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Advanced Training: Admin

Manual Answer / Ignore on All Calls

The Manual Answer / Ignore on All Calls option gives you control over how the system handles the routing of inbound calls. When it is on, all incoming calls always present to the agent with an Answer / Ignore dialogue. The agent always needs to click Answer in order to get the call. When the option is off, incoming calls are handled in a variety of ways depending on the agent's current connection status.

Enabling the Option

The option is located on the Company Information page.

To get there, go to:

Administrative Tab > Company Profile > Company Information > Edit


(Manual Answer / Ignore on All Calls)
Click to view larger image.

The option is a checkbox labeled Manual Answer / Ignore on All Calls.

Whether this box is checked or unchecked determines how the system interacts with the agent when an incoming call arrives. Once you've made your selection, click Save.

The Settings and How they Behave

When the Option is Off (Unchecked)

The box is unchecked by default. With the setting that way, here is what can happen when an incoming call arrives:

Agent Connection Result Sounds Played
Not currently connected on the agent leg The record pops up on the screen. The agent's phone rings. They are connected if they pick it up. Phone rings. If enabled, sound plays through computer.
Connected on the agent leg, but not the client leg The record pops up on the screen. The system automatically connects the caller to the agent. If enabled, sound plays through computer. Headset beeps when the connection is live.
On an outbound phone call The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when connection is live.
On an inbound phone call The agent cannot receive any additional inbound calls while on an inbound phone call. N/A


When the Option is On (Checked)

When the Manual Answer / Ignore on All Calls box is checked, the behavior described in the table above is modified. Instead, the Answer / Ignore dialogue is always presented before any call is sent through to the agent, regardless of the agent's current connection status.

Agent Connection Result Sounds Played
Not currently connected on the agent leg The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. If enabled, sound plays through computer (connection is live when phone is picked up*).
Connected on the agent leg, but not the client leg The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when the connection is live.
On an outbound phone call The Answer / Ignore dialogue is displayed on the agent's screen. If the agent accepts, the record pops up on the screen. Headset will beep to notify the agent of the call. If enabled, sound plays through computer. Headset will beep again when connection is live.
On an inbound phone call The agent cannot receive any additional inbound calls while on an inbound phone call. N/A


When Manual Answer / Ignore on All Calls is enabled, the system will never present a record pop up or initiate an agent leg until the user has accepted the call.

NOTE: Agents should be instructed to click Answer before physically picking up their phone. If they pick up their phone first and then click Accept, they'll have to switch lines on their call waiting before they can hear the caller.

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