Enabling Auto-answer for a Current Call Details Widget

The following describes how to turn on auto-answering for a Current Call Details widget, affecting inbound calls, outbound calls, or both.

It is typical to enable this for outbound calls, since it is likely that any outbound calls made by an Agent are deliberate and should not require their acceptance.

Conversely, inbound calls are likely to require the Agent to deliberately answer.

Either way, care should be taken when applying these settings to ensure that the Agent knows what to expect when a call occurs.

Implementation

  1. Access the list of configurations for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the CC4Web Configurations hyperlink.
  1. Launch the intended configuration.

    When viewing the list of available configurations:

    1. If you don't want the configuration to appear in a new window, un-tick the first check box.
    2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
    3. Locate the configuration you want to access, and click its Launch button.

    Always remember to save any intended changes before exiting this mode.

  1. Click Enter Design Mode.
  2. Locate the intended widget and click its Properties button. This will open the Properties page for the widget.
  3. Enable auto-answer for outbound calls, if needed.
    1. Select the Outbound Calling tab.
    2. Tick Option: OUTCALL_AUTO_ANSWER.
    3. If you want there to be a short delay between when the call is triggered and when it starts ringing, specify the length (in seconds) under Option: OUTCALL_AUTO_DELAY.
  4. Enable auto-answer for inbound calls, if needed.
    1. Select the VoIP tab.
    2. Tick Option: INCALL_AUTO_ANSWER.
    3. If you want there to be a short delay between when the call is received and when it is answered, specify the length (in seconds) under Option: INCALL_AUTO_DELAY.
  5. Click Save Changes.
  6. To return to the configuration, click Return to the Cxp Agent Experience; otherwise, you can now safely close the current window or tab.