Incoming call from a queue answered automatically.

[Jose Suarez]

Hello, we would like to have calls sent to users in a queue answered automatically. In other words, without the user answering, the call should be answered as soon as it is assigned. Is this possible in 3CX?

Thank you for your help with this question.

 

[fxbastler]

Hello, we would like to have calls sent to users in a queue answered automatically. In other words, without the user answering, the call should be answered as soon as it is assigned. Is this possible in 3CX?

Do you mean automatic call answering by the agent extension for every incoming call (e.g. from a queue)?
As far as I know: no, this is not possible with 3CX.

Automatic call answering depends on the phone being used and on whether this feature is enabled. Most IP phones offer this capability but it must be activated on the phone itself or via a template.

 

[TheodorosG_3CX]

This is an option in the 3CX V20 Softphone which apply to the agent directly:

 

[Jose Suarez]

Do you mean automatic call answering by the agent extension for every incoming call (e.g. from a queue)?
As far as I know: no, this is not possible with 3CX.

Automatic call answering depends on the phone being used and on whether this feature is enabled. Most IP phones offer this capability but it must be activated on the phone itself or via a template.

Thank you for your comment. In reality, users use the web client, not IP phones. It seems that this is not possible, and there is no information about auto-answering in 3CX. In some AI platforms, you mention some options that do not actually exist, or at least are not visible in version 20.

 

[Jose Suarez]

This is an option in the 3CX V20 Softphone which apply to the agent directly:
View attachment 50706

Thank you for your reply. Indeed, some AI platform documentation mentions that the auto-response option is not in the queue settings but exists in the user settings, either in the web client or, as you mention, in the app. However, I have checked the app and cannot find the option you share in the image. Which version did you see that option in, Behavior Options - Auto Answer?

 

[VoIPTools]

The screen capture provided by TheodorosG_3CX is from the Windows soft phone client. But be aware that this auto-answers EVERY call, not just queue calls. There really is no way of making only queue calls auto-answer. But perhaps 99% of the calls your call center agents answer are queue calls and that is less of a challenge in your environment. I don't know of a way to fix this problem.

 

[VoIPTools]

I suppose a custom web/soft phone client could do it, but that is a pretty drastic solution just to keep the employee from having to answer the phone. And I see a potential problem with this approach (auto-answer). People forget to logout of the queue, or change their presence. If you set their phone to auto-answer and the agent stepped away to get a drink, etc., that call is going to auto-answer and your customer is going to say "hello? hello?" and there will be nobody there to respond. I think you are chasing a questionable goal.

 

[BrunoI_3CX]

Thank you for your reply. Indeed, some AI platform documentation mentions that the auto-response option is not in the queue settings but exists in the user settings, either in the web client or, as you mention, in the app. However, I have checked the app and cannot find the option you share in the image. Which version did you see that option in, Behavior Options - Auto Answer?

Please note that the 3CX Windows Softphone current version is V5.4: https://www.3cx.com/blog/releases/windows-softphone-boss-secretary/

As a first step, please ensure you update the 3CX Softphone app to this version. Once updated, perform a new check by navigating to Settings > Behavior Options > Confirm if you can see the option accordingly and enable 'Auto Answer'.

 

[Jose Suarez]

Hello, thank you for the information and comment on this matter. It seems to work as we need it to with the softphone so that agents receive calls automatically when a call comes to their extension. In fact, the calls they will receive will only come from a queue of urgent calls, and although it is strict, agents could at times leave the queue, so they would not receive calls. For now, it will be a proof of concept. So, with the softphone, we see that it would be possible. Thank you all.

 

[VoIPTools]

If you choose to go down this path (I think it is a very bad idea), you will need to strictly enforce that people log out of the queue if they leave their desk. Humans make mistakes and I promise you, people will call and get transferred to a agent's phone, and there will be nobody there to speak to the caller. I will also point out that if the goal is to force the agent to answer quickly, there is nothing to stop them from asking AI how to turn off auto-answer. This is not a restricted setting. In the end, practically speaking, this is a user decision regardless of what administrators want..