I was following the thread by @Anton Vroon
from last week on the Agent Auto Anwer UI Change (original thread can be viewed here
) and would like to pass along some official communications around the recent UI Call Alerting Changes.
Persistent Ringing Defect
Genesys Cloud deployed a code fix on January 7, 2023, to resolve an existing defect involving auto-answered calls for agents using WebRTC stations. The defect caused agents to hear an unexpected ringtone through the notification audio device in the user interface (usually a device other than the headset agents use for WebRTC audio).
When Auto Answer is enabled, it is expected that agents will be notified by either a whisper tone or a whisper audio prompt. If a whisper audio prompt is not configured, on the queue or in the Architect call flow, calls are immediately connected to agents followed by a whisper audio tone. (Whisper Tone is a single beep tone played through the agents Headset\WebRTC audio device.) This tone notifies agents they are receiving an incoming interaction and generally, occurs through the agent headset.
Enhanced Expected Behavior
A new feature has been added that presents a visual pop-up to agents using the Genesys Cloud CX User Interface (UI) for browsers and the desktop application when Interactions view is not in focus. This feature is expected to auto dismiss after 5 seconds.
Recommendation for Change of Behavior
If you want an enhanced audible alert through the agents' headset in conjunction with Auto Answer, configure Whisper prompts on your queues and/or in your architect flows.
For information on how to do this and for expected behavior, please see
Note: If agents do not typically maintain continuous usage of their WebRTC audio device, we recommended that you discontinue use of Auto Answer. A normal ringtone plays when an agent is set to manually accept interactions.
For more information, see
Genesys - Employees