Answer Delay, Force Delay, And Priority Lines; A Typical Cms Application; Cms And Bon Voyage Travel - AT&T Call Management System Supervizor's Manual

Introduction to CMS
Answer Delay, Force
Delay, and Priority Lines
The CMS supervisor can modify the basic call management sequence by
using the CMS answer delay and force delay options, and by making one or
more CMS lines priority lines. 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.
Typical CMS Application
A
The following example shows how Bon Voyage Travel Agency, an
business, uses CMS to manage revenue-producing incoming call

CMS and Bon Voyage Travel

At Bon Voyage Travel, agents plan and book trips for several types of custo-
mers. Most of the travel agency's orders are placed by phone, so CMS is an .
important part of the agency's daily business transactions.
In general, Bon Voyage's customers fall into one of three groups: those who
plan personal travel, those who plan charter group travel, and those who plan
corporate travel. To handle these three types of calls and to manage the fre-
quent overflow of calls, the agency divides the customer telephone lines into
four line groups and organizes agents into four splits, as shown in Figure 1-1.

A Typical CMS Application 1-7

imaginary
traffic.