AT&T Merlin II Feature Module 2 System Manual page 109

Call management system
Hide thumbs Also See for Merlin II Feature Module 2:
Table of Contents

Advertisement

5-32 Dynamic Reconfiguration
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 use 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.
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
Consider these factors when choosing an answer delay value
reconfiguration.
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
(labeled "Line Groups") from the Configuration screen selects
[ F2 ]
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
AGENT SPLITS
A g e n t
S p l i t
Pos
ID
1 PERS
16 TOM
17 CLIFF
19 ERNIE
21 DEB
23 BOB
24 SHERM
25 WALT
2 CHART
27 BEN
28 SAM
29 NORM
31 DI
32 CARLA
3 3 B J
35 MAX
C o n f i g u r a t i o n
1 - DAILY
#
F
Answer
F
Force
F
1
D e l a y
2
Delay
3
A g e n t
S p l i t
Pos
ID
3 CORP
3 7 I K E
39 TINA
40 DIANA
4 SUPPT
4 2 R O N
43 NANCY
5 -
6 -
Grp
A
B
C
D
A u t o
ACW
DAY CMSIIR2
3:56p
LINE GROUP OPTIONS
N u m
A n s w e r
F o r c e
G r o u p
L i n e s
D e l a y
D e l a y
A PUBLIC
4
5s
On
5s
Off
B
SPECL
3
C
CHART
6
5s
Off
D CORP
2
5s
On
CALL FLOW
F l o w
Splits
Intra
S p l
T h r e s h
Main
Sec
Flow
1
10s
1
3
On
2
1
3
On
3
30s
2
4
On
4
30s
3
-
Off
5
30s
6
30s
F 1 0 - Help
F
Config
7
Screen
06/02
A u t o
A C W
5s
10s
5s
5s
A l l
R i n g
Off
5s
Off
Off
Off
Off
Off

Advertisement

Table of Contents
loading

Table of Contents