Thanks for the tip, Emily. I will probably use this in some instances, but many representatives don't want to keep their headsets on all-day. I do not think whisper audio can set up as an alert.
What I have found is, if you have auto-answer enabled but and persistent connections are disabled, as Genesys reestablishes the link to the agent's console, it will play a half-ring before playing the tone alert and connecting the call. I think this is a glitch, but it's one that many agents like. The problem is, with everyone working from home, many agents have poor internet connections. If I don't enable the persistent connection option, we get more "Not Responding" errors. If I enable persistent connections, the pre-ring goes away, and agents complain.
If I use Whisper audio, that will help, but then agents complain about needing to keep their headsets on all the time.
It would be much better if enabling auto-answer didn't disable the interaction alerts.
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Stuart Gormley
Agilon Health
VoIP System Administrator
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Original Message:
Sent: 08-04-2020 14:31
From: Emily Kammerer
Subject: Increase the alert time for auto answer
Our agents are also set up for auto-answer. To help with the notifications, I've configured custom whisper prompts for the inbound queues that are louder/longer and provide more an alert to the agent.
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Emily Kammerer
Ascendium Education Group, Inc.
Original Message:
Sent: 08-03-2020 12:50
From: Stuart Gormley
Subject: Increase the alert time for auto answer
We recently enabled auto-answer for most of our customer service agents. Some of them complain it doesn't ring anymore; they hear one quick tone, and they are connected to the caller. Is there a way to increase the alert time for auto-answer? In addition, the tone is not very loud. If the agent is distracted, they can be connected to call without realizing it.
#PlatformAdministration
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Stuart Gormley
Agilon Health
VoIP System Administrator
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