Your phone must be connected to the CXone platform to handle voice interactions. Connecting your phone differs slightly depending on whether you use a hard phone, the MAX Integrated Softphone, the CXone Softphone, or a different softphone offering. If you do not already have an active voice connection to CXone, the system first calls your phone to establish a voice path. You create the connection according to the following:
| Phone Device | How to Accept a New Call |
|---|---|
| Hard phone | Answer your physical device with a button or by picking up. |
| MAX Integrated Softphone | Click the Accept button in MAX. |
| CXone Softphone | Click the answer button in the CXone Softphone application. |
| Other softphones | Click the answer button in the softphone application. |
Manually Connect/Disconnect the Voice Path
To manually connect your voice path, click the Connect button that is available below the state selector at the top of MAX. When you already have an active voice connection on your phone, new calls are routed directly to you. The advantage of maintaining an active voice connection is that you do not have to reconnect your voice path when you receive a new call. It is convenient and can reduce the call delivery time for contacts. While your experience may vary depending on how your administrator configured it, you most likely receive calls with an audible tone to let you know a contact is on the line.
Your voice connection to CXone can end automatically or manually. Your phone may automatically disconnect after a certain amount of idle time that your administrator determined. To manually disconnect your voice path, hang up your phone device or by navigate to MAX>More>Disconnect.
Connect Your Hard Phone
When you use a hard phone, you must accept calls that you place or that are made to you by either picking up the phone or pressing a button on your device. Once you are connected to the call, you can use the call controls available in MAX. Using the advanced features on your hard phone can cause some problems in reporting. For example, if you transfer a call with your phone instead of the MAX interface, the CXone platform considers the call to have been handled by you instead of the person who received the transferred call.
If you receive inbound calls, your phone automatically connects when you answer a call. A notification that says "Connecting Agent Leg" appears until you pick up your device.
Connect Your Integrated Softphone
After launching MAX and selecting the Integrated Softphone option, click the Connect button in the Agent Leg area just below your agent state. This will connect your voice path with the Integrated Softphone.
Connect with CXone Softphone or Another Softphone
If you use the CXone Softphone or another softphone, a voice connection can occur in two ways: 1) the CXone platform initiates it when a new call is delivered to you, and 2) you connect manually by clicking Connect in the Agent Leg bar near the top of the MAX application. In both scenarios, your phone rings and MAX displays a message that says “Connecting Agent Leg”. Your phone connects to the CXone platform after you answer the call. If the CXone platform initiated the voice connection, a call is immediately delivered to you.