Learn More About the Settings Page in MAX

The Settings page in MAX allows you to control the look, feel, and performance of your agent application. Your preferences are retained even if you log in with a different work station or clear your browser data. The following sections provide explanations of the many different settings accessible through the Settings page, and are organized by the main options of the Settings page: Display, Accessibility, A/V Notifications, Integrated Softphone, and Voice Threshold.


Field Details
24-hour Clock Click this area to turn the 24-hour clock on or off. When enabled, the time will be entered and displayed on a 24-hour clock instead of a 12-hour clock.
Multi Chat Display Click this area to display multiple chats side-by-side, or one at a time. The default setting is On.
Panels Click this area to turn panels on or off. Off displays screen pops as an external browser page. Ondisplays 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.
Network Warnings Click this area to turn network warnings on or off.
Color Theme Select your preferred color scheme. Available themes are: Blue (default), Gray, and High Contrast. If you select either blue or gray, the ADA High Contrast setting will automatically set to Off; if the ADA High Contrast setting is set to On, the Color Theme will automatically set to High Contrast.
Glance Sensitivity Control the length of time you need to hover over the Glance Bar to open the main MAX window. Determine if you want the window to expand Fast, Medium, or Slow. You can also select Pin, which keeps the main window expanded.


Field Details
ADA High Contrast Click this area to turn high contrast coloring in MAX on and off.
ADA Screen Reader Click this area if you use a screen reader. When this setting is turned on, MAX is optimized for your needs. For example, popover windows appear with an X icon and a tab-stop there. This lets you more easily close the window. Also, if your contact center uses omnichannel routing, focus moves automatically to the Accept/Reject window when you're offered a new interaction.

A/V Notifications

A/V Notifications can only be set for Chrome, Firefox, and Safari browsers. These are not available in Edge browsers.


When these settings are on, MAX plays an alert when the indicated action takes place.

Action Details
New Agent Message

A notification sound plays when you receive a new agent message.

New Contact

A notification sound plays when you connect to a new contact.

New Contact Reply

A notification sound plays when a contact sends a new chat or SMS message.

End Chat or Call

A notification sound plays when a chat or call interaction ends.


Visual notifications appear in the bottom right corner of your screen and contain contact details.

New Agent Message

A notification appears when you receive a new agent message.

New Contact

A notification appears when you are connected to a new chat contact.

A notification appears when you are connected to a new call.

New Contact Message

A notification pops up when you receive a new chat or SMS message.

End Chat or Call

A notification appears when a chat interaction ends.

A notification appears when a call ends.

Integrated Softphone

This settings menu is only available when an agent has logged in using an integrated softphone for the voice connection. This menu contains the following settings:

Field Details
Volume Controls the volume of the integrated softphone output device (usually a headset). The volume slider only impacts the volume of the audio path for the call and not the ringtone.

On / Off. This setting applies only to Integrated Softphone agents in an Available state whose agent leg is not connected. With this setting On, MAX will automatically connect and accept incoming phone calls despite the agent leg being disconnected. When Off, the agent will be presented with an Accept or Reject option each time a call is offered to the agent.

Administrators can force this setting on or off using the Integrated Softphone: Auto-Accept setting. If forced off, the setting does not display for the agent and calls will not be automatically accepted.

Note: if an agent is in an Available state and has their agent leg connected, calls will automatically be delivered without an accept/reject option. The default Auto-answer feature provides this functionality, which optimizes call delivery as the system assumes that a connected agent is actively waiting to handle incoming calls.

If you have both Supervisor and MAX open in Chrome while using the MAX Integrated Softphone, you may experience calls automatically accepted even with this setting Off. The Supervisor feature which enables the ability to coach, monitor, or take-over calls supersedes the Accept or Reject option and automatically connects the voice path. You can run Supervisor and MAX in different browsers to avoid unexpected calls being connected.

Ringtone Ring 1 (default) / Ring 2 / Ring 3 / None. Sets the ringtone played to the agent while MAX waits for a manual Accept or Reject from the agent. Only available if Auto-Accept is off.
Device This dropdown lists all connected speaker devices as well as none. The agent's selection determines the secondary speaker device that plays the ringtone while MAX waits for a manual Accept or Reject from the agent. Only available if Auto-Accept is off.
Delay Seconds This dropdown lists 1 - 10 as well as none. The agent's selection determines how many seconds the secondary device will wait before it plays the ringtone. Only available if Auto-Accept is off.

Voice Threshold

This setting only appears if you are assigned a Personal Connection skill and are in an unavailable state.

Calibrate the ability for MAX to distinguish between the volume of your voice when speaking to a contact and other background noise. Click Tune to receive an automated call, prompting you to speak several sentences to fine-tune the ability of MAX to detect your voice. Be sure to speak clearly and with the same volume that you would use when interacting with a contact. Also, when the prompt asks you to remain silent, do not mute yourself to mask the background noise.