Enable 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 in 8x8 Contact Center, we have introduced Auto Answer. With this new feature, in persistent connection mode, 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 or On Demand mode that have 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:

Configure Auto Answer in 8x8 Agent Workspace

In 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., if Auto Answer is enabled for an agent, the agent is notified of their new status as soon as they log in.

  1. Log in to 8x8 Agent Workspace.
  2. Click Ok on the Auto Answer notification.
  3. Note: When 8x8 Agent Workspace is enabled, the label Auto-answer displays in the control panel.

  4. Change your status to Available to receive calls.
    When Auto Answer is enabled, agents receive an audio prompt to alert them as a call connects.
  5. If you change your workplace setting, you will receive a verification call. You must validate your new setting before you receive calls. For details, see our topic about how to validate your workplace setting.

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 Connection mode 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's phone connects on demand, 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 accept the call.
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.