Genesys Cloud - Main

Using Auto-Answer by user level, is it really as straight forward as sounds?  Toggle on and there is no more ringing alerts but now a beep/tone and then optional whisper into your headset?  Are you able to configure how long the beep/tone should last?  Anything else that needs to be considered?  Thank you.

Hello Tim, 

Auto-Answer is fairly straightforward to enable, but there are a few things to be aware of. When it's turned on, agents no longer receive a traditional ringing alert-instead, they hear a short tone and the interaction connects automatically. If you've configured whisper audio at the queue level, that will play before the agent is connected, giving them context about the interaction; otherwise, they'll just hear the default tone. For voice, this tone is built-in and not customizable, while some digital channels (like email) do allow you to adjust how long the alert sound plays.

From a setup and experience perspective, a few things are important. Enabling persistent connections on the agent's phone helps improve performance and makes Auto-Answer more responsive. Since there's no ongoing alert, agents should ideally be wearing headsets so they don't miss the brief tone. You can also control which channels Auto-Answer applies to, but keep in mind that features like alerting timeout don't apply here, since interactions connect immediately.

Hope this helps!

Using Auto-Answer by user level, is it really as straight forward as sounds?  Toggle on and there is no more ringing alerts but now a beep/tone and then optional whisper into your headset?  Are you able to configure how long the beep/tone should last?  Anything else that needs to be considered?  Thank you.

Thank you.  We turned it on for a few users and they provided inconsistent feedback.  Some say they get no beep/tone, other says the beep is too short, and other say its working great.  Nothing is simple :)

Hello Tim, 

Auto-Answer is fairly straightforward to enable, but there are a few things to be aware of. When it's turned on, agents no longer receive a traditional ringing alert-instead, they hear a short tone and the interaction connects automatically. If you've configured whisper audio at the queue level, that will play before the agent is connected, giving them context about the interaction; otherwise, they'll just hear the default tone. For voice, this tone is built-in and not customizable, while some digital channels (like email) do allow you to adjust how long the alert sound plays.

From a setup and experience perspective, a few things are important. Enabling persistent connections on the agent's phone helps improve performance and makes Auto-Answer more responsive. Since there's no ongoing alert, agents should ideally be wearing headsets so they don't miss the brief tone. You can also control which channels Auto-Answer applies to, but keep in mind that features like alerting timeout don't apply here, since interactions connect immediately.

Hope this helps!

Using Auto-Answer by user level, is it really as straight forward as sounds?  Toggle on and there is no more ringing alerts but now a beep/tone and then optional whisper into your headset?  Are you able to configure how long the beep/tone should last?  Anything else that needs to be considered?  Thank you.