The system administrator can configure Auto Answer for a specific agent login ID or an endpoint extension even when the agent is not logged in. The following options are available for configuring Auto Answer:
Option |
Agent login ID |
Endpoint extension |
None |
Auto Answer is not configured. The agent answers each new call manually. |
Auto Answer is not configured. The agent answers each new call manually. |
All |
The contact center automatically answers all calls when the agent or endpoint is idle. |
The contact center automatically answers all calls when the agent or endpoint is idle. |
ACD |
The contact center automatically answers all ACD and direct agent calls when the agent is idle. |
The contact center automatically answers all ACD and direct agent calls when the agent is idle. |
Station |
The contact center uses the Auto Answer settings configured for the endpoint extension. |
This option does not apply to endpoint extensions. |
The Auto Answer settings configured for an agent override the Auto Answer settings for the agent endpoint extension. If the administrator sets the Auto Answer setting for the agent to Station, the contact center uses the Auto Answer settings configured for the endpoint extension.
The system administrator can enable zip tones. When the contact center automatically answers an incoming call, the agent can hear a 440 Hz zip tone for a second. If the administrator configures VDN of Origin Announcement (VOA), the contact center plays zip tone first and then the announcement.
Avaya recommends that agents use a headset or take the endpoint off hook to hear a zip tone.
For more information about configuring Auto Answer and zip tones, see the agent configuration and global configuration sections in Administering Avaya Contact Center – Extended Capacity.
