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  • 1.  Auto Answer Alets

    Posted 01-16-2024 18:30
    No replies, thread closed.

    We have auto answer enabled and agents advise that they will normally hear a beep and a ring tone before the call connects.

    Some agents are reporting that they are only getting the beep alert tone and no ring.

    Does anyone know what the correct behavior should be for the alerts on Auto Answer?

    Thanks 


    #Telephony

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    Emma Budgen
    Australian Unity Group Services Pty Ltd
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  • 2.  RE: Auto Answer Alets
    Best Answer

    Posted 02-17-2024 23:49
    No replies, thread closed.

    Auto-answer should play to the agent whatever is defined in the Queue or the Architect.   You should check that you have at least a default defined in the queue settings, but also you can overide that in Architect with the Whisper Tone tool before transferring to the queue.  If you have all that set, check the local console logs for download and playback from CloudFront.



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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


  • 3.  RE: Auto Answer Alets

    Posted 04-11-2024 08:10
    Edited by Mark Dumee 04-11-2024 08:14
    No replies, thread closed.

    We have the same issue. I raised a ticket at Genesys Support but it is hard to explain the difference between alerting and the whisper prompt, as they say alerting is not active on auto-answer. But I sure know it was and sometimes it still is. Now alerting sometimes happens and sometimes it disapears without a cause.
    In my opinion it should work in the following order: 
    1. (short, as auto answer is active) alerting on agent side/ringtone on customer side. 

    2. Call established between customer and agent.
    3. whisper prompt played to agent only(to be determined on queue or default-whisper-prompt from system prompts when field is empty on queue)/silence on customer side.

    4. Active voice channel between agent and customer to have the conversation on. 

    The ticket at Genesys Support is keeping me quite busy but I will share updates in this post. Maybe it is good to raise a ticket from your side as well to bring the issue under the attention.



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    Mark Dumee
    Cooperatieve Rabobank U.A.
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    Original Message


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