This section uses a worked example to describe a basic configuration of Communication Manager and Call Center Elite resources for Avaya Workspaces for Call Center Elite integration. You can configure these resources as required for your Avaya Workspaces for Call Center Elite solution.
Auto answer
Using Communication Manager, you can configure the auto answer setting on the agent or on the station. If enabled for the agent, this overrides the station setting. To use auto answer, the station must be in a service state of in-service/off-hook. When you log in to a station using a deskphone, Avaya one-X® Agent, Avaya Agent for Desktop, or Avaya Workplace Client, the station is in this state. In an Avaya Workspaces for Call Center Elite solution, the following auto answer considerations apply when agents start work using Avaya Workspaces for Call Center Elite:
Deskphone
If auto answer is enabled on the agent station, the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first press the headset button or remove the deskphone from the cradle. This places the station in the in-service/off-hook state that is required for auto answer. Pressing the headset button again or placing the deskphone in the cradle logs the agent out of the station. If the agents wants to end the call using the deskphone without logging out of the station, a release button must be configured on the station.
If auto answer is enabled for the agent only, with the station setting disabled, agents can Start Work using Avaya Workspaces for Call Center Elite. However, the station is in the in-service/on-hook state after agents start work and auto answer is not active. Agents can receive calls which are not automatically answered, and when the call ends the agent is logged out of the station. To enable auto answer, agents must press the headset button or remove the deskphone from the cradle.
If auto answer is enabled for both the agent and the station, the agent setting overrides the station setting. However, in this scenario the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first press the headset button or remove the deskphone from the cradle to place the station in the in-service/off-hook state that is required for auto answer.
Avaya one-X® Agent
To use auto answer, the CM Auto Answer Support Required check box must be selected in Avaya one-X® Agent System Settings.
If auto answer is enabled on the agent station, the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first open and expand the dialpad, and click on one of the configured lines. This places a call to the station; when the agent ends this call the station is in the in-service/off-hook state that is required for auto answer.
If auto answer is enabled for the agent only, with the station setting disabled, agents can Start Work using Avaya Workspaces for Call Center Elite. However, the station is in the in-service/on-hook state after agents start work and auto answer is not active. Agents can receive a call which is not automatically answered, and when the call ends the station is in the in-service/off-hook state that is required for auto answer. All subsequent calls are auto-answered.
If auto answer is enabled for both the agent and the station, the agent setting overrides the station setting. However, in this scenario the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first open and expand the dialpad, and click on one of the configured lines. This places a call to the station; when the agent ends this call the station is in the in-service/off-hook state that is required for auto answer.
Avaya Agent for Desktop (H.323)
To use auto answer, the CM Auto Answer Support Required check box must be selected on the Preferences tab in Avaya Agent Configuration.
If auto answer is enabled on the agent station, the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first dial ‘0’. When the agent ends this call the station is in the in-service/off-hook state that is required for auto answer.
If auto answer is enabled for the agent only, with the station setting disabled, agents can Start Work using Avaya Workspaces for Call Center Elite. However, the station is in the in-service/on-hook state after agents start work and auto answer is not active. Agents can receive a call which is not automatically answered, and when the call ends the station is in the in-service/off-hook state that is required for auto answer. All subsequent calls are auto-answered.
If auto answer is enabled for both the agent and the station, the agent setting overrides the station setting. However, in this scenario the agent cannot Start Work using Avaya Workspaces for Call Center Elite. The agent must first dial ‘0’. When the agent ends this call the station is in the in-service/off-hook state that is required for auto answer.
SIP clients (Avaya Workplace Client / Avaya Agent for Desktop)
To use auto answer, the CM Auto Answer Support Required check box must be selected.
There are no further considerations or workarounds required for auto answer when using Avaya Agent for Desktop or Avaya Workplace Client as a SIP endpoint with the Avaya Workspaces for Call Center Elite solution.
