Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Voice Businesses/ Answering Inbound Calls Manually
Updated on 2025-11-07 GMT+08:00
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Answering Inbound Calls Manually

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

Context

An agent can manually 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.
  • The agent is in idle state.
  • Manual 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 Manual, 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 Manual.
    • 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 Manual 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 Manual response.
      • 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 Manual response.
    • 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 Manual 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 Manual response.
      • 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 Manual response.

Procedure

When a new inbound call arrives, the softphone of the agent rings. The agent can click Answer to answer the call.

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

    At this time, the call is still not connected and the agent is in the Occupied state.

  2. After clicking , the agent enters the Talking state, and the softphone shows that the agent is answering a call.