Troubleshooting NICE CXone agent leg and softphone problems

See also

Sources

1. 1
   In NICE CXone the portion of a call between the contact (customer) and the CXone platform is called the A leg.

   Connectivity in NiCE CXone · section on A leg and B leg (agent connectivity) · Checked 2026-10-02
2. 2
   CXone help defines the agent leg as the agent's audio connection to NICE CXone for calls and voicemails.

   Agent Workspace (Agent) · agent leg glossary term in top-menu description · Checked 2026-10-02
3. 3
   The CXone AgentLegError session event carries a ResultCode giving the failure reason, with values that include InvalidStationID, InvalidCallLeg and BadNumber.

   Agent Session Events · event AgentLegError, ResultCode field · Checked 2026-10-02
4. 4
   The CXone AgentLeg session event reports agent leg Status as Dialing, Active or Disconnected, with FinalState true only on the final Disconnected event.

   Agent Session Events · event AgentLeg (Status, FinalState fields) · Checked 2026-10-02
5. 5
   The CXone AgentSessionStart event includes StationPhoneNumber (the agent's station phone number, unformatted) and StationCallerId.

   Agent Session Events · event AgentSessionStart · Checked 2026-10-02
6. 6
   In Agent Workspace (Agent) the agent leg connects automatically when the agent receives an inbound call, and the agent can also connect it manually beforehand.

   Handle Calls in Agent Workspace (Agent) · agent leg section near top of page · Checked 2026-10-02
7. 7
   In NICE CXone the portion of a call between the CXone platform and the agent is called the B leg or the agent leg.

   Connectivity in NiCE CXone · section on A leg and B leg (agent connectivity) · Checked 2026-10-02
8. 8
   The business unit Phone # Timeout is the number of seconds the CXone ACD stays connected to an agent who is not actively handling a phone contact, and its default is 30 seconds.

   Manage Business Unit · section Configure the ACD Connection Timeout · Checked 2026-10-02
9. 9
   Agent Workspace (Agent) may automatically change the agent's state to Unavailable when the agent leg disconnects, to prevent audio problems, with Google Chrome named in this context.

   Agent Workspace (Agent) · agent leg description in top menu section · Checked 2026-10-02
10. 10
    In Agent Workspace (Agent) an agent reconnects a disconnected agent leg by clicking the Agent Leg Disconnected icon, and clicking the Agent Leg Connected icon disconnects it.

    Agent Workspace (Agent) · top menu / agent leg icon descriptions · Checked 2026-10-02
11. 11
    Closing the browser window does not automatically log an agent out of Agent Workspace (Agent); agents should log out explicitly.

    Manage Access to Agent Workspace (Agent) · agent training / logout note · Checked 2026-10-02
12. 12
    While the agent leg is disconnected the agent cannot handle voice interactions or voicemail in Agent Workspace (Agent).

    Agent Workspace (Agent) · agent leg description in top menu section · Checked 2026-10-02
13. 13
    The CXone Agent WebRTC Extension can be bulk-installed by a Chrome Enterprise administrator using extension ID gcfjbjldfomnopnpdjajjfpldkkdmmoi.

    Add the Agent WebRTC Extension · bulk installation section · Checked 2026-10-02
14. 14
    The CXone Agent WebRTC Extension is supported in Google Chrome and Microsoft Edge, both installing from the Chrome Web Store.

    Add the Agent WebRTC Extension · supported browsers / installation sections · Checked 2026-10-02
15. 15
    CXone help warns that without the Agent WebRTC Extension the Accept control for incoming calls may be disabled.

    Add the Agent WebRTC Extension · warning notes · Checked 2026-10-02
16. 16
    The CXone Agent WebRTC Extension does not provide echo or noise cancellation.

    Add the Agent WebRTC Extension · notes / limitations · Checked 2026-10-02
17. 17
    With the CXone Agent WebRTC Extension installed, the agent leg stays connected even if the browser is refreshed, because the extension runs in a separate browser window.

    Add the Agent WebRTC Extension · page introduction / benefits · Checked 2026-10-02
18. 18
    A RingCentral community manager explained that calls going straight to Refused without ringing in MAX happen when the ACD finds the agent leg not ready or timed out, so it marks the contact Refused and requeues it.field report

    Calls going directly into a "Refused" status · reply by community manager BeckyH · Checked 2026-10-02
19. 19
    The same community reply suggested checking that the agent leg shows connected before going Available, that the Station ID is set up correctly rather than only a phone number, and whether the browser or softphone session dropped silently.field report

    Calls going directly into a "Refused" status · reply by community manager BeckyH, troubleshooting list · Checked 2026-10-02
20. 20
    A CXone reseller knowledge-base article says agents who see the agent leg linger after a call can have it shortened through station profiles applied at business unit level or per ACD user.field report

    Why does my agent leg stay logged in so long after I end the call on TernioCX (CXOne)? · article body · Checked 2026-10-02
21. 21
    CXone platform requirements list G.711 at about 88 kbps bidirectional for VoIP and state that G.729 is not supported.

