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:
Sent: 12-05-2023 13:20
From: Vaun McCarthy
Subject: Auto Answer - Agents still going into NR
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
Original Message:
Sent: 12-05-2023 12:20
From: Michael Speights
Subject: Auto Answer - Agents still going into NR
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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