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  • 1.  Is there a way to auto answer only call interactions and not email interactions using remote number?

    Posted 10-20-2022 18:14
    Edited by Sean Takamatsu 10-20-2022 18:15
    Currently we are using remote number for staff using cells.  In order for the call to ring directly to their cells, we activate the auto answer for ACD interactions.  Without that, the end user would have to press the pick up button for every interaction.  In doing this, the end user also auto answers incoming email interactions.  Is there a way to enable auto answer only for calls by either modifying a handler or any other settings?
    #Handlers
    #Telephony


  • 2.  RE: Is there a way to auto answer only call interactions and not email interactions using remote number?

    Posted 10-21-2022 10:01
    Hi Sean,

    Something you may want to consider is using "Remote Station" (aka Remote Workstation or Configured remote station)
    in place of "Remote number", it will always ring the remote agents phone without any action needed in the Client.

    Downsides:  Must create remote Stations in IA, and assign a static license to that station.

    Documentation indicates that only one number can be assigned, but you can assign agents rights to input a different number at login.

    Disclaimer:  If you need Auto answer for Whisper tones or other reasons, then my suggestion will not help in regard to "Auto Answer Emails"

    ------------------------------
    Pete Schroeder
    HMC3 LLC
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  • 3.  RE: Is there a way to auto answer only call interactions and not email interactions using remote number?

    Posted 10-21-2022 10:01
    https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/remote_stations_overview.htm
    https://help.genesys.com/pureconnect/versions/2018r5/mergedprojects/wh_tr/mergedprojects/wh_tr_licensing/desktop/remote_station_licensing.htm
    https://help.genesys.com/pureconnect/versions/2018r5/mergedprojects/wh_tr/mergedprojects/wh_tr_licensing/desktop/configured_remote_stations.htm

    ------------------------------
    Pete Schroeder
    HMC3 LLC
    ------------------------------



  • 4.  RE: Is there a way to auto answer only call interactions and not email interactions using remote number?

    Posted 10-21-2022 16:03
    Edited by Sean Takamatsu 10-21-2022 16:03
    Thanks for the info Pete.  We would want it more dynamic as we run into issues with so many temporary staff using the system.  I wonder if their is a type of handler that will activate the pick up button from the client if the interaction is a call?