Yan_Naroditsky | 2016-11-01 19:06:32 UTC | #1
Hi,
I am running test calls with the auto answer option enabled.
https://help.mypurecloud.com/articles/turn-on-auto-answer-for-agents/
When I analysed the conversation logs I found that the agent state was never set to "ringing". it was immediately changed from "disconnected" to "connected" when call was transferred to the queue and assigned to the agent. Is it designed behavior?
Thanks
tim.smith | 2016-11-01 19:13:03 UTC | #2
Yes, because auto-answer skips the alerting process (i.e. ringing) and connects the user to the conversation immediately.
system | 2017-08-28 19:28:20 UTC | #3
This post was migrated from the old Developer Forum.
ref: 564