We are having the HIPCC infrastructure with the following
ipcc hosted 7.0
recently customer wanted to have auto answer feature, so we enabled through the agent desktop settings, but customer wanted to know atleast one or two complete ring before call get answer automatically.
If any one gone through this experience kindly share your ideas.
You could change it from ccm instead under directory number configuration. If you set auto-answer with headset, if agent is using headset, the agent will hear one beep then will be connected to the caller. If Agent does not use headset the agents phone will ring until call gets answered or when it bounces to next Agent
so we enabled through the agent desktop settings ....
I never use that one. Much prefer the CUCM setting with the beep.
DAFitzgerald - it will work for you. It's really only suitable for headsets (that should cover almost all call centers) and agents do have control over it. If they forget to press the little button, it's not engaged. And they do forget ....
One correction on this. You actually can have it both ways with the CUCM auto-answer. If you have auto-answer selected on the DN. You will hear the zip-tone or three beeps. Followed by a ringback. This ringback time can be adjusted to however long you want it. The default is 1 second. It's a service parameter called 'auto answer timer'. If you wanted 2 full ringbacks you could adjust it to 7 seconds.
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