Configuration Tasks in MAX

Manage General MAX Settings

You can modify the maximum number of people allowed in a single call and change whether agents are able to delete commitments.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. In the Details tab, click Edit.
4. Scroll down to the Agent Settings section.
5. If you need to change your Maximum Number of Conference Parties (including Agent), select a number from the drop-down.
6. If you want to change whether your agents can delete callback commitments and whether notes are required if they can, set the Delete Commitments field to Can't Remove, Can Remove - With Notes, or Can Remove - Without Notes.
7. Click Done.

Enable the Previous MAX Version

Several settings are available for administrators to determine which version of MAX agents use. The Current version corresponds with the most recent major release while Previous is the version that preceded it. If a Summer release was recently deployed, Current will be Summer and Previous will typically be Spring.

Administrators determine the default MAX version for the entire tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment (either current or previous), then have the option to select individual agents to use a different version. This approach allows the administrator to default all agents to Previous, and assign selected agents to experiment with Current. After the administrator is satisfied with Current, they can update the tenant default to be Current.

For the convenience of the administrator, the Set MAX Default MAX to Previous with Major Release setting determines if a major release will immediately impact the agents’ version of MAX. When a major release is deployed, the mappings for Previous and Current change. For example, before a major release, Current might be Summer and Previous might be Spring. With the major release, Current would be redefined as Fall and Previous becomes Summer. This setting allows the administrator to continue using the exact same MAX version after a major update by automatically moving the Previous, and assign selected agents to experiment with Current. After the administrator is satisfied with Current, they can update the tenant default from Current to Previous.

Enable the Previous MAX Version for Tenants

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. In the Details tab, click Edit.
4. In the MAX section, expand the Default MAX Version drop-down and select Previous.
5. Click Done.

Enable the Previous MAX Version for Individual Agents

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. In the Details tab, click Edit.
4. In the MAX section, enable Permit MAX Per-Agent Versioning.

5. In the ACD application, click ACD Users.

6. Locate the profile of the agent you want to use the previous version of MAX and click to open it.
7. On the Contact Settings tab, click Edit.
8. In the MAX section, select Previous for the MAX Version. If you select Default, the agent's version will default to the business unit setting.
9. Click Done.

Set Up Custom Workspaces in MAX

Custom workspaces display websites inside MAX. They help agents complete their work inside of MAX, instead of having to manage multiple browser tabs or windows. MAX uses inline frames to manage custom workspaces so the URL you supply must support being embedded in an HTML inline frame element (iframe). Agents control if they want panels enabled or not in their MAX settings. Off displays screen pops as an external browser page. On displays screen pops inside MAX next to the contact. Note that popped webpages must support being displayed within an iframe in order to be displayed properly inside MAX.

Custom workspaces display websites inside MAX. They help agents complete their work inside of MAX, instead of having to manage multiple browser tabs or windows.

Custom workspaces are configured for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. All agents see the same ones. You can configure up to three custom workspaces.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.
3. In the Details tab, click Edit. Scroll down to the Agent Settings section and locate the Custom Workspaces (up to 3) field.
4. Click Add Custom Workspace URL.
5. In the Label field, enter a display name for the link that you want agents to see in CXone Agent EmbeddedMAX.
6. In the URL field, enter or paste the address you want the workspace to open.
7. Click Preview to test the URL.
8. Scroll to the top and click Done.