Filter
Top Products
Think of answer delay as a trade-off between the time a customer spends
listening to ringing and the time the customer spends on hold. You can use a
different answer delay value for each line group, depending on the type of
lines in the group and the amount of time the caller is likely to wait before an
agent is available.
The initial setting for answer delay is 5 seconds, the approximate length of
time from the beginning of one ring to the beginning of the next. You may
have changed that value when you administered your system. You can also
change the answer delay value for an active configuration through dynamic
reconfiguration.
Consider these factors when choosing an answer delay value
for a line group:
● If you have toll lines (such as 800 lines), you begin paying for a call as
soon as the line is answered. If calls are likely to be on hold before an
agent is available, you can increase the answer delay value in order to
decrease the amount of time on hold. This reduces your expenses for toll
lines.
● You may want to increase the answer delay value if you know callers have
to wait for an agent.
Callers may be less inclined to hang up if they wait
a little longer for CMS to answer the call but spend less time on hold.
Example
Pressing
[ F2 ] (labeled “Line Groups”) from the Configuration screen selects
the line group function.
A box appears around the line group area of the
Configuration screen and a different set of function keys appears at the
bottom of the screen. Refer to the following example.
Bon Voyage Travel
DAY CMSIIR2
3:56p 06/02
AGENT SPLITS
LINE GROUP OPTIONS
Agent
Agent
Num Answer Force Auto
Split
Pos ID
Split
Pos ID Group Lines Delay Delay ACW
1 PERS 16 TOM 3 CORP
37 IKE
A PUBLIC 4 5s On
5s
17 CLIFF
39 TINA
B SPECL 3
5s Off
10s
19 ERNIE
40 DIANA
C CHART 6
5s Off 5s
21 DEB
4 SUPPT 42 RON
D CORP 2
5s On
5s
23 BOB
43 NANCY
24 SHERM
5 -
25 WALT
6-
CALL FLOW
2 CHART
27 BEN Flow All
28 SAM
Splits Intra
Spl Thresh Ring
29 NORM
Grp Main Sec Flow 1
10s Off
31 DI
A 1 3 On
2 5s Off
32 CARLA B 1 3 On 3
30s Off
33 BJ
C 2 4 On
35 MAX
4
30s Off
D3- Off 5
30s Off
6
30s Off
Configuration #1 - DAILY
F10 - Help
F Answer
F Force F Auto
F Config
1 Delay 2 Delay
3
ACW
7 Screen
5-32 Dynamic Reconfiguration