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  • 1.  Automatic mute when incoming calls

    Posted 02-04-2021 11:49
    No replies, thread closed.

    Good day everyone

    Currently we have the need requested by our client that the calls that enter the agents have the MUTE automatically active, this because the agents must talk by other means with suppliers and other types of personnel.

    if anyone has any ideas how to apply this i would greatly appreciate.

    Regards

    Juan Carlos Cruz


    #PlatformAdministration
    #SystemAdministration
    #Telephony

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    Juan Cruz Arango
    Information Systems Sudamericana S.A.
    ------------------------------


  • 2.  RE: Automatic mute when incoming calls

    Posted 02-04-2021 11:56
    No replies, thread closed.
    While I appreciate trying to please the customer, this request has too little merit to be considered:
    1. If there is silence when the agent answers a call, the customer would just hang up.
    2. Since the agent obviously cannot talk to 2 people at the same time, why aren't they changing their status to Off-queue so they don't get the call?
    3. If the vendor calls are so important, why can't they dial out through Genesys Cloud so it won't give them a call and that call can be recorded and accounted for.



  • 3.  RE: Automatic mute when incoming calls

    Posted 02-04-2021 14:46
    No replies, thread closed.

    Hi Robert

    I appreciate your comments and I think the same, however it is better to ask than stay with the doubt since as you mentioned I tried to please the client.

    Again thanks to the community for the support.

    Regards



    ------------------------------
    Juan Cruz Arango
    Information Systems Sudamericana S.A.
    ------------------------------

    Original Message


  • 4.  RE: Automatic mute when incoming calls

    Posted 02-04-2021 15:22
    No replies, thread closed.
    Are we talking auto answer here?  I concur with Robert.  If you set the agent's microphone to automatically be muted by default (even if there was a mechanism to do it) you'd no doubt end up with customer's hanging up.  The side effect to that is that you could also end up with false reports of disconnected calls.  The other part of this is if you have agents frequently conversing with other people around their desk while on-queue they may miss the arrival of a call completely.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 5.  RE: Automatic mute when incoming calls

    Posted 02-08-2021 12:08
    No replies, thread closed.
    In fact, we are talking about the auto answer function being activated, make the suggestion to the client to apply the Mute on the handset but it tells me that the other communications are made with internal applications on the same machine.

    Thank you very much for the opinions of the community.

    ------------------------------
    Juan Cruz Arango
    Information Systems Sudamericana S.A.
    ------------------------------

    Original Message


  • 6.  RE: Automatic mute when incoming calls

    Posted 02-05-2021 08:27
    No replies, thread closed.
    You can either turn auto-answer off (so they have to accept the call) or we have purchased Headsets/USB Adapters that have mute function on them for specialized teams.

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    Penny Petrie
    Camis Inc
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