Genesys Engage on-premises

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  • 1.  WDE customization - Auto answer

    Posted 08-13-2020 11:12
    I am aware that auto answer for voice calls can be overridden in routing, but  I am seeking an alternative to this option.

    Is it possible to override auto answer in a WDE customization?

    voice.auto-answer states that the voice interaction is automatically answered when a t server ringing event is received. Is it possible to stop the call from auto answering when this event is received, or something similar?

    Thanks

    James
    #GenesysEngageDev
    #Integrations

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    James Molyneux
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  • 2.  RE: WDE customization - Auto answer

    Posted 08-16-2020 01:51
    Dear James,
    You can define this option on 3 "levels":
    1. WDE  application
    2. Agent Group
    3.Agent (person)

    In the "options" tab of the WDE  application in the interaction-workspace section, You can define for each channel  auto-answer = true/false and also "timeout" before auto-answer:
    [interaction-workspace]
    <media-type>.auto-answer=false
    <media-type>.auto-answer.enable-reject=false
    <media-type>.auto-answer.timer=0

    For example:
    [interaction-workspace]
    voice.auto-answer=true
    voice.auto-answer.timer=1
    email.auto-answer=false
    chat.auto-answer=false

    exact the same options You can define for agent group and for the specific agent.
    Definitions on the "agent" level have the hight priority if nothing is defined on the "agent" level, the system takes definitions from the "Agent Group" level and if nothing is defined on the "Agent Group" level, the system takes definitions from the WDE application
    Of course, You can define all these parameters "per interaction", but it's much more complicate.
    If You need it, I can help You with it.





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    Best regards,

    Yvgeni Liberman
    ITNavPro
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  • 3.  RE: WDE customization - Auto answer

    Posted 08-24-2020 01:23
    Hi James,

    Whats the specific use case that would you require to handle this through a customisation rather than overriding during routing?
    If you wanted to do some check before a call is answered, you'd add your command to for of the InteractionVoiceAnswerCall Chain of Commands.

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    Jason McLennan
    Commonwealth Bank of Australia
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