Configuring automatic call acceptance for agents in Contact Center

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<p id="docs-hc-snippet" style="display: none;">Admins can configure Contact Center so that inbound calls are automatically accepted on behalf of agents. This setting is controlled on a per-agent basis in Amazon Connect Customer, so you can enable auto-accept for some agents and leave it disabled for others.</p>
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<p id="docs-ai-summary-content">You can turn on automatic call acceptance for inbound voice contacts so selected agents’ calls are accepted for them. This per-agent setting helps agents handle calls with less clicking, while still letting you enable it only for the users you want. You can also update auto-accept later with bulk edit after users are created.</p>
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<p class="p">Admins can configure Contact Center so that inbound calls are automatically accepted on
behalf of agents. This setting is controlled on a per-agent basis in Amazon Connect
Customer, so you can enable auto-accept for some agents and leave it disabled for
others.</p>
<p class="p">When an incoming voice contact reaches an available agent with auto-accept enabled, the
contact console may briefly display the call notification before the call is
automatically accepted. The call console displays only an <strong class="ph b">Accept</strong> option and
<strong class="ph b">Show details</strong> for any call information (for example, contact attributes). For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10937641189786#accept-auto" target="_blank">Automatically accepting calls</a>.</p>
<p class="p">You can’t configure per-channel auto-accept during user creation when importing users with a <tt class="ph tt">.csv</tt> template. Instead, create the users first, then use <strong class="ph b">Bulk Edit</strong> to update their per-channel auto-accept settings.</p>
<p class="p"><strong class="ph b">To configure calls auto-accept</strong></p>
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<li class="li">Access your Amazon Connect instance, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10954975160858" target="_blank">Accessing Amazon Connect and AWS Console from Contact Center</a>.</li>
<li class="li">Under <strong class="ph b">Users</strong>, click <strong class="ph b">Users</strong>.</li>
<li class="li">In the list of users, select one or more agents, then click <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Contact handling</strong> click the <strong class="ph b">Auto-accept
contacts</strong> toggle to turn automatic acceptance for <strong class="ph b">Voice</strong> on.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
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