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Programming CMS Shift Configurations
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.
You can increase the answer delay if you know callers 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.
To change the answer delay, do the following:
1.
From the Line Group Options screen, press [F1] (Answer Delay).
The editing function keys appear with this prompt:
ANSWER DELAY :
2.
Enter a group letter (A-D).
3.
Enter the number of seconds (0 through 99) a call should ring for that
group before CMS answers.
The factory setting is five seconds, the approximate time from the
beginning of one ring to the beginning of the next.
4.
Press [F8] (Enter Data).
The Line Group Options screen reappears and the answer delay for the
specified line group is updated.
Repeat steps 1 through
5.
or press [F7] to return to the Configuration screen.
6.
Choose an activity from the Configuration screen or press [F7] to return
to the Stored Shift Configurations screen.
7.
Choose an activity from the Stored Shift Configurations screen or press
[F8] to return to the Administration Menu.
Group Letter: _
to adjust the answer delay for another group,
4
Creating or Changing Shift Configurations 3-19
How Many Seconds:
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