Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Does anyone have times when a User is working on a preview campaign and randomly receives an Auto Answer pop-up message?

  Thread closed by the administrator, not accepting new replies.

  • 1.  Does anyone have times when a User is working on a preview campaign and randomly receives an Auto Answer pop-up message?

    Posted 06-01-2023 12:14
    No replies, thread closed.

    Does anyone have times when a User is working on a preview campaign and are randomly getting a pop-up message "You have an incoming voice conversation that will be auto answered." It occurs when the User selects the phone icon to place an outbound call.  It does not happen on every interaction.  We are not currently using Auto Answer on any queues.   Users are using a WebRTC phone.  Any Thoughts? 


    #Outbound
    #Telephony

    ------------------------------
    Jeff Lehmann
    CCS Medical
    ------------------------------


  • 2.  RE: Does anyone have times when a User is working on a preview campaign and randomly receives an Auto Answer pop-up message?

    Posted 06-01-2023 18:55
    No replies, thread closed.

    When dialing out the Calls tab and not the Conversations tab on behalf of a queue, it is considered a personal call, not an ACD call and it will not follow the utilization settings you have that controls how many calls at a time an agent can get.  Now, if you go into the Utilization settings and check the box for Block calls when on an non-ACD call, it will stop ACD interactions (inbound or outbound) from being sent to an agent if they are on a non-ACD call.  Hope this helps. 



    ------------------------------
    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: Does anyone have times when a User is working on a preview campaign and randomly receives an Auto Answer pop-up message?

    Posted 06-02-2023 14:44
    No replies, thread closed.

    Thank you Robert! 

    I will try this to see what happens.  I have looked back through Interactions, and am not seeing anything trying to present to him at the times he does receive the Auto Answer Pop-up.  It is just odd, because we do not have auto answer enable for our Users, and it only happens when they are previewing an outbound campaign interaction and press the option to place a call in that preview.

    I will keep you posted how this goes!

    Have yourself a great weekend!!



    ------------------------------
    Jeff Lehmann
    CCS Medical
    ------------------------------

    Original Message


Related Content