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  • 1.  Auto Answer - Agents still going into NR

    Posted 12-05-2023 12:21
    No replies, thread closed.

    I recently implemented auto answer (aa) for a few queues and end users. A few end users report being put in NR status without any notification. They can't miss calls since they are on aa. Has anyone else experience anything similar. 

    My current solution is clearing cache and cookies and restarting the browser. 


    #Unsure/Other

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    Michael Speights
    Stafford Communications Group Inc
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  • 2.  RE: Auto Answer - Agents still going into NR

    Posted 12-05-2023 13:21
    No replies, thread closed.

    Hi Michael

    Even though agents may be on auto answer, it still negotiates the WebRTC connection.  So if there are any issues with that (microphone permissions, network) they'll  likely end up in not responding.  Not an overly useful state for these to go in I know.  May pay to check the webrtc troubleshooter and network readiness test stuff to make sure they can reach what they need to.  You could also potentially try using a persistent connection with a long time setting.



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    Vaun McCarthy
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  • 3.  RE: Auto Answer - Agents still going into NR

    Posted 12-07-2023 11:59
    No replies, thread closed.

    Thank you Vaun! I'll check out the persistent connection as a solution. The microphone permissions are good and the users are connected to the network via ethernet. I didn't see any unusal traffic going to their endpoints. 



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    Michael Speights
    Stafford Communications Group Inc
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    Original Message


  • 4.  RE: Auto Answer - Agents still going into NR

    Posted 01-11-2024 06:10
    No replies, thread closed.

    Hi Vaun, 

    Jut want to clarify, should auto-answer already work on the agent's first call of the day? Or would they need to manually answer the call? Or will that only be the case of the persistent connection is enabled? In which case, aside from the first call of the day, agents would also need to answer the first call after the persistent connection times out? 

    Thanks 

    AJ 



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    Anna Jhane Mulinyawe
    AIG Global Operations, Inc.
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    Original Message


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