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  • 1.  Auto-Answer Queue Level vs Agent Level

    Posted 06-04-2025 09:15
    No replies, thread closed.

    Hi, everyone!  I'm hoping you can help clarify something for me.  We have always has Auto Answer that is set at the Agent Level.  We manually have to turn this on for new people and then, after the first call or the day, their phone auto-answers all future calls for the day, assuming there is no connection break.  

    I recently say that there is not an Auto-Answer option on the individual queue set ups.  Does this mean if we turn on the Auto-Answer at the queue level then we no longer need to turn in on for the individual agents?


    #Telephony

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Auto-Answer Queue Level vs Agent Level

    Posted 06-04-2025 09:46
    No replies, thread closed.

    Right- you can set it at the queue level instead of the person level. Just know that if you have one set to auto answer and the other set to not auto answer it will default to the auto answer. so if you set it at the queue level, and then you decide one of the people in the queue you actually want to manual answer, and you turn off their auto answer from their settings, it will still auto answer because its set at the queue level. 



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    dawn weston
    system administrator
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  • 3.  RE: Auto-Answer Queue Level vs Agent Level

    Posted 06-04-2025 10:06
    No replies, thread closed.

    Hello Gina, 

    I believe you can still turn on Auto-Answer for individual agents. But to answer your question if you turn on Auto-Answer on the queue level then every member of the queue will have auto answer turned on for them. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 4.  RE: Auto-Answer Queue Level vs Agent Level

    Posted 06-05-2025 13:49
    No replies, thread closed.

    Is there ANY OTHER WAY to avoid having to manually turn the functionality on for multiple agents without it being on the queue level?  When we first implemented Genesys, we were told the answer was no, as this queue level functionality did not exist.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 5.  RE: Auto-Answer Queue Level vs Agent Level

    Posted 06-05-2025 14:10
    No replies, thread closed.

    No, you either manually turn it on from the person's profile- which would affect individual agents, or you set it at the queue level- which would apply to all agents in that particular queue. you might be able to use this api: "put" "/api/v2/users/agentui/agents/autoanswer/{agentId}/settings" "Set agent auto answer settings" from the developer center, to change agents settings quicker- but i don't know if it'll allow you to do more than one person at a time. 



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    dawn weston
    system administrator
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    Original Message


  • 6.  RE: Auto-Answer Queue Level vs Agent Level
    Best Answer

    Posted 06-06-2025 16:16
    No replies, thread closed.

    You can use the platform API to turn on auto-answer. When we create new agents we use a custom app to do it because we found the bulk import feature in GC wasn't sufficient. One of the steps in that app is to enable auto answer for all the new users we've created.

    You don't necessarily have to do this - you could create a script to take a series of agentIds and activate AA for them (by looping through them and calling the API for each).



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    James Dunn
    Telecoms Specialist
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    Original Message


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