Enable Auto Answer

8x8 Contact Center has improved the call handling efficiency of agents via Auto Answer. Using Auto Answer, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. This new configurable option enhances agents’ 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. When in Auto Answer mode, agents receive an audio prompt to alert them of a call as it connects.

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

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 in an Auto Answer mode to an enabled 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 Virtual Office desktop app and Virtual Office mobile app. 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.

    Note: If Auto Answer is enabled, the Answer Call button is absent in the user interface when agents are offered calls.

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

    Enable Auto Answer for your 8x8 Contact Center

    With Auto Answer, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. If Auto Answer is provisioned for your tenant, you can enable it at the tenant level, agent group level, or agent level:

    Combinations for Persistent 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 features availability:

    Connection Behavior
    Persistent Off, Auto Answer OffPhone 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 OnPhone 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 OffPhone Connection Mode is Persistent, so the agent media path is always connected but for every phone interaction the agent needs to click the Accept button.
    Persistent On, Auto Answer OnPhone Connection Mode is Persistent, so the agent media path is always connected, and the interaction is automatically answered when offered.