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  • 1.  Alert time of auto answer?

    Posted 10-12-2022 12:40
    No replies, thread closed.
    I was not able to find much, if any information about auto-answer in the resource center, so I still have a few questions.

    Is the alert time for auto answer the same as the alert time for the queue? Or is the auto answer time a set amount of time before the call is picked up?

    If we increase the alert time for the queue for agents that are not on auto answer, will this also change the time before auto answer agents "pick up"?
    #SystemAdministration
    #Telephony


  • 2.  RE: Alert time of auto answer?

    Posted 10-12-2022 13:13
    No replies, thread closed.
    The whole concept of auto-answer is there is no ringing, so no timeout.  The interaction is automatically connected to the agent if they are there or not.  If you want them to pick up interactions, then the answer timer comes into play.  That is in the Phone tab of the agent.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Alert time of auto answer?

    Posted 10-12-2022 16:46
    No replies, thread closed.
    The queue alert time also comes into play in the event of auto answer failing for a rep, like if they have headset or network issues.

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    Brad Murlin
    Zillow, Inc.
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    Original Message


  • 4.  RE: Alert time of auto answer?

    Posted 10-19-2022 13:21
    No replies, thread closed.

    Hello Nick,

    Auto Answer will connect to the agent right when the call is presented to them. Allowing them not needing to hit the Pickup button. I have not found anything on a delay or alerting to the agent right before the call is connected to the agent. 

    If we increase the alert time for the queue for agents that are not on auto answer, will this also change the time before auto answer agents "pick up"? The queue time will affect all the agents that are working in that workgroup. No matter what setting you have set, and like I said above Auto answer will connect the call to the agent if the agent is they're at their desk or not.

    They would need to change their status that would put them in a do not disturb state.  If they are not at their desk and have an available status selected it will connect the call and the customer would be hearing background noise instead of the agent. That would be a training issue then. 

    If you find anything let me know and I will do the same. 

    Thanks.

    Burton Schilling

    Customer Solutions Technologist
    Northwestern energy



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    Burton Schilling
    Northwestern Energy
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    Original Message


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