User`s guide

CONFIGURE DELAY
SCREEN
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 by CMS. If calls are likely to be on hold
before an agent is available, increasing the Answer Delay value decreases
the time on hold, and, hence, the cost of the call.
● You can increase the Answer Delay if you know callers will have to wait
for an agent. Callers may be less likely to hang up if they wait longer for
CMS to answer but spend less time on hold.
Force Delay
The Force Delay option controls the transfer of calls to and from the voice
announcement unit. If Force Delay is on, calls that arrive for a line group will
not be transferred to an agent until callers have heard the entire message,
even if an agent is available. This means that calls may be queued up waiting
to hear the delay message even when agents are available. If Force Delay is
off, they will be transferred to an agent as soon as one becomes available.
IMPORTANT: You must assign a voice announcement unit to a line
group before you can turn on Force Delay for that line group.
To administer Answer Delay or Force Delay:
Press
[F2] (labeled “Ans/Fore Delay”) from the Configuration screen to select
this function. The screen title changes to “Configure Delay,” a box appears
around the Answer/Force Delay area of the screen and the following prompt
appears:
Prompt:
ANS/FORCE DELAY: Grp (A-D): __ Ans Delay (0-99 sec): __
Force Delay (ON/OFF):___
Action:
1 Enter a line group letter (A through D).
2 Enter the Answer Delay, the number of seconds (0 through 99)
you want calls to ring before CMS connects them to an
announcement unit if no agent is available to service the call.
Leave this field blank if you don’t want to change it.
The initial answer delay setting is 5 seconds, the approximate
time from the beginning of one ring to the beginning of the
next.
3 Type on to turn Force Delay on, or off to turn it off. Leave
this field blank to keep the current value. The initial setting
is off.
4 Press [F8] (labeled “Enter Data”).
Building or Editing Shift Configurations 4-39