22Chapter 2 Intelligent Contact Center Agent
Other CallPilot features
Using Automatic Answer
If you have Automatic Answer enabled, you can use handsfree to answer calls. An audible tone tells you that you have an incoming call. Ask your CallPilot Administrator if you have Automatic Answer enabled. Handsfree calls are convenient and time saving because you do not have to use the handset or press buttons on your telephone. If you use Automatic Answer, be sure to activate the Not Ready feature before you leave your desk so that callers are not routed to your telephone when you are away.
How Automatic Answer works depends on what type of telephones your CallPilot uses:
•WLAN Handset 2210/2211: There are two ways to set up the WLAN Handset 2210/2211 for the Automatic Answer feature in a Call Center environment:
Place the WLAN Handset in the active (idle) state. When the call is received by the WLAN Handset, the handset automatically switches to the active
Place the WLAN Handset in the standby state. When the call is received by the WLAN Handset, the handset automatically answers the call, but cannot maintain the call. You must press the Power on/Start Call key before the call is dropped (after about 5 seconds) to maintain the call. If you do not press the Power on/Start Call key in time, the call is dropped.
The user must end every call by pressing the Power off/End Call key to release the system resources.
•i2002 and i2004 IP telephones: If you connect the headset before you initialize the phone, calls are heard over the speaker. If you initialize the IP telephone before you plug in the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button. Calls always ring at the IP telephone. Every time you reconnect the headset you must initialize the headset.
•Meridian and Norstar telephones: If you use a headset, calls ring at the telephone and the headset, but calls go to the headset.
•Business Series Terminals: If you connect the headset before you connect the telephone cable to the phone jack, calls goes to the handsfree speaker. If you plug in the telephone before you connect the headset, calls go to the headset as long as you have initialized the headset by pressing the headset button and then the release button. Calls always ring at the set. Every time you reconnect the headset you must initialize the headset. Calls always ring at the set.
•T7316e: This type of telephone is safe to use for Automatic Answer.
