Voice Overview

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.

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