Think of answer delay as a
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 |
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| AGENT SPLITS |
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| A g e n t |
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| A g e n t |
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| Pos | ID |
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| Pos | ID | |||||||
| 1 PERS | 16 | TOM |
| 3 CORP | 3 7 | I K E | |||||||||
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| 17 | CLIFF |
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| 39 | TINA | ||||||||
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| 19 | ERNIE |
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| 40 | DIANA | ||||||||
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| 21 | DEB |
| 4 SUPPT | 4 2 | R O N | |||||||||
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| 23 | BOB | 5 | - | 43 | NANCY | |||||||||
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| 24 | SHERM |
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| 25 WALT | 6 | - |
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| 2 CHART | 27 | BEN |
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| 28 | SAM |
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| 29 | NORM |
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| 31 | DI |
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| 32 | CARLA |
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| 3 3 | B J |
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| 35 | MAX |
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| DAY |
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| CMSIIR2 | 3:56p | 06/02 | |||||
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| LINE GROUP OPTIONS |
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| N u m A n s w e r F o r c e A u t o |
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| G r o u p L i n e s D e l a y D e l a y A C W |
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| A | PUBLIC | 4 |
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| 5s |
| On | 5s |
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| SPECL | 3 |
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| Off | 10s |
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| C |
| CHART | 6 |
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| 5s |
| Off | 5s |
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| D |
| CORP | 2 |
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| 5s |
| On | 5s |
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| CALL FLOW |
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| F l o w | A l l | |||
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| Splits |
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| Intra | S p l | T h r e s h | R i n g | |||
Grp |
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| Main | Sec |
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| Flow | 1 | 10s | Off | ||||||
A | 1 |
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| On | 2 | 5s | Off | |||||||
B | 1 |
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| On | 3 | 30s | Off | |||||||
C | 2 |
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| On | 4 | 30s | Off | |||||||
D | 3 |
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| Off | 5 | 30s | Off | |||||||
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| 6 | 30s | Off | |||
Configuration # 1 - | DAILY |
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| F10 - Help | ||
F | Answer | F | Force | F | A u t o | ||||
F | Config |
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1 | D e l a y | 2 | Delay | 3 | ACW | 7 | Screen |
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