NICE

User Guide

Document Version: xxxxx

Document Release Date: 15 Sept 2021

Nice
Salt Lake City, United States
75 West Towne Ridge Parkway
Tower 1, Sandy, UT 84070
Document version: xxxxx. Document Type: Open Source

©1986-2021, Nice Systems Ltd. or its affiliates

Nice Systems Ltd. or its affiliates retain all rights, title, and interest in and to this document
including all trademarks, service marks or trade names associated with this document or
software, all copyrights, patents, trade secret rights, and other intellectual property rights
therein.

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©1986-2021, Nice Systems Ltd. or its affiliates
Document version: xxxxx. Document Type: Open Source

Contents
1. How to install ScreenAgent on Agent Computer .............................................................................. 4
1.1 Short Description .................................................................................................................... 4
1.2 Pre-requisite ........................................................................................................................... 4
1.3 Agent's Computer Configuration ........................................................................................... 4
1.4 Setup in CXone ....................................................................................................................... 4
1) Generate an access key for ScreenAgent................................................................................ 4
2) Download the ScreenAgent to MSI:........................................................................................ 5
3) Install the ScreenAgent on agent's computer......................................................................... 5
4) Verify the installation of ScreenAgent: ................................................................................... 5

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©1986-2021, Nice Systems Ltd. or its affiliates
Document version: xxxxx. Document Type: Open Source

1. How to install ScreenAgent on Agent Computer

1.1 Short Description
This task describes the steps to install ScreenAgent on Agent Workstation.

1.2 Pre-requisite
1) Make sure that the user who is installing ScreenAgent has Admin privileges on the
agent's computer.
2) Make sure that the user who is installing ScreenAgent has these CXone permissions:
I. Can access support downloads: On, this allows the user to access the
Supports - Downloads page.
II. Access Key: Create, this is to manage access keys for the organization.

1.3 Agent's Computer Configuration

Check that the agent's computer has configuration as follows:
I. Microsoft .NET 4 or higher installed on the agent's computer.
II. One of the softphone solutions for agents:
i. Agent for Salesforce softphone installed on the same computer as
ScreenAgent.
ii. MAX softphone.
III. Port 31322 open. This port is only used for internal communication between
ScreenAgent and MAX or agent for Salesforce softphone on the agent's
computer.

1.4 Setup in CXone

1) Generate an access key for ScreenAgent.
Note: You can use the same access key for installing ScreenAgent on all agent’s
computers in your tenant.

I. Create a role for the ScreenAgent service:

i. Go to Admin > Security > Roles and Permissions >
ii. Click New Role.
iii. Give a name for the role, such as ScreenAgent Key.
iv. Make sure that there are no permissions selected in Permissions tab.
v. Click Save & Activate.

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©1986-2021, Nice Systems Ltd. or its affiliates
Document version: xxxxx. Document Type: Open Source

II. Create an employee for the ScreenAgent service:

i. Go to Employees.
ii. Click New Employee.
iii. Give a name for the employee, such as ScreenAgent Access Key.
iv. From the Primary Role drop-down list, select the ScreenAgent Key role you
just created.
v. Deselect all the attributes.
vi. Click Create & Invite to save.
III. Open the SceenAgent access key again, then go to the Access Keys tab and click
Generate New Access Key.
IV. …

2) Download the ScreenAgent to MSI:

I. …
II. …

3) Install the ScreenAgent on agent's computer

I. …
II. …

4) Verify the installation of ScreenAgent:

I. …
II. …

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©1986-2021, Nice Systems Ltd. or its affiliates