Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Answering Inbound Calls Automatically
Updated on 2024-10-12 GMT+08:00
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Answering Inbound Calls Automatically

An agent can automatically answer an inbound call from a customer.

Context

An agent can answer an allocated inbound call. After the call is answered successfully, the agent can start talking with the customer.

Prerequisites

An agent has signed in and is in idle state.

Procedure

When a new inbound call arrives, the softphone on the agent side rings and the call will be automatically connected. The agent can also click Answer before the call is automatically connected. The process is described as follows:

  1. After a new inbound call arrives, the softphone of the agent rings.

  2. The agent clicks Answer or waits for the call to be automatically connected. The agent enters the Talking state, and the softphone shows that the agent is answering a call.