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You can configure auto answer in various places. If the auto-answer feature is available for your account for inbound, outbound, or both calls, you can enable or disable auto answer for applicable calls at account- or user- level.

Excerpt
nameoverview
Note
You cannot enable or disable auto answer if the feature isn't available for your account.
Excerpt
nameaccount level

Account-level auto-answer settings affect all users in your account.

To enable auto-answer settings for all users in your account, switch on the VBC integration/WebRTC - auto-answer inbound calls, VBC integration/WebRTC - auto-answer outbound calls, or both features for your account.
To disable auto-answer settings for all users in your account, switch off the VBC integration/WebRTC - auto-answer inbound calls, VBC integration/WebRTC - auto-answer outbound calls, or both features for your account.
You can also prevent agents from changing their own auto-answer settings. To do so, switch on WebRTC - agents can't change auto-answer settings.

Find these settings in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center. For information, see Controlling features for your account.

Note

If enabled for your account, you can override these settings for individual users in User Admin. An agent can also override account-level settings in WebRTC options. For information about configuring user-level settings, see the User-level section later in this page.

When user-level settings have been set for an individual user, changing account-level settings has no effect on that user's settings.

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nameuser level

User-level settings override account-level settings for individual users.

You can change user-level settings in User Admin if enabled for your account.

To enable auto-answer settings for an individual user, switch on the Automatically answer outbound calls, Automatically answer inbound calls, or both features.
To disable auto-answer settings for an individual user, switch off the Automatically answer outbound calls, Automatically answer inbound calls, or both features.

Agents can change their own user-level settings in WebRTC options in their chosen agent experience.

Changing user-level settings in one place — for example, User Admin — is immediately reflected in the other — for example, ContactPad.

NoteTo avoid you and your agents changing their user-level settings at the same time, you can prevent agents from changing their own settings. To do so, switch on the WebRTC - agents can't change auto-answer settings feature in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center. For information, see Controlling features for your account
titleBest practices for using WebRTC

When using Vonage Contact Center with WebRTC, you should follow these best practices:

  • Web browser:
    • Reduce the number of windows and tabs you have open.
  • Hardware:
    • Upgrade computer hardware if CPU or memory limits are being reached.
    • Regularly restart computer, ideally daily.
    • Use a wired Ethernet connection (rather than a wireless connection) to connect to the network. Disable WiFi.
  • Software
    • Remove any non-essential applications.
    • Update audio and headset drivers to their latest versions.
  • Other:
    • Configure your headset as the default device for audio (playback and recording).

    • Disable exclusive mode settings for your audio (playback and recording) devices.

      Expand
      titleExclusive mode settings on Windows computers

      Find 'exclusive mode' settings in advanced properties for your audio devices within Control Panel.


    • Ask your supervisor to set your initial state to a state other than Ready.