Auto-Answer lets you configure call queue calls to be answered automatically on an agent's device, so your inbound agents spend less time picking up calls and more time helping callers. It works with Freedom for Salesforce, Freedom Web, and Natterbox-supplied Yealink phones.
How Auto-Answer works
You enable and configure Auto-Answer on each call queue individually. For every queue you can control how long an agent's device rings before the call is answered automatically, whether agents can reject the call, and whether they hear a ringtone or beeps. Agents can still answer manually at any point before the timer elapses.
Configuring Auto-Answer
Auto-Answer is configured at the call queue level. To set it up, open the relevant Call Queue component and select the PROPERTIES tab.
Scroll to the bottom of the tab to find the Auto-Answer controls.
Move the Enable Auto Answer slider to the Enabled position.
In the box that appears, set how long agents' devices should ring before the call is answered automatically. The allowable range is from 0 seconds up to the shortest ring time configured on any group. If you enter a higher value, a message beneath the box tells you the maximum you can use.
Choose whether agents hear a ringtone or beeps to signal that they are receiving a call that will be answered automatically.
Set whether agents can reject the call. In the Disabled position, the Reject button is hidden from the agent's interface. The Answer button always remains, so agents can still pick up the call before it would have been answered automatically.
Calls that Auto-Answer does not support
Auto-Answer is designed for call queues only. It does not work for the following call types.
Hunt Group calls
Hunt Groups ring multiple agents at the same time, and the other agents' devices stop ringing as soon as one agent answers. If no agent picked up within the Auto-Answer time, every agent's device would try to answer at once, so Auto-Answer is not supported for Hunt Groups.
Calls unaffected by an agent's availability status
DDI calls and internal calls (including transfers) ring an agent's device regardless of their availability status. Enabling Auto-Answer for these calls could connect a call to a device when the agent is not on shift, so these call types are not supported.
The agent experience
They can still answer the call manually as usual, but they now see a countdown timer in their interface showing when the call will be answered automatically if they have not already picked it up. If you have disabled the ability to reject calls, the red Reject button does not appear.