Configure Integrated Softphone

1. If you have not already done so, enable Integrated Softphone in your contact center by contacting your NICE inContact account manager.
2. Verify that your firewall, and the agent workstation firewall, enable the required WebRTC ports and protocols.
3. Verify that the agent workstation is using a supported browser. Chrome is currently the only supported browser for Integrated Softphone.

4. Enable the microphone in the browser.

   1. Click the menu button in the top right corner of the browser.

   2. Click Settings.

   3. Scroll to the bottom of the page and click Show advanced settings.

   4. Locate the Privacy section and click Content Settings.

   5. Select the microphone you want to use from the drop-down. Select the Ask when a site requires access to your microphone radio button.

   6. Click Done.

   7. Reload the MAX or Agent for Salesforce browser.

   In Firefox

   1. Click the menu button in the top right corner of the browser.

   2. Click Options.

   3. Select Privacy & Security in the left navigation.

   4. In the Permissions section, locate Microphone and click Settings....

   5. Clear the Block new requests asking to access your microphone checkbox.

   6. Click Save Changes.

   7. Reload the MAX browser.

5. Enable the softphone in the agents' security profiles.
6. Instruct agents to select Integrated Softphone when they log in to MAX or Agent for Salesforce.