Introducing 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, we have now 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:

  • 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 in the 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 while monitoring an agent who is not, the supervisor may be connected first, but the customer continues to hear queue music or the ring tone until the agent is connected.
  • Auto Answer is supported by Virtual Office desktop app, Virtual Office mobile app, and Bria 5 softphone. 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.

Configure Auto Answer in Configuration Manager

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. Auto Answer is paired with Workplace Setting Validation and configurable at the tenant level. To enable Auto Answer, you must also enable workplace setting validation.

Configure Auto Answer in Agent Console

In Agent Console, if Auto Answer is enabled for an agent, the agent is notified of their new status as soon as they log in.

  1. Click Ok to continue.

    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.
  2. If you have changed your workplace setting, you receive a verification call. For details, see our topic about workplace setting validation.
  3. Answer the call. A four-digit PIN is played to the agent. The PIN code is numeric only and is repeated in the call.
  4. Enter the PIN in the confirmation window and click Confirm. When confirmed, a message in the call verifies the successful verification. The new phone number is now VALIDATED.

    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.