Enable/Disable Integrated Softphone

Required security profile permissions: Security Profile Edit

To allow agents to use the Integrated SoftphoneA software program for making telephone calls over the Internet using a computer instead of a telephone. with MAX, you must have your NICE inContact account manager enable Softphone for your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. The Integrated Softphone feature is automatically enabled on security profiles if it is enabled on your business unit. To remove the Integrated Softphone option, you must disable the feature in your agents’ security profiles.

1. Click Admin → Users → Security Profiles.

2. Use the search and filter features at the top of the table or the page links on the bottom to locate the security profile you want to modify. Click the security profile to open it. If you want to create a new security profile, click Create New.

3. Click the Permissions tab.

4. Scroll down to the Contact Handling section and locate the Agent sub-section. If you are enabling softphoneA software program for making telephone calls over the Internet using a computer instead of a telephone., select the Agent MAX and Agent Softphone (Requires MAX) checkboxes. If you are disabling softphone, clear the Agent MAX and Agent Softphone (Requires MAX) checkboxes.

5. Click Done.