Extending time of agent auto answer

[krishnamohan.kp]

Hello,

We have enabled auto answer for the agents in agent desk settings. ( ICM 7.5 , CCM 7.0) . The customer requirement is - the call should be auto anwered only after 3 or 4 rings . By default it is not possible. Can this be done by some regsitry changes in PG .Or is there a way that we can change the beep sound wave file to a lengthy wave file so that agent would get ample time to answer the call even it is auto answer.Kindly advise.

Regards

Krishna

[david.macias]

Why don't you add after call work of 30 seconds to your agents?  What you're suggesting is not best practice.

david

[jessepbeatty · Accepted solution]

If you use UCM line settings for auto answer instead of ICM desk settings, there's a setting called Auto Answer Timer somewhere in the service parameters that you can adjust. I haven't played around with it recently, but I think I remember the behavior being the agent hears silence after the initial beep while the customer hears ringback until it is answered. Don't quote me on that, though.

[Irfan Tariq Javed]

hi Krishna

We also had this type of requirement from one of our telecom customer , as this option is not available in ICM so we customized  CTIOS to ring and then call get answered . It is working fine till now .

If you like to implement this feature you need to play with the code of CTIOS customization is required

Regards

Irfan Tariq

[kartik.bhatia]

You can try a CAD Work Flow on Call ringing event with a Delay[30 secs] first and then Call Answer action.

[krishnamohan.kp]

Hi jessepbeatty,

Thanks for the clue. It really worked. I have disabled the auto answer from ICM and enabled in the CCM service parameter with 10 secs. It worked.

Regards

Krishna

[jessepbeatty]

Krishna,

Glad I could help. The disadvantage to doing it that way is that it's set at the phone level, not the agent level. If an agent moves to a non-autoanswer phone it stops working. If you have a dedicated set of phones for the call center, it's probably not as big an issue.

[Irfan Tariq Javed]

hi Jessepbeatty

thats something new I will also try this one ,thanks for the useful information.

Regards

Irfan Tariq