Hi Everyone,
I was following the thread by
@Anton Vroon from last week on the Agent Auto Anwer UI Change (original thread can be viewed
here) and would like to pass along some official communications around the recent UI Call Alerting Changes.
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Persistent Ringing Defect
Genesys Cloud deployed a code fix on January 7, 2023, to resolve an existing defect involving auto-answered calls for agents using WebRTC stations. The defect caused agents to hear an unexpected ringtone through the notification audio device in the user interface (usually a device other than the headset agents use for WebRTC audio).
Expected Behavior
When Auto Answer is enabled, it is expected that agents will be notified by either a whisper tone or a whisper audio prompt. If a whisper audio prompt is not configured, on the queue or in the Architect call flow, calls are immediately connected to agents followed by a whisper audio tone. (Whisper Tone is a single beep tone played through the agents Headset\WebRTC audio device.) This tone notifies agents they are receiving an incoming interaction and generally, occurs through the agent headset.
Enhanced Expected Behavior
A new feature has been added that presents a visual pop-up to agents using the Genesys Cloud CX User Interface (UI) for browsers and the desktop application when Interactions view is not in focus. This feature is expected to auto dismiss after 5 seconds.
Recommendation for Change of Behavior
If you want an enhanced audible alert through the agents' headset in conjunction with Auto Answer, configure Whisper prompts on your queues and/or in your architect flows.
For information on how to do this and for expected behavior, please see
Note: If agents do not typically maintain continuous usage of their WebRTC audio device, we recommended that you discontinue use of Auto Answer. A normal ringtone plays when an agent is set to manually accept interactions.
For more information, see
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#PlatformAdministration#Telephony------------------------------
Gabe Ladios
Genesys - Employees
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