Enabling Auto Answer

This section explains how you can enable auto answer. Follow the steps below.

1. Log in to Salesforce org.

2. Navigate to Setup.

3. In the Quick Find box, enter Service Channels.

4. Edit the Phone channel.

5. Select the Automatically accept work request option.

6. Click Save.

Notes

1. Auto-answer is mandatory for Predictive and Progressive Outbound pacing mode calls to ensure the algorithm works as intended.

2. For agents using SCV, do not select the Auto-accept calls checkbox under Amazon Connect’s User management. Access the Amazon Connect console from the Salesforce org by navigating to Setup > Partner Telephony Contact Centers > Name > Telephony provider settings. In the Amazon Connect Console, click User management and select the user to enable/disable the settings.

3. For SCV implementations, disable the Enable auto-answer for Outbound (HVOC) calls checkbox in the Acqueon Workspace Amazon admin. If there are additional users who use standalone Acqueon Workspace softphone (not SCV) as part of the same instance, enable the Auto-accept calls checkbox under User management of Amazon Connect for those specific users alone.