CM: How to enable 'auto answer' feature

Agents who use Automatic Answer should use a headset. The agent hears zip tone through the headset and automatically connects to a call. If either the incoming trunk group or the agent's extension is data-restricted, the agent does not hear zip tone. Therefore, do not assign data-restriction to a headset user's extension. It is not recommended that you use Automatic Answer with a handset or speakerphone.

The handset or speakerphone must be off-hook (handset lifted or speakerphone turned on) all the time for the agent to hear zip tone. If automatic answer is assigned for all calls, when a non-Automatic Call Distribution (non-ACD) call arrives, non-ACD Auto-Answer agents hear Incoming Call ID tone, not ringing.

Problem Clarification

This article tells you how to enable 'auto answer' feature.

There are two places where you can configure the 'auto answer' feature: Station form and Agent form.

In Expert Agent Selection (EAS) environments, the auto answer setting on the Agent LoginID screen can override a station’s setting when an agent logs in there.

Note: For analog stations, if Auto Answer is set to'acd' and the station is off-hook and idle, only the ACD split/skill calls and direct agent calls auto answer; non-ACD calls receive busy treatment. If the station is active on an ACD call and a non-ACD call arrives, the Agent receives call-waiting tone.

Configuration steps

1. Change station 'x'

2. Go the the 2nd page. The 'auto answer' feature is listed on the right hand pane

Valid entries and Usage

• 
  all - Enter all to allow all calls (ACD and non-ACD) terminated to an idle station to be cut through immediately. Does not allow automatic hands-free answer for intercom calls. With non-ACD calls, the set is also rung while the call is cut through. The ring can be prevented by activating the ringer-off feature button when, on the Feature-Related System Parameters screen, the Allow Ringer-off with Auto-Answer field is y
  
• 
  acd - Enter acd to allow only ACD split /skill calls and direct agent calls to auto answer. If this field is set to acd, Non-ACD calls terminated to a station ring audibly
  
• 
  none - Enter none to cause all calls terminated to this station to receive an audible ringing treatment
  
• 
  icom - Enter icom to allow a telephone user to answer an intercom call from the same intercom group without pressing the intercom button
  

When using EAS, the agent's auto answer setting applies to the station where the agent logs in. If the auto answer setting for that station is different, the agent's setting overrides the station's setting.

Change agent-loginID 'x'. The 'auto answer' feature is listed on the 1st page.

• 
  all - immediately sends all ACD and non ACD calls to the agent. The station is also given a single ring while a non-ACD call is connected. The ringer-off button can be used to prevent the ring when, on the Feature-Related System Parameters screen, the Allow Ringer-off with Auto-Answer field is set to y
  
• 
  acd - only ACD split /skill calls and direct agent calls go to auto answer. If this field is acd, non ACD calls terminated to the agent ring audibly
  
• 
  none - all calls terminated to this agent receive an audible ringing treatment. This is the default
  
• 
  station - auto answer for the agent is controlled by the auto answer field on the Station screen.