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  • 1.  Preview auto answer while using power mode.

    Posted 29 days ago

    Hello Community,

    Scenario: We have a campaign that utilizes power mode, and auto-answer enabled for call interactions. Certain records we offer to the agent in preview mode by using a Preview Mode Column. The interaction offered as preview mode we also want to enable auto-answer but this seems to be a challenge. Enabling auto-answer on the queue for callback interaction doesn't have any effect. The "Enable Preview Auto Answer" option is only available when the campaign is running in preview mode.

    Workaround: Switch from power mode to preview mode in the campaign config, enable the option "Enable Preview Auto Answer", save, switch the campaign back to power mode and save again. After this the interaction offered in preview mode is auto-answered.

    To me it seems that there is an option missing in the GUI when you are not using "preview mode", to enable auto-answer for interaction offered in preview mode when using a preview mode column. 

    Kind regards,

    Dieter Wijnen


    #Outbound

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    Dieter Wijnen
    Technical Engineer
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  • 2.  RE: Preview auto answer while using power mode.
    Best Answer

    GENESYS
    Posted 28 days ago

    Hi Dieter,

    This will probably require a case with customer care to investigate further and if the "Enable Preview Auto Answer" should be available within the Power Mode if a the Preview Mode Column is in use.  It may be intentional, but if so, then that can then be clarified within the resource center documentation



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Preview auto answer while using power mode.

    Posted 28 days ago

    I did not see this as a feature nor an idea for this.  I added one:  Add UI option for Auto-Answer for Power | Genesys Cloud Ideas Portal

    Interesting work-around that tells me that the functionality is there, but the UI is not available.  @Chad McCormick, interesting post for you to look at.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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