Preview calls are manual dials, so can't be Auto-answer by definition. Callbacks are not any different. Currently, callbacks are not dialed by the dialer, but presented as manual dials to the agent like a preview dial. If the auto-answer is required, I would suggest a web service that delays insert into a Predictive/Progressive campaign. That would allow the delay like a callback and the auto-answer like you are wanting.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-27-2020 15:26
From: Michael Shrall
Subject: Preview calls delivered as callbacks are not honoring auto-answer
Is it correct that Preview calls which are callback interactions do not auto answer? This seems like a huge efficiency flaw to have dialer agents have to pickup preview calls if they aren't allow to skip them and they are set for auto answer for all other media types.
#Outbound
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Michael Shrall
Avtex Solutions, LLC
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