    Platform Requirements · voice codec table · Checked 2026-10-02
22. 22
    If the agent's primary headset disconnects during a call, Agent Workspace (Agent) switches to an alternate audio device and shows a Device Disconnected dialog with Microphone and Speaker selectors.

    Handle Calls in Agent Workspace (Agent) · audio device / headset section · Checked 2026-10-02
23. 23
    The Agent Workspace (Agent) browser inactivity logout is set on the business unit Details tab and accepts 150 to 7200 seconds of inactivity before the session ends.

    Manage Business Unit · section Configure Agent Workspace (Agent) Inactivity Logout · Checked 2026-10-02
24. 24
    For Integrated Softphone agents whose calls drop on refresh or tab switching, installing the Agent WebRTC Extension is the first remediation suggested by the vendor documentation.inferred

    Handle Calls in Agent Workspace (Agent) · recommendation to use the Agent WebRTC Extension (combined with Add the Agent WebRTC Extension page) · Checked 2026-10-02
25. 25
    For agents logged in with a phone number over the PSTN, a short Phone # Timeout means CXone has to dial the agent leg again for more calls, while a long one keeps a billable leg open; the right value is a trade-off between the two.inferred

    Manage Business Unit · section Configure the ACD Connection Timeout (combined with Connect Your Phone in MAX) · Checked 2026-10-02
26. 26
    Integrated Softphone and the installed CXone Softphone can transport CXone calls on the B (agent) leg only.

    Telephony in NiCE CXone · transport options sections (Integrated Softphone; Softphone) · Checked 2026-10-02
27. 27
    CXone platform requirements for Integrated Softphone specify at least 512 kbps upload and 1.5 Mbps download.

    Platform Requirements · section Integrated Softphone, internet connectivity table · Checked 2026-10-02
28. 28
    Integrated Softphone must first be enabled for the contact center by contacting the NICE account representative.

    Set Up Integrated Softphone in Agent Workspace (Agent) · setup steps, step 1 · Checked 2026-10-02
29. 29
    Integrated Softphone requires the microphone to be available and allowed in the browser settings on the agent workstation.

    Set Up Integrated Softphone in Agent Workspace (Agent) · setup steps, microphone step · Checked 2026-10-02
30. 30
    CXone platform requirements for Integrated Softphone specify round-trip latency under 150 ms, packet loss under 0.75 percent and jitter under 20 ms.

    Platform Requirements · section Integrated Softphone, internet connectivity table · Checked 2026-10-02
31. 31
    CXone help notes that Integrated Softphone is sometimes called WebRTC but the two are not the same thing: WebRTC is the browser communications technology Integrated Softphone uses, and Integrated Softphone is built into the platform with nothing to install.

    Connectivity in NiCE CXone · section on softphone options · Checked 2026-10-02
32. 32
    Integrated Softphone must be configured on each agent workstation individually.

    Set Up Integrated Softphone in Agent Workspace (Agent) · configuration note · Checked 2026-10-02
33. 33
    For Integrated Softphone (WebRTC) the firewall must allow outbound HTTPS on TCP port 443 and UDP ports 1024-65535.

    Connectivity Requirements · table row Integrated Softphone (WebRTC) · Checked 2026-10-02
34. 34
    An administrator must enable Integrated Softphone in the agent's role, and agents then select Integrated Softphone when logging in.

    Set Up Integrated Softphone in Agent Workspace (Agent) · setup steps, role permission and login steps · Checked 2026-10-02
35. 35
    NICE lists as a known Voice issue that calls handled with Integrated Softphone sometimes have garbled or inaudible audio during the first few seconds.

    Fixed and Known Issues · Known Issues, Voice category · Checked 2026-10-02
36. 36
    NICE lists as a known issue that when agents sign in to Agent Workspace for Salesforce Voice with Integrated Softphone the dialpad may not load until the browser is refreshed.

    Fixed and Known Issues · Known Issues, Agent Workspace for Salesforce Voice category · Checked 2026-10-02
37. 37
    In Agent Workspace (Agent) the agent leg status appears in the top menu as a green connected chain-link icon when connected and a broken chain-link icon when disconnected.

    Agent Workspace (Agent) · top menu / agent leg icon descriptions · Checked 2026-10-02
38. 38
    CXone help states that if an agent stays logged in to the softphone for more than 24 hours, call recording stops, so agents must log out of the softphone at the end of each working day.

