphone
A software program for making telephone calls over the Internet using a computer instead of a telephone.. Other agent applications include:
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Custom integrations.
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Oracle.
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Thin Agent.
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A variety of other interfaces.
All these methods leverage a hard phone or softphone, so we only show that detail once.
Agent Workspace (Agent) and MAX with Hard Phone or Softphone
The diagram shows how the agent connects through Agent Workspace (Agent) and MAX with IP voice through a hard phone or softphone A software program for making telephone calls over the Internet using a computer instead of a telephone.. Agent Workspace (Agent) and MAX integrate with the application infrastructure. The hard phone or softphone primarily integrates with the voice infrastructure. Exceptions include:
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Some application communication.
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The softphone's dependence on an external service.
This diagram does not apply to Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated).
Salesforce and Oracle Agent
The Salesforce and Oracle Agent applications are like external services. They depend on external service resources. They communicate directly with the application infrastructure as a part of the NiCE CXone suite. The back-ends may also communicate with the authorization server to provide authentication. They may also interact with other endpoints.
These diagrams would also include a softphone or hard phone from the diagram above. They're removed here for simplicity.
Thin Agent
The thin agent applications integrate in a similar way to MAX. But, they use different endpoints and client-side technologies.
These diagrams would also include a softphone or hard phone from the diagram above. They're removed here for simplicity.
