The Auto-Answer functionality on a Device Adapter CC phone requires the following criteria:
-
The Auto-Answer feature is enabled on the target phone.
-
The Hands-Free functionality is enabled on the target phone.
-
The phone type is UNIStim.
-
An incoming call is on the primary DN.
-
Target phone is in idle status or has a held call before the new call.
The target phone plays a buzz tone and automatically answers the call after a short delay. If the foregoing criteria are not met, the phone only plays a buzz tone and displays the name and number for an incoming call, but the phone does not automatically answer the call.
The Auto-Answer feature also requires configuring the appropriate feature keys. The following table specifies what feature keys you must configure for different scenarios:
|
Scenario
|
Configuration
|
|
Agent handles calls in Auto-In mode.
|
|
|
Agent handles calls in Timed After Call Work mode.
|
The After Call Work key is recommended, but not required. Avaya Aura® Call Center Elite transitions the agent to After Call Work.
|
|
Agent needs to move to the After Call Work mode manually.
|
The After Call Work key is required.
|
Note:
The Auto-Answer feature is incompatible with the Interruptible Aux Work transitions to Manual-In or Auto-In mode. The transition does not require any agent’s actions, and the phone can become available when the agent is not present at the working place. Therefore, with Interruptible Aux Work, an agent who logs in to the phone with Auto-Answer enabled only receives a notification. If the call is force-answered and the agent is not present at the working place, the call is lost.
