We configured auto-answer on our softphones, but there is a 2.1-second delay between the call arriving and the audio connecting.
Our Teams direct routing integration has a 1.5-second answer delay by comparison. Is the extra 600ms on the GC side a WebRTC negotiation overhead, or is it related to the SBC configuration?
We benchmarked the auto-answer delay using JMeter and a custom WebRTC test harness.
The 2.1-second delay breaks down as follows:
The biggest variable is the platform routing decision. During peak hours, it increases to 1.2 seconds because the ACD is evaluating more agents simultaneously.
That 2-second gap is devastating for callbacks.
The customer answers the callback, hears 2 seconds of silence, and assumes it is a robocall. By the time the agent’s audio connects, the customer has already said ‘Hello? Hello?’ twice and is annoyed. We reduced callbacks to our ‘VIP’ queue because the auto-answer delay was destroying our CSAT scores.