PureConnect

 View Only
Discussion Thread View
  • 1.  Auto Answer for Digital channel

    Posted 02-05-2020 02:21
    Dear Team,

    How we can make auto answer for Chat , Email and Messaging interactions ?.



    Regards
    #DigitalChannels

    ------------------------------
    Noufal Ebrahim

    ------------------------------


  • 2.  RE: Auto Answer for Digital channel

    Posted 02-07-2020 10:43
    Noufal,

    Auto answer ACD interactions option in the user queue will make the interaction automatically pop up when the interaction is received. This works for all interaction types. Please ensure auto answer ACD interactions is enabled in the user's configuration and let me know if this fixes your issue.

    Thanks,

    ------------------------------
    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 3.  RE: Auto Answer for Digital channel

    Posted 08-17-2020 10:42
    Hello Mark,

    We have the same question for email interactions and how to "auto answer." The only place that we are able to locate the "auto answer" is under the People & Permission>Phone; however, that setting appears to be specifically for ACD phone interactions. We've tested it by changing it to "auto answer" enabled but it is not working when assigning an agent to only receive emails. Is there a different setting we should be looking for?

    Thanks for your help.

    Jaime

    ------------------------------
    Jaime Perez
    New Avon Company, a Delaware Corporation
    ------------------------------



  • 4.  RE: Auto Answer for Digital channel

    Posted 05-23-2022 18:57

    Hi Jaime,

    Did you get a response to this? I am also curious to know whether Auto answer can be used for interactions other than ACD phone interactions.

    Thanks,
    Chris



    ------------------------------
    Chris Papasoulis
    Ventia Pty Ltd
    ------------------------------



  • 5.  RE: Auto Answer for Digital channel

    Posted 05-24-2022 08:32
    Hi,

    I didn't get a response but it is not supported for digital channels. It was added to the Genesys roadmap.
    Here is the Genesys roadmap link:

    https://genesyscloud.aha.io/shared/d3bc714a5707a976777cdfdd719cbae0




    ------------------------------
    Jaime Perez
    The Avon Company
    ------------------------------



  • 6.  RE: Auto Answer for Digital channel

    Posted 05-24-2022 02:12
    Hi,
    The same questions about "call back" interactions, is it possible to make them "autoanswer"?


    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------



  • 7.  RE: Auto Answer for Digital channel

    Posted 05-27-2022 10:37

    Hi Yvgeni - When Auto-Answer ACD Interactions is enabled, the Callback Request will automatically be picked up in the agents client, but it will not make the call.  The agent will still need to engage with the the CBR.





    ------------------------------
    Raymond Hicks
    Sutter Health
    ------------------------------



  • 8.  RE: Auto Answer for Digital channel

    Posted 05-29-2022 02:08
    Raymond,
    A lot of thanks

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------