There are three options for making outbound calls in MAX:
Outbound calls to a specific phone number
Outbound call to a queue in the IVR
Outbound call to another agent
Logging in to CXone and MAX
Log in to NICE CXone:
To log in to CXone navigate to https://na1.nice-incontact.com/login/#/ and enter your credentials.
To launch the MAX softphone, click on the Applications menu and select it from the menu options:
Open the MAX softphone and set yourself as available:
Click New:
Outbound calls to a specific number
Enter the phone number and click ‘Call’:
MAX will prompt you to pick an outbound skill. This is the phone number that will display on the recipient’s Caller ID. Agents will only be assigned the skills they are trained on:
Outbound calls to a queue in the IVR
Select Skills:
Select the appropriate queue:
Outbound calls to another agent
Select Agents:
Select the appropriate skill:
Select the agent:
Handling the call
Once the call is placed, the call menu will open.
The agent's status will switch from ‘Available’ to ‘Working’
The timer will start counting up
The number dialed will be displayed. If the contact’s information is saved in the system, the name of the person will also be displayed
The outbound number the agent selected will be displayed
If the agent is making an outbound call to an IVR (Account Servicing for example), the IVR keypad is used to make a selection:
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The IVR keypad is not functional for dialing outbound calls. It is only used for making IVR selections. |
Once the call is complete, the agent can disconnect the call by clicking the hang up button:
The system will then give the agent the option to hang up, or resume the call (if the hang up button was pushed mistakenly)