    Manage Access to Agent Workspace (Agent) · softphone logout note · Checked 2026-10-02
39. 39
    The voice options offered at Agent Workspace (Agent) login are controlled by three ACD role permissions, Set Phone Number, Set Station ID and Integrated Softphone, and at least one must be enabled.

    Manage Access to Agent Workspace (Agent) · section Configure Agent Login Options · Checked 2026-10-02
40. 40
    In MAX a voice connection (agent leg) starts either when the CXone platform initiates it to deliver a new call or when the agent clicks Connect in the Agent Leg bar.

    Connect Your Phone in MAX · section on connecting your phone (Softphone or another softphone) · Checked 2026-10-02
41. 41
    In MAX the agent's phone connection may disconnect automatically after an idle period set by the administrator.

    Connect Your Phone in MAX · section on disconnecting your phone · Checked 2026-10-02
42. 42
    In MAX with Integrated Softphone the agent connects the voice path by clicking Connect in the Agent Leg area just below the agent state.

    Connect Your Phone in MAX · Integrated Softphone subsection · Checked 2026-10-02
43. 43
    In MAX an agent manually disconnects the voice path by hanging up the phone device or selecting More > Disconnect.

    Connect Your Phone in MAX · section on disconnecting your phone · Checked 2026-10-02
44. 44
    NICE CXone does not support traffic-inspection proxy services because they add packet latency and can disrupt service.

    Connectivity in NiCE CXone · section on proxy services · Checked 2026-10-02
45. 45
    CXone help warns that when the agent leg runs over the PSTN, increasing the Phone # Timeout increases metered billable usage, whereas Softphone (VoIP) or SIP over MPLS generally does not incur metered usage.

    Manage Business Unit · section Configure the ACD Connection Timeout · Checked 2026-10-02
46. 46
    If an agent refreshes the agent application browser window during a call with Integrated Softphone, the call can disconnect; usually the connection is lost for seconds and reconnects, but a full disconnect is possible.

    Set Up Integrated Softphone in Agent Workspace (Agent) · warning note · Checked 2026-10-02
47. 47
    SIP can transport CXone calls on either the A leg or the B leg when the customer has locally installed SIP-enabled telephony equipment.

    Telephony in NiCE CXone · transport options section SIP · Checked 2026-10-02
48. 48
    Creating CXone stations requires the ACD > ACD Settings > Station Profiles Create and ACD > ACD Settings > Stations Create permissions, and every station must be assigned a station profile.

    Manage Stations · section Create a Station, required permissions · Checked 2026-10-02
49. 49
    A CXone station assigns a phone number, caller ID, session timeout, channel refusal timeouts and an IP address to a specific workstation, and agents log in to it by entering its Station ID.

    Stations · page introduction · Checked 2026-10-02
50. 50
    When an agent logged in with a station receives an inbound contact, CXone calls the phone number associated with that station to connect the agent.

    Stations · page introduction · Checked 2026-10-02
51. 51
    A CXone Station ID is system-assigned; administrators should not modify it and should leave it blank when creating stations in bulk.

    Manage Stations · section Manage Multiple Stations at Once, Station ID column · Checked 2026-10-02
52. 52
    When a station's refusal timeout differs from the agent-level refusal timeout, the station setting takes precedence.

    Stations · page introduction / refusal timeout note · Checked 2026-10-02
53. 53
    A CXone station profile's Station Timeout is the number of seconds CXone waits before logging an inactive agent out of the station; for example 300 seconds equals five minutes.

    Manage Stations · section Create a Station (station profile step) · Checked 2026-10-02
54. 54
    Changing the CXone Phone # Timeout requires a custom station profile.

    Manage Business Unit · section Configure the ACD Connection Timeout · Checked 2026-10-02
55. 55
    The ACD user profile field Agent Phone # Timeout (Contact Settings tab) sets how long that agent's voice path stays connected; its value Default inherits the business unit setting and any other value overrides it for that user.

    Manage ACD User Profiles · Contact Settings tab, field Agent Phone # Timeout · Checked 2026-10-02
56. 56
    CXone platform requirements list a hardwired connection for Integrated Softphone and state that wireless (Wi-Fi) connections are not supported for VoIP services, citing one-way audio, garbled audio and connection loss.

    Platform Requirements · section Integrated Softphone, network connection row and Wi-Fi note · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting NICE CXone agent leg and softphone problems. WarmTransfer. https://warmtransfer.net/knowledge/nice-cxone-agent-leg-troubleshooting

@misc{warmtransfer-nice-cxone-agent-leg-troubleshooting,
  title  = {Troubleshooting NICE CXone agent leg and softphone problems},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/nice-cxone-agent-leg-troubleshooting},
  note   = {Verified 2026-10-02}
}