Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Answering Inbound Calls Automatically
Updated on 2025-01-23 GMT+08:00
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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 either of the following methods:
    • A tenant administrator chooses Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control and sets Agent Answering Mode to Automatic.
    • A tenant administrator chooses Configuration Center > System Management > Tenant Parameter > Tenant parameters > Connection Management > Call Control and sets Agent Answering Mode to Custom. An agent clicks , chooses Personal Center, clicks the Agent parameters tab, and sets Agent answer mode to Automatic answer.

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.