Improved Call Handling via Phone Connection Mode and Auto Answer

8x8 Contact Center has improved the existing call handling capability via two features: Phone Connection Mode and Auto Answer. With Phone Connection Mode, 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. There is no audio indication with the Phone Connection Mode. With Auto Answer, however, every phone interaction that is offered to an agent is automatically connected, eliminating the need to accept it manually. Agents receive an audio prompt to alert them of a call as it connects.

Introducing Phone Connection Mode

Administrators can choose one of the following Phone Connection Modes for agents: 

  • On Demand: On Demand Connection Mode creates a temporary connection from the agent’s workplace phone to the system. Agents must manually accept the call in their soft or hard phone.
  • Persistent: Previously referred to as off-Hook Connection Mode, Persistent Connection Mode creates a constant connection from the agent’s workplace phone to the system. Once the connection is open, it will stay active until logged out. Any changes to the setting will remain in effect for the whole duration of the agent’s persistent connection. 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.

Note: There is no audio prompt or audio indication for Persistent Connection Mode.

Renamed off-Hook Connection Mode to Persistent Connection Mode

The off-hook connection mode that was first introduced in version 9.8 has been renamed to Persistent Connection Mode. There is no change to the functionality, just to the naming of the feature.

Features

  • Agents can immediately and seamlessly connect to customers.
  • Offers a Persistent Connection Mode from the agent's device to VCC that is ready for outbound dialing.
  • Removes the need to connect the agent's workplace phone for every call handled.
  • Increases productivity from a higher throughput of calls.

Enable Persistent Connection Mode in Configuration Manager

If your tenant is provisioned with Persistent Connection Mode, this feature becomes available in Configuration Manager.

Enable Persistent Connection Mode in Agent Console

Persistent Connection Mode must be enabled by your tenant administrator. Once enabled, agents can see their connection mode in Agent Console under My Profile > Phone Connection Mode.