Enable Persistent Connection Mode

The Persistent Connection Mode in 8x8 Contact Center was previously known as off-hook connection mode. There is no change to the functionality, but just the terminology. By selecting the Phone Connection Mode, agents can set up their voice connection before they start working on calls and remain connected throughout their working day. Agents can respond to incoming and outbound phone calls with a simple click on the user interface improving their call handling efficiency. If the administrator allows agents to change their Phone Connection Mode, agents can choose one of the following modes from 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. profile: 

  • On Demand: On Demand Connection Mode creates a temporary connection from the agent’s workplace phone to the system. The agents have to 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 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.

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

Features

  • Agents can immediately and seamlessly connect to customers.
  • Offers a Persistent Connection Mode from the agent's device to 8x8 Contact Center 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.

Combinations for Phone Connection Mode and Auto Answer settings

Auto Answer can be combined with Persistent Connection Mode to create an on/off combination of the two features. Auto Answer settings combined with Persistent Connection Mode can be configured at multiple levels depending on the features 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 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.