Turn on auto answer for agents

Prerequisites

  • Agent UI > Agents > Delete permission
  • Agent UI > Agents > Edit permission
  • Agent UI > Agents > View permission
  • Directory > User > Edit permission
  • Directory > User > View permission
  • Telephony > Plugin > All permission
  • The agent’s phone must support auto answer. For a list of phones that support auto answer, see Managed phones: models and features matrix.

When you enable auto answer for an agent, Genesys Cloud automatically connects the agent to incoming ACD interaction without the agent clicking Accept. When an agent who has auto answer enabled receives an incoming ACD interaction, Genesys Cloud plays a short tone for the agent to alert them to the incoming interaction.

Note: Auto answer feature is not available for web chats.

To set up auto answer for agents, perform these steps:

  1. Click Admin.
  2. Under People and Permissions, click People.
  3. Use the search or page through the user list and find your desired user.
  4. Click the user’s name. 
  5. Click the Auto Answer tab.
  6. Enable Auto-Answer. By default, all channels are selected.
  7. (Optional) You can select only the channels that you want to enable auto answer.
  8. Click Save.
Note: For better performance using auto answer, enable persistent connections in the baseline appearance settings for any phone used by an agent who has auto answer enabled. For more information, see Configure managed phones.