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How to configure Auto Answer for 8x8 Contact Center
8x8 Support

How to configure Auto Answer for 8x8 Contact Center

Objective

How to configure the Auto Answer feature for 8x8 Contact Center.

Applies To

  • 8x8 Contact Center 9.9 +

Procedure

Note: Auto Answer is only supported on line 1 for phone interactions.

If Auto Answer is provisioned for your tenant, you can enable it at the tenant level, agent group level, or agent level:

Enable Auto Answer at the Tenant Level

  1. In Configuration Manager, go to Home > Profile.
  2. Under Phone Connection Mode, choose On Demand or Persistent.
    Reset All allows you to standardize the default connection mode when there are different settings for this feature within the tenant, such as for agents or agent groups.
  3. Select Allow Agents to Change Phone Connection Mode if you want to enable all agents in the tenant to be able to change their connection mode.
    Reset All allows you to reset all agents and agent groups to the tenant setting.
  4. Select Enable Auto Answer. It enables Auto Answer at the tenant level for all agents.
    • Reset All allows you to reset all agents and agent groups to the tenant setting for this feature. A confirmation message is presented to show the operation completed successfully.
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Enable Auto Answer at the Agent Group Level

  1. In Configuration Manager, go to Agent Groups from the main menu.
  2. Click to edit or create a new agent group.
  3. Under Phone Connection Mode, choose On Demand or Persistent.
    Reset All allows you to standardize the default connection mode for all when there are different settings for it within the agent group. For example, you see Reset All if you have enabled agents to choose their mode. Reset All is not available when all settings are the same.
  4. Select Allow Agents to Change Phone Connection Mode if you want to enable all agents at the agent group to change their connection mode.
  5. Select Enable Auto Answer. It enables Auto Answer at the Agent Groups level for all agents. A confirmation message is presented to show the operation completed successfully.
    clipboard_e843ed27523790ec6ffbf63c87c9ad548.png
     
    Note: Auto Answer is visible at the Agent Groups level only if you have enabled it at the tenant level.

Enable Auto Answer at the Agent Level

  1. In Configuration Manager, go to Agents page.
  2. Click to edit or create a new agent and open the General tab.
  3. Under Phone Connection Mode, choose On Demand or Persistent.
  4. Select Allow Agents to Change Phone Connection Mode if you want to enable this agent to change their connection mode.
  5. Select Enable Auto Answer to allow agents answer their calls using the Auto Answer feature. Auto Answer is visible at the Agent level only if it is enabled at the tenant and Agent Group level.
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  6. In Agent Console, when Auto Answer is enabled for the agent, the agent is notified of their new status as soon as they log in.
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  7. Auto Answer is visually indicated with an A in the phone tab. This persists in all agent states.
    clipboard_eed17aa0cd894c0179f626b8c7ced6df6.png

Additional Information

Considerations when using Auto Answer:

  • The agent’s audio may be connected before any visual notification is made on the screen for the interaction or any screen pop can be enabled.
  • Direct Agent Access (DAA) or Direct Agent Routing (DAR) calls are only sent to an Auto Answer agent if they are on an Available state.
  • An Auto Answer agent with a post-processing time set to zero could potentially find themselves with a non-stop succession of calls.
  • If a supervisor is in Auto Answer mode monitoring an agent who is not, the supervisor may be connected first, but the customer will continue to hear queue music or the ring tone until the agent is connected.
  • Auto Answer is supported by Work for Desktop app, Work for Mobile app, and Bria soft phone. If the device is not supported, then the system defaults to the standard manual answer.
  • The Auto Answer feature is visually indicated with an A in the phone tab which persists in all agent states.
  • Bria Auto Answer works regardless of the tenant's settings (for example: On Demand) - Click the drop down arrow above the green Call icon and select "Auto Answer".

 

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