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About This Guide
3. If no agent is available, CMS waits a certain number of seconds, then
answers the call and connects it to a delay message. The length of
time CMS waits before answering the call is known as the answer delay.
If an agent becomes available at any time during the answer delay
interval or during the delay message, the call is transferred to the agent.
4.
no agent has become available and the delay message is finished,
If
CMS puts the call on hold.
5. As soon as an agent is available, CMS transfers the oldest waiting call
to the agent.
6. If the call has waited a certain amount of time (the intraflow threshold), it
may be sent (intraflowed) to an available agent in the secondary split (if
intraflow is on).
Answer Delay, Force Delay, and Priority Lines
The CMS answer delay, force delay, and priority lines options modify the
basic call management sequence. When no agent is available to answer the
call, the answer delay setting determines how long a call rings before CMS
answers and connects it to the delay message. With force delay active, all
calls are connected to the delay message whether or not there are available
agents, and callers hear the entire message before being connected to an
agent. Calls coming in on lines that have been designated priority are
answered before any other waiting calls.
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