Auto Answer IPAgent

[JoseZapeta]

i've been searching something like this. when an agent have a incoming call that agent can answer that call automatically without pressing the answer button, i want to do that because in the call center there are some agents that dont answer some calls and the calls becomes lost. any idea???

 

[Stinney]

Sorry for the long post but it's important to consider what you are trying to do to resolve this issue correctly:

Let's address the "lost" call issue first. A call delivered to an agent that is not answered should not be lost. Are you saying that because the agent doesn't answer the call just rings on the agent phone until the caller abandons the call? If so, you should set up Redirect On No Answer (RONA) treatment for the call. Set up a VDN for RONA treatment that sends the call into a vector that has a message that the caller's call is important to you and they are next in queue to be answered and queue the call at a top priority. Change the hunt group and add the RONA VDN to the RONA treatment on page 2:

Redirect on No Answer (rings): ___ (set this to 3 or 4 rings)
Redirect to VDN: _____ (set this to the VDN you created)

So instead of the caller hearing non-stop ringing and abandoning the call, they will be sent back into queue at the front of the line and answered by the next available agent.

Now to answer the auto-answer question.

Yes, you can set up auto-answer and use IP Agent. However, this might not resolve your issue. Auto-answer is going to send the call to the agent, with no ringing, and immediately connect the call to the agent. If the agent isn't there, then they still are not going to be there to greet the caller. Now instead of hearing non-stop rining, the caller is just going to hear dead air and no one on the line and hang up, which doesn't resolve the issue.

If you want to set up auto-answer anyway, you need to set up either the station or the agent's ID with auto-answer. In the station form it's on page 2, in the agent form it's on page 1. We set up the station as ACD for auto-answer and the agent id as Station. This sets up the agent to auto-answer ACD calls only (only calls from a queue).

You also have to make sure that the IP Agent is set up for auto-answer under the Program Options, General Settings you have to check off the Enable support for auto-answer.

If you are using telecommuter mode for the IP Agent, when the agent logs in, the system calls their phone, when they answer they have to leave the phone off hook their entire shift. Their station also has to have the service link mode set to permanent. This means, no using cell phones, cordless phones or wireless headsets (the batteries just won't last an entire shift). Plus if they are using cell phones, the minute usage will be through the roof every month.

The advantage of using RONA instead of auto-answer is that you can run a report on the VDN to see how many calls are going to RONA in BCMS or CMS. If you have CMS you can customize historical agent reports and add the NOANSREDIR data field to show how many times a specific agent is allowing calls to RONA.

If you run into issues with management not wanting to implement either of these solutions, the only other thing you can look at is ring time in a historical agent summary report if you have CMS. Agents with significan amounts of average ring time would be suspect of allowing calls to RONA.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[JoseZapeta]

i really appreciate your reply, let me show you how we have our call center plan on CM (attachment pictures). And about the auto-answer you were right i made some test whit my own station and just call me back and i dont want that.