If you configure the agents for auto-answer, they would not be able to decline voice interactions offered from a queue.
With Callbacks or Preview you would need to create a custom Service that could be called from within the Agent Script to answer the interaction as Genesys Cloud currently supports auto-answer on voice interactions only. There is an Idea you can follow:
https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-6Auto-answer is configurable at Agent level. Once enabled ALL voice interactions (inbound/outbound) would be auto-answered. If you needed this only for Outbound interaction you could use the custom Service I mention above and only call it for interactions that are related to an Outbound Campaign.
Hope that helps,
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Craig Stevenson
Genesys - Employees
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Original Message:
Sent: 03-22-2021 05:29
From: David Rigler
Subject: Ability to enable/disable agent's capability to decline outbound interaction requests
Is it possible to enable or disable an agent's capability to decline outbound interaction requests?
Thanks
#Outbound
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David Rigler
IP Integration
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