Hey Team,
We’re looking to see if we have the option to have the phone system automatically answer a call after a set time if the agent doesn’t interact with the alert.
Example:
Call comes in
Alert pops up to Agent
Agent should select accept or reject within 20 seconds
After 20 seconds if agent doesn’t accept or reject, system automatically accepts the interaction
Is this achievable?
yes, auto answer is an option, please see the documentation at:
https://help.brightpattern.com/5.3:Scenario-builder-reference-guide/ScenarioBlocks/ConnectCall
The number of seconds that the scenario waits before the call is auto-answered. If you do not use auto-answer, leave this field empty.
This function will work for agents who use softphones. Support for this function in hardphones depends on a particular hardphone model.