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  • 1.  Queue Whisper - Limitations with Auto Answer? Whaaa?

    Level 2 Contributor
    Posted 03-05-2024 18:38

    Our teams have started implementing auto answer to save a few seconds and potentially cut down on Reject Timeouts. I thought the Whisper functionality would be great to let the agent know which queue they were being transferred a call from... but then I read this?!

    https://docs.8x8.com/8x8WebHelp/VCC/configuration-manager-vovcc/content/agent-whisper-phone-queues.htm

    Known limitations

    • In Auto Answer mode and in the process of validating a Persistent connection, at the very moment a call is offered, an agent will only hear the bleep and not the whisper for this interaction.

    Is auto answer not the perfect and most needed process to require the Whisper feature on?! I have not set this up for an auto answered agent yet... but is the limitation still in play?

    8x8, do I need a log a feature requestor is this already in the pipeline? Rough ETA?



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    Ben Fischer
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  • 2.  RE: Queue Whisper - Limitations with Auto Answer? Whaaa?

    Posted 03-06-2024 00:15

    Hi Ben - we implemented auto answer on all queues and we had whispers on them all. I soon removed the whisper function as it just doesn't work as it did on our old Avaya system. Sometimes the whisper would play, other times it would be clipped or not play at all and it caused too much confusion. I was told that the whisper comes in over the call in the agent's ear.  An audible alert plays at the same time.  Agents should use audible alerts or whispers but not both.

    I just couldn't get it to work effectively so removed it altogether. We don't have persistent connection though.
     



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    Lee Heppenstall
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    Original Message


  • 3.  RE: Queue Whisper - Limitations with Auto Answer? Whaaa?

    Posted 03-06-2024 01:12

    I have an agent on auto answer (persistent connection) and we've had no complaints about queue whisper; I just checked a couple of call recordings and they sound okay - I can't test properly with this user but you may want to experiment further yourself...



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    David
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    Original Message


  • 4.  RE: Queue Whisper - Limitations with Auto Answer? Whaaa?

    Level 2 Contributor
    Posted 03-06-2024 13:22

    Thank sounds very promising. Thank you Gents.

    Our Ops team is currently suffering from change fatigue, and would have been most unhappy if I had team members trying to test a feature that the KB says won't work, but it sounds like theres hope!



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    Ben Fischer
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    Original Message