Incoming Call Notifications help users respond faster to inbound calls - especially when they’re multitasking or not actively viewing MaxContact. Notifications are displayed by the browser and show critical call details. This reduces missed calls, improves agent responsiveness, and lowers average speed to answer.

What Problem Does This Solve?

Without notifications, users may miss inbound calls if they’re working in other applications, have MaxContact in another tab, or are momentarily distracted. With this feature enabled, users receive a clear, actionable notification—even outside MaxContact—ensuring they never miss a call offer.

How Does It Work?

When an inbound call is offered to a User, no matter how you are connected to MaxContact, a browser-based pop-up notification appears with key information:

  • Alerting you that a call is being offered/routed
  • The customer’s telephone number
  • The queue the call belongs to


If Dynamic Nailup is in use there is some extra functionality:

  • Clicking the notification accepts the call.
  • To reject a call, you must open Contact Hub or let the call time out.


If not using Dynamic Nailup:

The notification is for awareness only - calls are connected automatically with the auto answer functionality in Contact Hub.

 

Examples


Always Nailed Up

Style would vary based on browser, operating system and version (Phone numbers hidden in images but full number would be displayed).


Dynamic Nailup

Style would vary based on browser, operating system and version.

Enabling Notifications


Each user must enable notifications for themselves. Admins cannot manage this on behalf of users due to browser-level permissions.


Steps to Enable

  1. Log in to Contact Hub
  2. In the navigation menu, click Alerts & Notifications
  3. A modal will appear
  4. Toggle Incoming Call Notifications ON
  5. Grant browser permission when prompted (Chrome/Edge)

This prompt is mandatory. If permissions are blocked by policy or the OS, notifications won’t appear.

Key Details

  • Notifications remain visible until interacted with or the call ends
  • The notification design matches browser standards and can’t be customised
  • Sound alerts will occur at the same time
  • Display location depends on your operating system e.g.:
    • Windows: Bottom-right
    • macOS: Top-right