Auto answer is a call center feature that allows incoming calls to be automatically answered by the system after defined time, without requiring the agent to manually pick up the call. This feature is typically used to improve call center efficiency by reducing call waiting times and enabling agents to handle more calls. Overall, auto answers can help improve call center productivity, reduce customer wait times, and increase customer satisfaction by ensuring that calls are answered quickly and efficiently.

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There are two ways in which we can enable to auto answer functionality for the agents

1. Unified Routing

2. User Preferences

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Auto Answer through Unified Routing

1. Once you select Unified Routing from the launchpad, an admin has to select Agents from the left pane

   
   

   
   This facet of Unified Routing provides to its users, a simple interface to view and manage all the agents and user-groups present in a workspace.

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2. Once you select the agents then you will be able to view all the agents/user groups.

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3. To enable/edit auto answer in bulk, select the user groups option and you will be able to click on the three dots and edit the user group properties.

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4. After clicking on edit, we can see the Auto-Answering option, where we can enable the toggle and enter auto- answer timeout.

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5. Click on Save button to confirm the changes

6. The same steps can be done to enable/edit auto answer for a single agent through the Unified Routing agents page.

Auto Answer through User Preferences

1. Click on the user name to open the user overview page.

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2. Click on the preferences and you will be able to view the below mentioned page and here you can click on edit option and edit the Voice preferences, you will have to toggle the Enable Auto-answering option and also can assign the auto answer timeout like seconds,minutes as per the business requirement.