Is it possbile for the agent to automatically accept the incoming calls?

[Former Member]

Hi, colleages:

I want to set the automatical rule for the IC agents who followed the business rule which each incoming call must be picked up within 3 times bell rings.

Is it possible in CRM 2007 that force agent to connect the call without click the button ''Accept" ?

Thanks alot

Yan

[Former Member]

Hi, I think your point is all about management routine, not SAP product. if the agent forget to shift his status, it should be the agent's fault not SAP fault.

The IC manager will warn him if the agent forget to shift the status for many times.

Thanks alot

Yan

[Former Member]

what if they walk to the bathroom and forget to make themselves Not Ready. Answer the call to silence?