Agent Workspace Softphone Auto-Answer Limitations

Updated: 07/24/2024

Objective

The new Agent Workspace Softphone answering experience has some limitations when used in conjunction with auto-answer. This guide will cover scenarios of what the expected behavior will be when using auto-answer.

Applies To

  • 8x8 Contact Center
  • Agent Workspace Softphone

Scenario 1

  • Auto-answer is enabled
  • Agent is logged in Agent Workspace
  • Agent is logged in the Work apps (desktop, web and/or mobile)
Let's say a contact center agent is logged in Agent Workspace and in Work apps and they also have auto-answer enabled.
In this case the answering experience will behave as it did previously.
The new answering experience does not apply if auto-answer is enabled and both apps are in use.

Scenario 2

  • Auto-answer is not enabled
  • Agent is logged in Agent Workspace
  • Agent is logged in the Work apps (desktop, web and/or mobile)
Let’s say a contact center agent is logged in Agent Workspace and in Work apps and they do not have auto-answer enabled.
In this case the calls for the CC extension and channels will be offered in Agent Workspace.
The calls and chats to the UC extension will be sent/offered in the Work apps.

Scenario 3

  • Agent is logged in Agent Workspace
  • Agent is not logged in the Work apps (desktop, web and/or mobile).
  • Auto-answer settings do not impact.
Let’s say a contact center agent is logged in Agent Workspace and it is not logged in Work apps and they might have or not have auto-answer enabled.
In this case the calls for the CC extension and channels will be offered in Agent Workspace.
The calls and chats to the UC extension will be sent/offered in the Work apps even if the Agent is not logged in.