If you use Integrated Softphone in Unified Agent Workspace for ServiceNow, add the NiCE CXone Agent WebRTC Extension to your browser. The Agent WebRTC Extension ensures that your connection remains stable while your browser is loading. It also ensures that:
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Your calls aren't dropped or interrupted, even when other applications that require lots of system power are running in your browser.
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Your agent leg
Your audio connection to NiCE CXone for calls and voicemails. stays connected, even if your browser is refreshed. This is because the Agent WebRTC Extension operates in a separate browser window. -
Your incoming calls aren't automatically refused.
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You can accept incoming calls. Without the Agent WebRTC Extension, Accept may be disabled.
The Agent WebRTC Extension is supported in Google Chrome and Microsoft Edge. In both browsers, you can download it from the Chrome Web Store.
Some information is passed from NiCE CXone to the Agent WebRTC Extension to establish a voice path. The extension doesn't collect any personal, login, or browser data.
The Agent WebRTC Extension does not include AI Noise Cancellation. To add AI Noise Cancellation, add the Agent Noise Cancellation Extension.
Add the Agent WebRTC Extension to Google Chrome
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Navigate to Agent Workspace (Agent) WebRTC Extension
in Google Chrome. This links to an external site that is not maintained by NiCE. -
Click Add to Chrome.
- In the pop-up that appears, click Add extension.
- In the pop-up that appears asking for microphone access, click Allow.
Add the Agent WebRTC Extension to MicrosoftEdge
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Navigate to Agent Workspace (Agent) WebRTC Extension
in Microsoft Edge. This links to an external site that is not maintained by NiCE. - If you haven't already enabled Chrome extensions for Edge, click Allow extensions from other stores in the blue bar at the top.
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Click Get.
- In the pop-up that appears, click Add extension.
- In the pop-up that appears asking for microphone access, click Allow.