Enable Auto Answer

Note: Auto Answer is currently on limited availability. Contact 8x8 Support for more help.

To further enhance the call handling efficiency of agents in 8x8 Contact Center, we have introduced Auto Answer. With this new feature, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. This new configurable option enhances agent efficiency by quickly connecting the calls and reducing the number of clicks an agent has to make. Auto Answer also helps prevent agents from rejecting or missing calls on their workplace phone. Unlike the Persistent Connection Mode that has no audio indication, when in Auto Answer mode, agents receive an audio prompt to alert them of a call as it connects.

Considerations when using Auto Answer:

Configure Auto Answer in Agent Console

In Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., if Auto Answer is enabled for an agent, the agent is notified of their new status as soon as they log in.

  1. Log in to Agent Console.
  2. Click Ok for the Auto Answer notification to continue.
  3. The Auto Answer is connected now.
  4. Change your status to Available to receive calls.
    When in Auto Answer mode, agents receive an audio prompt to alert them of a call as it connects. Auto Answer is enabled. It is visually indicated with an A in the phone tab which persists in all agent states.
  5. If you change your workplace setting, you will receive a verification call. You must validate your new setting before you receive calls. For details, see our topic about how to validate your workplace setting.
  6. Note: Validation calls are not auto answered.

Combinations for connection mode and Auto Answer settings

Auto Answer can be combined with the Persistent feature to create an on/off combination of the two features. Auto Answer settings combined with Persistent can be configured at multiple levels depending on the feature's availability:

Connection Behavior
Persistent Off, Auto Answer Off Phone Connection Mode is On Demand and Auto Answer is off, so the agent needs to answer the phone for every phone interaction.
Persistent Off, Auto Answer On Phone Connection Mode is On Demand and Auto Answer is on, so the agent phone automatically connects, and the interaction is auto-answered when offered.
Persistent On, Auto Answer Off Phone Connection Mode is Persistent, so the agent media path is always connected, but for every phone interaction the agent must click the Accept button.
Persistent On, Auto Answer On Phone Connection Mode is Persistent, so the agent media path is always connected, and the interaction is auto-answered when offered.