What is divert delay in SAP CRM-CCI - SAP Contact Center?

SAP Term: divert delay

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Time before a call is redirected to another number, for example to voicemail.

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• Key Concepts: 
  Divert delay is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows incoming calls to be diverted to an alternate destination if the call is not answered within a specified amount of time. This feature is useful for ensuring that calls are not missed and that customers receive prompt service. 
  
  How to use it: 
  To use divert delay, you must first configure the CRM-CCI system with the desired divert delay settings. This includes setting the amount of time before a call is diverted, as well as the alternate destination for the call. Once configured, incoming calls will be diverted to the alternate destination if they are not answered within the specified amount of time. 
  
  Tips & Tricks: 
  When configuring divert delay, it is important to set an appropriate amount of time before a call is diverted. If the time is too short, customers may not have enough time to answer the call before it is diverted. On the other hand, if the time is too long, customers may become frustrated waiting for someone to answer their call. 
  
  Related Information: 
  For more information on divert delay and other features of SAP Contact Center Infrastructure (CRM-CCI), please refer to SAP's official documentation. Additionally, there are many online resources available that provide helpful tips and tricks for using CRM-CCI.