Auto Answering by Call Type

Starting with version 8.0.200.18, the Adapter supports auto answering for the calls with specific call types. Note: 8.0.200.18 was first available on 9/14/16. However auto-answering was not verified for use until 11/10/16.

Three new options were introduced to support auto answering according to call types. You enable this feature using:

• The new autoAnswerCallType option in the GPMC_<channel> (for example, GPMC_Voice) section of the Application to control the behavior for all agents.
• The new autoAnswerCallType option in each channel section (for example, voice) of the Agent's Annex to control the behavior for a specific agent.
• The new autoAnswerKey option in the GPMC_Common section of application to control the behavior at the interaction level based on User Data.

Notes:

• The auto answering functionality is enabled only if the corresponding Application autoAnswer option or the Agent’s Annex autoAnswer option for the given media is set to 1, as described in the Gplus Adapter 8.0 for SAP ICI Multi-Channel Deployment Guide.
• Auto answering is controlled hierarchically according to the following:
• User Data key/value overrides the autoAnswer option for both the Application GPMC_<Channel>/autoAnswer option and the Agent’s Annex/<channel>/autoAnswer option.
• The Agent’s Annex/<channel>/autoAnswer option overrides the Application GPMC_<Channel>/autoAnswer option. For example: if GPMC_Voice/autoAnswer=1 and Agent’s Annex/voice/autoAnswer=0, then auto answering is disabled for the voice channel.
• Auto answering works only if the agent is in the Ready state.

Control for all agents

To control this behavior, configure the following option in the GPMC_<Channel>/ section of the Application for each channel you want to control:

autoAnswerCallType

Default Value: empty string
Valid Values: internal, unknown, outbound, inbound, consult
Changes Take Effect: After restart

This option controls auto answering of a channel for all agents. When configured, the Adapter enables auto answering of incoming calls for the call types specified as the value. You specify one or more of the call types, separated by commas, to indicate those call types you want enabled for auto answering. For example, configuring autoAnswerCallType = internal enables auto answering only for internal calls. Configuring autoAnswerCallType = internal,outbound enables auto answering for internal and outbound calls.

Control for a specific agent

To control this behavior, configure the following option in the Agent’s Annex/<channel> section for each channel:

autoAnswerCallType

Default Value: empty string
Valid Values: internal, unknown, outbound, inbound, consult
Changes Take Effect: After restart

This option controls auto answering of a channel for a specific agent. Be please aware of the following:

• This option has higher priority than the corresponding option for a specific channel in the GPMC_<channel> section of the Application. For example, this means that configuring GPMC_Voice/autoAnswer=internal and Agent’s Annex/voice/autoAnswerCallType=outbound enables auto answering for that particular agent but only for interactions with the outbound call type.
• If auto answering is enabled for a specific agent, it overrides autoAnswerCallType option from the Application level even if this option is not configured on Agent's Annex level. This means that even if autoAnswer is enabled on Annex level but the autoAnswerCallType option is not configured, Adapter handles it according to the default value, which is an empty string. As a result, all call types will be auto-answered.

Control based on User Data

To control this behavior, configure the following option in the GPMC_Common section of the Application:

autoAnswerKey

Default Value: empty string
Valid Values: any string value
Changes Take Effect: After restart

This option controls auto answering based on interaction User Data. If configured, this option triggers auto answering for an interaction that contains the specified key in User Data. This option controls auto answering for all media supported by the Adapter. For the option value, specify the User Data key name.

The User Data value for the specified User Data key can be either 0 or 1.

• Set the value to 0 to disable auto answering for that interaction.
• Set the value to 1 to enable auto answering for that interaction.

This functionality overrides the autoAnswer option in both the Agent’s Annex and Application options. For example:

• If the autoAnswer option is set to 0 in the Application options and the User Data key is present in the interaction User Data and set to 1, then auto answering is enabled for that interaction.
• If the autoAnswer option is set to 1 in the Application options or in the Agent's Annex and the User Data key is present in User Data but set to 0, then auto answering is disabled for that interaction.