8x8 Virtual Contact Center has improved call handling capability via Phone Connection Mode. With this feature, agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface improving their call handling efficiency.
Administrators can choose one of the following Phone Connection Modes for agents:
The Off-hook connection mode that was first introduced in 9.8 has been renamed to Persistent Connection Mode. There is no change to the functionality, just to the naming of the feature, so the following have been updated:
If your tenant is provisioned with Persistent Connection Mode, you can see this feature under Home > Profile. With Persistent Connection Mode, agents can instantly and seamlessly connect to customers and improve their productivity. Persistent Connection Mode provides a constant connection from the agent’s device to Virtual Contact Center. It removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface.
Without the Persistent Connection Mode, after agents log in to Virtual Contact Center and make themselves available, they have to accept the interaction for every call that comes through the queue. If they miss the ringing phone, they will no longer be available to take the interaction.
If Persistent Connection Mode is provisioned for your tenant, you can enable at the tenant, agent group, agent, or the campaign level:
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.
Note: The Reset all button only shows when there are a mixture of settings for that mode or option at the Tenant level.
Note: The Reset all agents button only shows when there are a mixture of settings for that mode or option within the Agent Group.
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:
|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 needs to 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.|
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