3cx auto-answer,

[Mohamedseliem]

hi everyone,
I have few questions so bear with me please:
- is there a way to enforce Auto-answer for the agents ? is auto-answer status (enabled/disabled) trackable ? I know from the desktop app it's doable but the agent can change it
- best queue ring-time can be set ?
- when queue is empty, does the call drop immediately or waits ?
- what is "mean time" in call reports ?
- the total login time, does it include the talking time or shall i add it to login time ?

thanks a lot

 

[SweetAction]

hi everyone,
I have few questions so bear with me please:
- is there a way to enforce Auto-answer for the agents ? is auto-answer status (enabled/disabled) trackable ? I know from the desktop app it's doable but the agent can change it

Not officially. You could hack the IP phone itself to auto-answer via a custom template if required though. If only using a softphone you could have a scheduled task hack the settings XML every x seconds.

- best queue ring-time can be set ?

Please provide more information on this question.

- when queue is empty, does the call drop immediately or waits ?

Meaning no agents logged in? It goes right away to DNA (Destination no answer)

- what is "mean time" in call reports ?

Mean time should indicate average time, but you will have to confirm / wait for someone else to chime in.

- the total login time, does it include the talking time or shall i add it to login time ?

thanks a lot

Should include all time the agent is logged in, including on a call. Again, you will have to confirm / wait for someone else to chime in.

 

[Mohamedseliem]

Not officially. You could hack the IP phone itself to auto-answer via a custom template if required though. If only using a softphone you could have a scheduled task hack the settings XML every x seconds.

how that can be done ? for the softphone i mean
any tutorial ?

Please provide more information on this question.

our queue ring-time is set 10 sec to switch between the agents through round-robin strategy, would that affect ABN rate or not ? shall i increase or decrease it ?

Meaning no agents logged in? It goes right away to DNA (Destination no answer)

Mean time should indicate average time, but you will have to confirm / wait for someone else to chime in.


Should include all time the agent is logged in, including on a call. Again, you will have to confirm / wait for someone else to chime in.

our queue is 801 Extension, sometimes i find a call from it to one of the agents ? what could be the issue ?
801 is calling 444 for example

 

[SweetAction]

how that can be done ? for the softphone i mean
any tutorial ?

3CX for Windows application stores it's settings in %appdata%\3CXPhone for Windows\3CXPhone.xml. The AutoAnswer option is either 0 for no autoanswer or 1 for autoanswer.
<AutoAnswer>0</AutoAnswer>
You'll have to write your own script to update it, then have that run on a regular basis.

our queue ring-time is set 10 sec to switch between the agents through round-robin strategy, would that affect ABN rate or not ? shall i increase or decrease it ?

ABN like how your telephone service provider bills you? Switching between agents (polling) has no effect on that.

our queue is 801 Extension, sometimes i find a call from it to one of the agents ? what could be the issue ?
801 is calling 444 for example

More details needed, but the Q calls a person in multiple situation - you should check the extension statistics report for more details, or enable verbose logging and use the logs in 3CX.