Use the voice workspace in MAX to handle inbound and outbound phone calls. It allows you to perform call handling functions, such as muting, hold, recording, masking, transferring, and conferencing. When you handle phone calls in CXone, it is important to use the call controls in the voice workspace rather than using similar functions—such as hold or transfer—that might be available on the physical or softphone device. Failure to use the voice workspace control may result in calls being tracked or routed incorrectly.
The voice workspace looks different if you are handling a call while looking at a custom workspace. See Manage Custom Workspaces for more information.
| Menu Item | Description |
|---|---|
| Hold (1) | Places the call on hold so you can do other things. The contact typically hears music or a recorded message from your company while they are on hold. While a contact is on hold, you cannot mask the contact, record the call, or hang up. |
| Mute (2) | Prevents the connected contact from hearing you speak. While your microphone is muted, you cannot hang up. |
| Mask (3) |
If the call is being recorded, stops the recording or generates white noise, depending on your organization's recording option—the ACD recorder generates white noise. This helps keep sensitive contact information secure by preventing the information from being recorded. While masking a call, you cannot hang up or place the contact on hold. In case your organization does server-side recordings, the mask feature is available even when you are not manually recording. |
| Record (4) | Records the call, which you may need to do to comply with organizational policies. You cannot stop a recording once it has started. The recording continues until the contact is disconnected. |
| Transfer/Conf (5) | Transfers the call or starts a conference with the contact and another agent. You must place an additional call to perform these actions. You cannot use keypad tones during a conference call. |
| Commit (6) | Places a follow-up call in your schedule. Commitments appear on your schedule and remind you of your commitment at the specified time. |
| Launch (7) | Contains custom links configured by your administrator. |
| Hang Up (8) |
Disconnects the current contact. MAX asks you to confirm the decision to hang up a contact. You should use the Hang Up button before disconnecting your agent leg or hanging up your phone; otherwise, the contact remains connected and returns to the queue. Your manager may choose to hide this button for inbound calls. In this case, you remain in the call until the contact disconnects. |
| Dial Pad (9) | Allows you to use keypad tones during a call to navigate a phone menu. It cannot dial calls. |
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.