# How to Improve Speed to Lead: Diagnose and Fix Every Stage

> Diagnose slow lead response at every stage of the lifecycle. Plura AI helps contact centers fix gaps and connect faster. Learn more.

**Published:** 2026-09-09 | **Updated:** 2026-10-03 | **Author:** plurasync
**URL:** https://www.plura.ai/articles/improve-speed-to-lead
**Type:** post

**Categories:** AI Sales Automation

![How to Improve Speed to Lead: Diagnose and Fix Every Stage](https://plura.sites.aigrowthagent.co/wp-content/uploads/sites/75/2026/09/1788868085508-f6e9cd8b5b67-1024x572.webp)

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## Content

*Written by: Matt Beucler, CEO, Plura AI | Last updated: September 29, 2026*

## Key Takeaways for Speed to Lead

- Speed to lead is a system metric with four distinct stages: capture, assignment, first attempt, and live connection. It is not a single rep-performance number.
- Stage-level SLAs such as under 1 minute to assign, under 2 minutes to first attempt, and under 5 minutes to multi-channel fallback give leaders clearer levers than one company-wide target.
- Most delays occur before a rep is involved. Fixing routing logic, real-time capture, and after-hours coverage resolves the majority of speed-to-lead issues.
- AI first-touch across voice, SMS, and RCS can compress all four stages to under 5 seconds, the connection-rate advantage cited below.
- Plura AI supplies AI SMS agents, AI voice agents, and an AI Predictive Dialer that make sub-5-second lead response practical at scale.

[See how Plura compresses all four stages](https://www.plura.ai/plura-webchat?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

## Setting Practical Speed to Lead Targets

Stage-level SLAs (service-level agreements) keep teams focused on specific handoffs instead of a vague global number. The following are directional targets for high-intent leads:

- Under 1 minute to assign
- Under 2 minutes to first call attempt
- Under 5 minutes to multi-channel fallback

These targets compress further for the highest-intent signals. [Rework’s full-funnel SLA model](https://resources.rework.com/libraries/revenue-operations/full-funnel-sla-model) recommends routing demo requests instantly and completing first touch within 15 minutes during business hours. Lower-intent content leads may route to nurture with a same-day SLA. A [2026 lead-routing framework](https://tomba.io/blog/sales-hub-lead-management-scoring-routing-slas) sets tiered first-touch SLAs by intent: hot leads under 5 minutes, warm leads under 2 hours, and cold leads within 24 hours.

Median response time and SLA-compliance percentage give a clearer picture than average response time. [Quo’s lead response analysis](https://quo.com/blog/lead-response-time) recommends tracking median and P90 (the slowest 10% of responses). A single 6-hour delay can inflate an average to 78 minutes even when four of five responses came in under 15 minutes.

The research case for urgency is consistent. [Harvard Business Review’s 2011 audit of 2,241 U.S. companies](https://hermetic.ai/speed-to-lead) found that firms responding to a lead within an hour were nearly 7 times more likely to qualify that lead than those that waited even one hour longer, and more than 60 times more likely than those that waited 24 hours or more.4 The [MIT/InsideSales.com Lead Response Management Study](https://pipes.ai/speed-to-lead-benchmarks), led by Dr. James Oldroyd and analyzing 15,000+ web leads and over 100,000 call attempts, found that leads called within 5 minutes are 21 times more likely to qualify than leads called after 30 minutes.4

Contacting a lead within 5 minutes can make them up to 100x more likely to connect, and responding within 60 seconds can lift conversions by 391%.3

[Check your speed-to-lead ROI](https://plura.ai/calculator?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

## How to Measure Speed to Lead by Stage

Measure each stage separately using CRM timestamps so you can see where the delay starts.

- **Capture:** Time between form submission, call, or text and the lead existing as an actionable record in the CRM.
- **Assignment:** Time between capture and a specific rep or queue owning the lead.
- **First attempt:** Time between assignment and the first outbound touch.
- **Live connection:** Time between first attempt and an actual two-way conversation.

Segment each metric by source, rep, time of day, and lead type. LeanData recommends using SLA breach data as a diagnostic layer. When breaches cluster at the routing stage, routing logic needs attention. When they cluster at the rep stage, workload distribution or notification design needs attention. Different problems require different fixes. [See the full reporting guide for formula details.](https://www.plura.ai/articles/calculate-speed-to-lead/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

[Review stage-level reporting with Plura](https://www.plura.ai/plura-webchat?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

## Stage 1: Capture – How Long Until the Lead Exists?

With the measurement framework in place, the first stage to diagnose is capture, because a lead that never becomes a CRM record cannot be assigned, called, or connected.

