Changing Answer Delay - AT&T Call Management System Supervizor's Manual

Programming CMS Shift Configurations
Bon Voyage Travel
A g e n t
Split Pos
1 PERS
2 CHART
3 CORP
4 SUPPT
5 -
6 -
Configuration #2 - CONFIG_2
F Answer F Force
1 Delay 2 Delay
Figure 3-7. Line Group Options Screen

Changing Answer Delay

If an agent is not available when a call first rings, CMS allows the call to ring
for a certain number of seconds before it answers the call and connects it to
the voice announcement unit. If an agent becomes available during that
period, the call is transferred immediately to the available agent, not the
voice announcement unit. Answer delay is the number of seconds CMS waits
before it answers a call. The factory setting for answer delay is five seconds.
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 set 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.
3-18 Creating or Changing Shift Configurations
AGENT SPLITS
A g e n t
Split Pos
ID
F Auto
3 ACW
ADMIN CMS R3.O 3:57p 03/04
LINE GROUP OPTIONS
Num Answer Force Auto
Group Lines Delay
ID
A PUBLC 4
B SPECL 3
C CHART 6
D CORP 2
CALL FLOW
Splits Intra
Gp Main Sec Flow
A - -
B - -
c - -
D - -
Delay ACW
off
5s 0s
off 0s
5s
5s off 0s
off
5s 0s
Flow All
Spl Thresh Ring
1 30s off
off 2 30s off
off 3 30s off
4
off 30s off
5 30s off
off
6 30s off
F10 - Help
F Config
7 Screen