Configuration Tasks

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 MAX 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 tenantClosed 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 Default 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.

Setting

Details
Default MAX Version Determines the default version that will be applied across the tenant unless overridden for specific agents. The version defined in this setting

Permit Per-Agent Versioning

Enables agents to be assigned a version that is different from the business unit default. The most common use-case would be a tenant that wants to continue using their prior version of MAX for most agents, while assigning a small number of agents to experiment with the newest version.
Set Default to Previous with Major Release Enables a tenant to automatically switch from Current to Previous with a major release — effectively leaving the entire tenant with the same MAX version after a major release. When enabled, the selected tenant will continue using the same MAX build after a major release is deployed.

Intriguing Mysteries, a department in the Classics subsidiary Holmes Enterprises, handles incoming reports of mysterious activities. The department has its own tenant in CXone.

Calls to Intriguing Mysteries increase in warmer weather. Holmes Enterprises does not want agent performance disrupted by new MAX features during that time. The department wants to wait to use the Spring version of MAX until after their high-volume season. That way, agents can continue to use the Fall version they already know.

The Intriguing Mysteries administrator first selects the settings Set Default to Previous with Major Release and Permit Per-Agent Versioning. He selects a few veteran agents to test the new features, and changes their MAX version in their individual account settings. During these months, the selected agents become comfortable with any new updates to MAX. The administrator can determine whether any training or preparation is required for other agents.

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

Permit Per-Agent Versioning must be enabled on in the Tenant.

  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 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

You can use custom workspaces to display websites or applications in a pane of MAX. This eliminates the need for agents to manage multiple browser windows. You can give the link to each workspace a custom, descriptive name. Agents can toggle between the custom workspaces you configure and the existing workspaces in MAX. Because you configure custom workspaces for the tenant, all agents see the same ones. You can configure up to 3 custom workspaces. Because MAX uses inline frames to manage custom workspaces, 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.

  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 MAX 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 MAX.
  6. In the URL field, enter or paste the address you want the workspace to open.
  7. Click the Preview button to test the URL.