Supervisors prefer to use auto-answer in ACD calls, so when they are away from desktops, they are still enable to answer calls without pressing 'answer' button on phones or CAD. I don't see such setting in IPCCX. CCM does have by extension, however, we use two lines per phone, and auto-answer is not supported by shared lines.
Try configuring in Desktop Administrator, desktop configuration, work flow groups, agents, workflow, "event" ringing, action, call control, This area will give you some options as far as autoanswering etc... You may need to setup your supervisors in their own work flow group so these settings don't apply to all.
Yes, I tried this and it works. However not as custoemrs expect, all supevisors have two lines, personal and ACD lines, the auto-answer will take over the existing call without notifying users. So we abandoned it after. Thanks anyway.
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