Handle Calls

The voice control panel in MAX provides the major features agents use on a day-to-day basis. With the voice control panel, agents can perform any function a tethered phone can. MAX can handle phone calls (inbound, outbound, or callbacks) or work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts.. You can use keypad tones, place a call on hold, mute, record, mask, redial a recent call, and disconnect a call by clicking the corresponding buttons on the agent voice control panel interface. In some cases, you click the corresponding buttons to stop the action when needed.

CXone supports different kinds of callbacks:

  • You can schedule a callback either for yourself or any agent. This kind of callback is called a commitment.
  • If your organization uses Personal Connection with preview dialing, you can reschedule a call from the preview. This call then appears as a callback for you or for any agent in the skill

These callbacks appear to you as outbound calls and give you options for handling them.

A third type of callback only happens when your IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. is set up to enable them. The IVR can give callers the option to hold their place in queue and hang up. CXone call them back when it's their turn in the queue. These callbacks appear to you as an inbound call, but your only option is to accept or reject the call. If you reject it, the call goes to the next available agent. CXone also doesn't call the customer until after you accept the call, so you may not hear anyone right away. If you're not sure whether your organization uses this type of callback, ask your supervisor.

Your company may use agent assist applications in MAX. These applications provide you information or guidance during an interaction. The type of information or guidance depends on which applications your company uses. The information or guidance appears on a panel that slides out on the right side of MAX at the start of the interaction.

Conference/Transfer a Call

transfer or conference a call

A contact cannot be placed on hold during a conference call. You cannot use Keypad Tones during a conference call.

  1. While on a call with a contact, in the voice workspace, click Transfer / Conf.
  2. Type the number of the contact you want to call or use the address book to select a contact. Click Call. MAX dials the new contact.
  3. To Transfer, you can click Transfer to place the first contact into the ringing line and disconnect yourself, before the new contact answers. To Conference, when you are connected to the second contact, click Conference. You are connected to both contacts and all three of you can speak to each other.
  4. When you no longer need to remain in the conference, take one of these actions:
    • Click Hang Up for the inbound call. This drops the original contact from the call and continues the conference call with those still connected.
    • Click Hang Up for the conference leg. This disconnects the conference but keeps you and the original contact connected.
    • Click Transfer for the conference leg. This completes the full transfer of the call to the conference leg and removes you from the conference, if it is an external number. The contact and external conference legs remain connected.
    • Click End Conference to immediately remove all add-on parties in the conference, with only the original caller remaining.

Similarly to using to the Conference and Transfer buttons, you can also place an outbound call to a contact in an address book while on an existing call.

Dial a Call

  1. Click New in the bottom left corner.
  2. Type the number of the contact you want to call or use the address book to select a contact. When done, click Call.

    US-based agents can type 911 into the search bar to display a button that will immediately start a call to the National Emergency Center. If the agent's user profile has a verified address, this call will instead be routed to the local Public-Safety Answering Point (PSAP). For testing purposes, 9-3-3 can be dialed to check for proper configuration in contacting the 911 service.

    If you have multiple manual outbound skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to you, you must choose one to place the call unless you are making an emergency call.

  3. When you are finished with the call, click Hang Up before disconnecting the agent leg or hanging up your phone. Otherwise, the contact remains connected and returns to the queue.