Agent Workspace Softphone Auto-Answer Limitations
Objective
The new Agent Workspace Softphone answering experience has some limitations when used in conjunction with auto-answer. This guide will cover scenarios of what the expected behavior will be when using auto-answer.
Applies To
- 8x8 Contact Center
- Agent Workspace Softphone
Scenario 1
- Auto-answer is enabled
- Agent is logged in Agent Workspace
- Agent is logged in the Work apps (desktop, web and/or mobile)
Let's say a contact center agent is logged in Agent Workspace and in Work apps and they also have auto-answer enabled.
In this case the answering experience will behave as it did previously.
The new answering experience does not apply if auto-answer is enabled and both apps are in use.
Scenario 2
- Auto-answer is not enabled
- Agent is logged in Agent Workspace
- Agent is logged in the Work apps (desktop, web and/or mobile)
Let’s say a contact center agent is logged in Agent Workspace and in Work apps and they do not have auto-answer enabled.
In this case the calls for the CC extension and channels will be offered in Agent Workspace.
The calls and chats to the UC extension will be sent/offered in the Work apps.
Scenario 3
- Agent is logged in Agent Workspace
- Agent is not logged in the Work apps (desktop, web and/or mobile).
- Auto-answer settings do not impact.
Let’s say a contact center agent is logged in Agent Workspace and it is not logged in Work apps and they might have or not have auto-answer enabled.
In this case the calls for the CC extension and channels will be offered in Agent Workspace.
The calls and chats to the UC extension will be sent/offered in the Work apps even if the Agent is not logged in.