User`s guide
Administering Answer Delay and Force Delay
Pressing
[F2]
(labeled “Ans/Forc Delay”) from the Configuration screen
displays the Configure Delay screen, shown below.
CONFIGURE DELAY
ADMIN CMS1.0 3:31p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
|-Agent-|
|-Agent-|
Split
PDC
ID
Split
PDC
ID
Num
Lines
Answer
Delay
Force
Delay
Group
1 PUBLIC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416
LINDA
JOEL
IEN
JENNY
SCOTT
BILL
SARAH
JOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
5 -
6 -
417
418
424
CRAIG
BARB
CJ
A PUBLC
B BUSNS
C CHART
D -
9
6
5
0
10s
0s
5s
5s
Off
On
Off
Off
CALL FLOW
Flow
|-Splits-|
Spl Thresh
Gp
Main Sec Flow
A
B
C
D
1
2
3
-
4
3
2
-
On
Off
Off
Off
1
2
3
4
5
6
50s
30s
30s
30s
30s
30s
Configuration #1 - DAY
ANS/FORCE DELAY:
Grp (A-D):___
Ans Delay (0-99 sec):___ Force Delay (ON/OFF):____
F Cancel
1 Prompt
F Previous
5 Field
F Next
6 Field
F Enter
8 Data
From this screen, you can administer two delay options that affect the
handling of incoming calls: Answer Delay and Force Delay.
Answer Delay
The Answer Delay is the number of seconds CMS has a call wait before
connecting it to a voice announcement unit when no agents are available to
service the call. You may want to get some experience with CMS call
management before you change the answer delay from its initial setting of 5
seconds.
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 set 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.
4-38
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