Auto answer field descriptions

Last Updated : Jan 11, 2021 |

In Expert Agent Environment (EAS) environment, the auto answer setting for an Agent LoginID overrides the endpoint settings when the agent logs in.

Valid entry

Usage

all

All ACD and non-ACD calls to an idle station cut through immediately. The agent cannot use automatic hands-free answer for intercom calls. With non-ACD calls, the station rings while the call is cut through. To prevent the station from ringing, activate the ringer-off feature button, provided the Allow Ringer-off with Auto-Answer feature is enabled for the system.

acd

Only ACD split, ACD skill, and direct agent calls cut through. Non-ACD calls to the station ring tone.

For analog stations:

  • Only ACD can perform:

    1. Split calls and Skill calls

    2. Direct agent calls cut through

  • Non-ACD calls receive busy tone. If the station is active on an ACD call and a non-ACD call arrives, the agent hears call-waiting tone.

none

All calls to the station receive a ringing tone.

icom

The user can answer an intercom call from the same intercom group without pressing the intercom button.