AutoAnswer

[cloudbased]

Is there a way of enabling this in an ACD environment so that it only works when an agent is logged in.

Also, can this be enabled so that it FORCES the agent to autoanswer the calls without the option of pressing a key to enable or diable the function.

This needs to be forced on all agents, so that the agents do not have the option to disable it.

MCD 4.2

 

[kwbMitel]

I do not think there is any way to automatically engage a feature and force its use.

You can prevent it from being accessible when not logged in via COS but the rest no so much.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Supernova99]

Yes is the simple answer

If a single agent is in a agent group then calls will queue until the agent answers if the agent is logged out then you direct the call somewhere else using the PUAP
Auto answer is setup though the phone and will need to enabled in CoS
There is no way of preventing the users from turning off auto answer however if they go through the menu (Superkey) of the phone.
If you are using high end sets 5320, 5330, 5340 & 5360 users will not have the ability unless they enable the superkey and then enable/disable auto answer.

Share what you know - Learn what you don't

 

[dryaquaman]

Well, your not going to be able to disable the ability of the user to disable the feature. Other than perhaps activating the key and then deleting it (even then I don't think you'll be able to activate the key)

If you're running resilient ACD you should be able to activate it while the user is logged in. Then when they log in it should remain active even though it's not before they log in.
If not resilient - then no.

Dry Aquaman

http://www.university-music-on-hold.com

 

[LoopyLou]

if you get a new COS on login then you should be able to have it based on login or logout. I would be careful with auto answer myself. We had an ACD site that wanted to use it to force calls on agents. The agents all had headsets. What happened is the agents would walk away for a break and forget to make busy ( hmmm ). This resulted in callers ringing in and getting connected to one of these headsets where they could hear what was being said by other agents. Needless to say this was in a health care environment where all patient information is supposed to be protected. Management went bananas when we figured out what was happening. Needless to say they no longer use auto answer.

The single biggest problem with communications is the illusion that it has taken place.

 

[cloudbased]

Auto answer needs to be managed properly.

I think ACD Hotdesking will have to be the way so that it is only enabled when logging into the phone through a different COS.

Creating a key, activating it, and then deleting it works. However they can disable the feature with the superkey.

I wish Mitel would adopt Auto Answer properly like Avaya. Another one for the list.

 

[surferx0]

It's good to know that the COS Auto-answer only relates to the ability of the phone to toggle auto-answer, it does not relate to the phone's ability to use auto-answer. In order to force agents to use auto-answer you would have to manually toggle auto-answer on each individual agent phone to ON and then set the Auto-answer COS setting to "No" after you are done (on both the COS of the extension and agent) so they would be unable to toggle it off after that.

As far as auto-answer only being on when the agent is logged in, this isn't possible as far as I can tell, because the COS setting only allows the toggle option and doesn't actually turn it on or off. The closest you can get is setting your agents up as hot-desking ACD agents instead of traditional agents. This way when someone dials an agent's extension directly when they are logged out, it will not ring the phone and instead be directed to whatever your first alternative re-route is.

Of course, nothing can be done about agents forgetting to log out, DND, or make busy when leaving their desks, that's a training issue that management can decide if they want to deal with. Also don't forget that make busy will not stop calls that were transferred to the extension directly, and those calls will be auto-answered as well.

 

[kwbMitel]

Personally I would have concerns about enabling a feature on a phone and removing the option. In an upgrade situation this will create a conflict. How the system will resolve that conflict could be as simple as diabling the feature or as devastating as wiping the COS or Station.

I recommend training the staff instead.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[cloudbased]

Good call KWB, I have had devastating upgrades due to things like that!