Making an Outbound Call in CXone

There are three options for making outbound calls in MAX:

1. Outbound calls to a specific phone number

2. Outbound call to a queue in the IVR

3. 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

Open the MAX softphone and set yourself as available:

Open

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.

1. The agent's status will switch from ‘Available’ to ‘Working’

2. The timer will start counting up

3. 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

4. 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:

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)

Follow Dispositions and Notesarchived to process the completed call