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Auto-Answer Enabled, But agent and caller hearing hold music

  • 1.  Auto-Answer Enabled, But agent and caller hearing hold music

    Posted 11-27-2019 05:16
    Edited by Rahul Tyagi 11-27-2019 06:17
    Auto answer is enabled for my agents. If my agents go to not ready state and when callers are calling, they are hearing hold music.
    This is expected.
    But the moment agent comes to ready state, call interaction gets picked up automatically (as auto answer is enabled) in interaction desktop. So ideally, at this point call has been picked up automatically and hold music should stop.
    But in reality, after auto picked up of call interaction, hold music continues for caller as well as for agent as well. That means, caller is hearing hold music and agent voice. And agent is hearing hold music and callers voice.

    Now at this point, if agent disconnect the call from interaction desktop. Call will go away from interaction desktop, but callers continue to hear hold music.

    How to fix this issue?
    #Omni-ChannelDesktop/UserInterface

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    Rahul C Tyagi
    Accenture India
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