How does Auto Call feature work in the Contact Center App?

The Auto Call feature of the Contact Center App allows users to transfer the calls directly to the agent who was idle for a longer period of time. This feature is very useful when the routing is set up to transfer the calls to a team. The system will automatically identify the team member who hasn’t answered any call for a longer period and transfer the call to that team member.

Note: This feature works only when calls are routed to teams.

Steps to Configure Auto Call

• Log into your Apptivo account and navigate to the Contact Center App. In the Contact Center App, select Settings from the App Header.

• In the Settings page, navigate to Contact Center → Auto Call from the left navigation panel. The Auto Call page will come into view.
• Enable the toggle. The changes are saved automatically.

Instance 1: When all the agents are online

Consider the call routing is configured to transfer the calls to a team.

• When all the members of the team are online, the call will be automatically forwarded to the agent mobile phone number who hasn’t answered any call for a longer period. In other words, if the idle time is more, then the call will be forwarded to that agent.

• When the call is forwarded by Auto Call condition, the call will be listed directly in the Live Calls page instead of Call Queue.

Instance 2: When only one agent is online

Consider the call routing is configured to transfer the calls to a team.

• When all the members of the team are away and only one member is online, the call will be forwarded to the agent mobile phone number who is online.

• When the call is forwarded by Auto Call condition, the call will be listed in the Live Calls.

Instance 3: When the calls are more than agents online

Consider the call routing is configured to transfer the calls to a team. Now, you are three incoming calls but only two agents are online.

• In this case, the first two calls are forwarded to the agents based on their idle time.
• The first call is forwarded to the agent with longer idle time followed by the next agent.

• These two calls will appear in the Live Calls page.

• The unanswered call will be listed in the Call Queue.

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• Round Robin