Auto-Answer After A Time-Out or Number of Rings

[upk_singhm]

Hey Team,
Greetings.

I am a novice at Genesys so please bear with me, I just want to know if it is possible to have an Inbound Call being answered automatically after a few secs have lapsed or after specified number of rings it has been ringing on the agent's system.

You know just like Auto-Answer but after a timeout lapse or Number of rings.

Appreciate any help.

Regards,

[Kubig]

It strongly depends on used type of the switch - in general it is PBX related, so if you have PBX (Alcatel, Avaya, ...) make configuration there. On Genesys SIP it is not possible yet as I know, but you can achieve it through agent application for example, but again related to used technology

[Steve]

Kubig is right that auto/manual answer is a PBX config issue.

This sounds like one of the often badly thought out things that customers ask for. If it is manual answer and the agent doesn't, there is probably a good* reason for that - they are busy or they are not there - and forcing a call to them wont give a good caller experience.

If a lot of calls ring but don't get answered, it is really a training issue rather than a technical one.

* A supervisors view of good may be different to that of the agent or the caller.

[cavagnaro]

On Alcatel no way to do that, it is automated or not, just as that. Can't imagine why do that, if agent doesn't answer better send to queue again instead of forcing the agent to answer....what if he is not there actually?
To do what you want (not best idea nor recommended) would be by a custom softphone with PSDK

[GMG]

Hi Upkar,

Please consider this reply, if you are using SIP.

1) If we are using Genesys SIP End Point/IWS/Desktop application, so we can customize the Desktop Application/IWs.
          a. Set the Delay in request answer call
2) If we are using Orchestration and SCXML based strategy and do not want to customize the IWS/Desktop Application, then we can go for below steps:
          A. We can wait for the Events to occur at ORS level.
          B. Once Event Ringing occurred.
          C. Then we can set a delay (X no. seconds)
          D. Send “Request answer call” to a SIP as a custom Event from SCXML strategy.
          E. This will connect the call to the agent.

It is not advised to use above way/steps, as it will spoil the customer experience and we all are working together “ To save the world from Bad customer service” .

I did it for one of my customer with ORS and SCXML script, as PS guy sold this feature  

GMG
CIV 8X

[terry]

Doesn't SCXML has dedicated action (why custom event?)  to answer calls?
Also routing strategy for delayed answer can be like:
Delay[time in milliseconds] AnswerCall[] Exit[]

[hossam]

You can do this using routing strategy loaded on agent extension. You can suspend for event ringing, wait for X seconds, send request answer call from strategy.

[cavagnaro]

[quote author=hossam link=topic=8342.msg36733#msg36733 date=1401151809]
You can do this using routing strategy loaded on agent extension. You can suspend for event ringing, wait for X seconds, send request answer call from strategy.
[/quote]

Same that GMG mentioned...but honestly...what is the point of doing this? If agent doesn't answer is because he is busy or not present. Why accept sometimes customers bad ideas even when technically possible?
GMG on which scenario was this good to do for you?

[GMG]

Hi Cavagnaro,

We have developed Aoc feature, for one of my customer, and they wanted to send AOC request (SIP Info 'Charge=Yes') when EvenConnected occured.

Earlier we never knew, how to capture the Events using SCXML, so what we have done, we have controlled the call answering from Strategy, and after Sending 'RequestAnswercall', we immediately, sent another request "SIP Info 'Charge=Yes'" (For AOC feature)).

Later PS guy told us how to capture the Event (WAIT FOR EVENT TO OCCUR) and we have removed this RequestAnswerCall from Strategy.


We have done this as work around and later removed from System. This is not a good idea to go for that.


--
GMG
GCP-CIV 8X

[hossam]

[quote author=cavagnaro link=topic=8342.msg36735#msg36735 date=1401158653]
[quote author=hossam link=topic=8342.msg36733#msg36733 date=1401151809]
You can do this using routing strategy loaded on agent extension. You can suspend for event ringing, wait for X seconds, send request answer call from strategy.
[/quote]

Same that GMG mentioned...but honestly...what is the point of doing this? If agent doesn't answer is because he is busy or not present. Why accept sometimes customers bad ideas even when technically possible?
GMG on which scenario was this good to do for you?
[/quote]

Totally agree. However, in few call centers, it's a compliance requirement to have auto answer and after some timeout. I faced it many times.