Answering Inbound Calls Automatically

Context

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

Prerequisites

• The agent has signed in and is in idle state.
• Automatic call answering has been configured in any of the following methods:
  • A tenant administrator sets the parameter Agent Answering Mode under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control to Automatic, and the parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common to No.
  • A tenant administrator sets the parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common to Yes, and the parameter Agent Answering Mode under Configuration Center > System Management > Organization Parameter > Organization Parameters > Connection Management > Call Control to Automatic.
  • When a tenant administrator sets the parameter Agent Answering Mode under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control to Custom, and the parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common to No:
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to Yes, and the parameter Agent Answering Mode of the agent under Configuration Center > Employee Center > Agent Management is set to Auto Answer.
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to Yes, the parameter Agent Answering Mode of the agent under Configuration Center > Employee Center > Agent Management is not set, and the agent sets the parameter Agent answer mode under > Personal Center > Agent parameters to Automatic answer.
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to No, and the agent sets the parameter Agent answer mode under > Personal Center > Agent parameters to Automatic answer.
  • When a tenant administrator sets the parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common to Yes, and the parameter Agent Answering Mode under Configuration Center > System Management > Organization Parameter > Organization Parameters > Connection Management > Call Control to Custom:
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to Yes, and the parameter Agent Answering Mode of the agent under Configuration Center > Employee Center > Agent Management is set to Auto Answer.
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to Yes, the parameter Agent Answering Mode of the agent under Configuration Center > Employee Center > Agent Management is not set, and the agent sets the parameter Agent answer mode under > Personal Center > Agent parameters to Automatic answer.
    • The parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu under Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control is set to No, and the agent sets the parameter Agent answer mode under > Personal Center > Agent parameters to Automatic answer.

Procedure

• OpenEye:

  When a new inbound call arrives, the softphone of the agent 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.
• WebRTC:
  • If the tenant parameter Whether to enable WebRTC auto-answer ringtone is set to Yes, when an agent receives an assigned inbound call, the call is automatically answered by the agent within 1 second after the phone rings. If the ringing duration is too short, the agent may hear the customer's voice and ringing tone at the same time.
  • If the tenant parameter Whether to enable WebRTC auto-answer ringtone is set to No, when an agent receives an assigned inbound call, the call is automatically answered by the agent.