Specifying Whether to Enable Manual Answering

This function is used to specify whether an agent must click the answer button of the agent service software to answer an incoming call after picking up the phone. If this function is enabled, the agent needs to click the answer button.

Figure 1 Incoming call process - manual answer

• The agent has signed in.

Set whether to enable automatic answering to false for sign-in based on Signing In, or invoke the interface in Setting Automatic Answering to enable manual answering. After an incoming call request is received, the interface in Answering a Call is invoked to answer the call.

AgentState_Busy, indicating that the agent is presold.

• When the agent who must pick up the phone to answer a call receives a call

  AgentOther_PhoneAlerting

• When the agent picks up the phone

  AgentOther_PhoneOffhook

  AgentEvent_Ringing, indicating that an incoming call request is received.

  AgentEvent_Customer_Alerting

• After the agent invokes the call answering interface

  AgentEvent_Talking, indicating that the call is successfully connected.

• When the interface invocation for answering a call times out

  AgentEvent_No_Answer