Autoanswer on Call Centre Agents 2

[KevDBF]

I need to set up my call centre so that when a call is presented to an agent it will connect to them without the need for the agent to accept the call.

Is this simple enough?

 

[SuperJenks]

I think you can accomplish this by turning on HFAI for each agents phone. Any call presented to the phone will immediately be answered. When they step away from their phone, they will have to press dnd/sac or turn of the hfai feature.

 

[KevDBF]

Thanks for that!

My techie also got back to me to give me the order of button presses for the 2030 phones.

 

[mytelecoms]

Does anyone know if this is supported on the DS phones (5400's in particular)?

Looking at a new solution for a client who needs auto answer, and with the DT's being phased out, it seems sensible to get this working using DS.

 

[sizbut]

Yes/No.

The 20 Series phones have options to control the internal and external ringer, including setting them to Autoanswer.

DS phones support HFAns but it only applies to internal calls.

However it is possible to add a little fix that can achieve the same (this is undocumented and unsupported). On the User's Short Codes tab, add the following short code:

- Short Code: *DCP
- Telephone Number: 0,0,2,2
- Feature: CW

 

[mytelecoms]

Just what we need to know. Thanks