Manage Agent for Microsoft Teams Version

You can control which version of CXone Mpower Agent for Microsoft Teams agents use. First, set the default version for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. Then change this at the user level if needed.

The Classics, Inc. business unit is set to use the Previous version of Agent for Microsoft Teams. A new version has just been released. Classics wants a few of its agents to test this new version before enabling it for all agents. The administrator sets the version to Current for a few users.

Set Default Version

  1. In CXone Mpower, click the app selector and select ACD.

  2. Go to ACD Configuration > Business Units.

  3. Click Edit.

  4. Scroll to Default CXone Agent Version and choose:

    • Current: The latest major release version. For example, 25.3-Agent.

    • Previous: The version before the latest major release. For example, 25.2-Agent.

  5. To allow version changes per user, enable Permit CXone Agent Per-Agent Versioning.

  6. To automatically revert to the Previous version with each major release, enable Set CXone Agent Default to Previous with Major Release.

  7. Click Done at the top.

Set User-Level Version

  1. Ensure Permit CXone Agent Per-Agent Versioning is enabled for your business unit.

  2. In CXone Mpower, click the app selector and select ACD.

  3. Go to ACD Users.

  4. Select a user.

  5. Click the Contact Settings tab.

  6. Click Edit.

  7. In CXone Agent Version, choose:

    • Default: The business unit's default.

    • Previous: The version before the latest major release. For example, 25.2-Agent.

    • Current: The latest major release version. For example, 25.3-Agent.

  8. Click Done at the top.