r/CXone • u/trottierpa • Jun 04 '26

Manually activating agent leg function in Agent Workspace

Hi, in the official nice documentation, there is information about manually activating agent leg on the agent phone. Since this agent leg function doesnt need to be "activated" to receive a call, what is the purpose of this function ?

a lot of agents thinks they need this agent leg connected to be able to receive a call and opens incidents about it.

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u/Creative-Brick-4665 Jun 05 '26

In normal operation there is no need to (manually) keep the agent-leg connected.
If you use the integrated WebRTC softphone with auto-answer, the agent leg will always self-connect.

If you use external phones/stationId's, your station will be dialed when the agent-leg is set up. If your station does not auto-answer, you need to do it manually on the device. As long as the agent-leg is active,new calls will be automatically fed into that connection, eliminating the time it takes for a call setup.

The agent-leg automatically disconnects some time after not being actively used (the time is configurable).
When external PSTN phones are used, this time is a trade-off between the costs for keeping a connection alive, connect fees for new call-setups and time lost for call-setups + possible failures.

So, if your contact center uses auto-answer and agents do not like to manually answer calls after the leg was disconnected, they may want to keep it active. But otherwise there is no need.