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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Original Message:
Sent: 08-13-2020 11:11
From: James Molyneux
Subject: WDE customization - Auto answer
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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