Improved Call Handling via Phone Connection Mode and Auto Answer

8x8 Virtual 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. With Auto Answer, however, every phone interaction that is offered to an agent is automatically connected, eliminating the need to accept it manually.

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

Renaming 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, so the following have been updated:

Introducing Auto Answer

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. 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:

Configuring Connection Mode and Auto Answer

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:

Enabling Persistent Connection Mode as an Agent

If allowed by administrators, agents can change their connection mode to Persistent or On Demand via My Profile > Phone Connection Mode. A confirmation message notifies the agent of the setting change.

To enable Persistent Connection Mode for a session:

  1. Log into the Agent Console, your status is set to On break.
  2. Change the status to Available. You receive an inbound phone call.
  3. Answer the phone call to receive a four-digit PIN code to authenticate the persistent connection. This PIN is valid only for that session.
  4. At the prompt, enter the PIN and confirm. A message appears on top indicating that Persistent Connection Mode is open. If you miss the call, click to re-open the connection.

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.

 


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