Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Auto answer

    Posted 02-19-2025 10:32
    No replies, thread closed.

    Auto answer is set in our call center individually.  An agent is not hearing the alert when a call is being assigned. Volume on headset is not the issue. Not all agents are having this issue.  Any troubleshooting anyone can provide?


    #ArchitectureandDesign

    ------------------------------
    Yvonne Martinez
    AVP, Contact Center
    Rally Credit Union
    Corpus Christi TX
    ------------------------------


  • 2.  RE: Auto answer

    Posted 02-19-2025 10:46
    No replies, thread closed.

    Last week, we got the feature to turn on Auto Answer at a Queue Level.  By default, auto answer is disabled. You can enable auto answer at queue or agent level. Between the agent- and queue-level configuration, there is no hierarchy and the interactions are auto answered when the setting is enabled in either of the configurations. 

    As for the alert, that is set at the queue level with the whisper tone.  Check that under the Voice tab for each queue.  



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

    Original Message


  • 3.  RE: Auto answer
    Best Answer

    Posted 02-21-2025 16:01
    No replies, thread closed.

    Yep...make sure you have the Queue>Voice tab settings configured for what you want. If you don't choose a Whisper prompt it should just play a beep.



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


Related Content