User Community Feedback

UC-One Communicator has an Auto-Answer feature that enables our customers a way to handle calls with minimal touch. Even on outgoing, click-to-dial calls whenever an application utilizes that. So that all incoming calls are automatically answered and if there is an outbound click-to-dial call made, it just goes out without any need of having to manually answer the call in UC-One Communicator.

This is accomplished with a tag and only works if UC-One is the Primary device, under Addresses of the User Profile. I’ve attached a how-to document that illustrates the components to make it work. But my focus here today is on how this tag doesn’t work with Webex in any configuration I set it up in.

%ENABLE_REMOTE_CONTROL_EVENTS_DESKTOP%

true

false

The “true” enables the feature while the default is “false” (per our configurations) if no tag is present and can be used at the Group or User level tag-sets.

Unfortunately, we understand that UC-One is nearing end-of-life and that the idea is to move to Webex. Which we are currently setting up for deployment and migrations from UC-One to it.

We fear that when we migrate our UC-One communicator customers to Webex, they are going to suddenly lose this ability. This will severely impact those customers as there are entire Call Centers set up with these minimal touch methods.

I’ve searched documentation and I cannot find a Webex equivalent at this time. I have tried all manners of configurations with Webex to replicate it and I cannot manage it. So I put in a ticket (691929119) asking whether or not this is possible and how to accomplish it.

However, they are stating that Webex simply doesn't have it and that I need to put in a feature request.

We're hoping that this is just an oversight in Webex development and are hoping for a fairly quick turn-around on adding this feature so that customers don't lose it upon migrations to the newer application.