**Definition:** Time between the lead submitting a form, calling, or texting and the lead existing as an actionable record in the CRM.

**Target:** Real-time capture.

**Failure mode:** Webhook lag, batch imports, and forms that email a shared inbox are the most common culprits. [One team discovered their CRM sync ran on a 15-minute batch cycle, adding 15 minutes to every lead’s experience](https://guideflow.com/blog/speed-to-lead) before a rep ever saw the record. [A lead that sat in an ad platform’s queue for six hours before syncing into Salesforce will look like a fast response even when the actual prospect experience was slow.](https://newmotionit.com/blog/automation/salesforce-lead-response-follow-up-automation)

**Fix:** The root cause is that leads sit in queues before they become records, so the fix is real-time webhook capture into the CRM. That means eliminating batch syncs and shared-inbox intake, because both add delay before a rep can see the lead. Every lead source should feed directly into the CRM with no manual entry, using native integrations or middleware. Plura’s [CRM integrations](https://plura.ai/integrations?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) include HubSpot, Salesforce, and Zoho, enabling the AI agent to read the right customer record and fire the right post-conversation event.

## Stage 2: Assignment – How Long Until a Rep Owns the Lead?

**Definition:** Time between capture and a specific rep or queue owning the lead.

**Target:** Under 1 minute to assign.

**Failure mode:** Manual round-robin, manager triage, and unassigned queues. LeanData reports that one in four leads is routed incorrectly, so delay and misrouting often share the same root cause. [The Pedowitz Group identifies that single-axis routing (round-robin alone or territory alone) fails somewhere between 300 and 500 leads per month](https://pedowitzgroup.com/blog/marketing-ops-to-sales-handoff-slas-and-lead-routing). At that volume, layered routing logic becomes necessary.

**Fix:** Rule-based or AI-driven lead routing automation with auto-reassignment when the SLA window is missed. Effective routing logic layers three sequential rules. Firmographic routing uses company size, geography, and industry to determine the eligible rep pool. Behavioral routing uses lead source, engagement recency, and score to set priority and speed requirements. Availability routing uses rep capacity, working hours, and open deal volume to select the rep who can respond fastest.

The table below shows why routing method, not rep effort, determines how fast a lead gets owned. Manual routing stalls in minutes to hours, while AI-driven routing assigns in under a minute and closes after-hours gaps.

| Routing Method | Time-to-Assignment | Capacity Handling | After-Hours Behavior |
| --- | --- | --- | --- |
| Manual routing | 60+ minutes | Manager triage | No coverage |
| Rule-based routing | 2-60 minutes | Static caps | Fallback queue |
| AI-driven routing | Under 1 minute | Dynamic caps | 24/7 AI coverage |

[Fullcast’s 2026 Benchmarks Report found that AI-orchestrated routing achieves a 33.7% win rate versus 19.2% for round-robin routing](https://fullcast.com/content/lead-routing-software), a 76% improvement driven by matching leads to reps most likely to close them.4 Auto-reassignment when a rep misses the SLA window keeps the clock moving at this stage.

## Stage 3: First Attempt – How Long Until the First Outbound Touch?

**Definition:** Time between assignment and the first outbound touch.

**Target:** Under 2 minutes to first call attempt.

**Failure mode:** Reps researching the account before dialing, batching calls, and working leads in list order. Research turns a 2-minute response into a 20-minute one. LeanData identifies that reps receiving leads without context spend the first minutes of their response window researching instead of engaging, which creates invisible latency in response-time reporting.

**Fix:** Instant notification plus a call-first, research-later workflow. The first-touch sequence is simple: instant notification to the assigned rep, a call attempt first, SMS and email fallback if the call is not answered, and a scheduled follow-up if none of the above connects.

This is where Plura’s [AI SMS](https://plura.ai/ai-sms-leads?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) agents and [AI voice agents](https://plura.ai/ai-voice-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) compress the stage entirely. Plura’s AI SMS agents text every new lead in seconds, qualify them through a real two-way conversation, then call and [live transfer](https://plura.ai/ai-sms-leads?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) a warm buyer to a rep. The rep shows up to a qualified conversation instead of a cold dial. [Plura enables lead response times under 60 seconds, multichannel engagement via voice, SMS, and RCS, and real-time AI lead scoring](https://www.plura.ai/guides/ai-marketing-automation?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead), with cost per qualified lead of $25 to $60.

![Plura SMS interface showing AI-powered business text messaging, automated customer conversations, and personalized engagement workflows.](https://cdn.aigrowthmarketer.co/1779338938448-00c130f59594.png)**Plura SMS enables personalized AI-powered text messaging with real-time customer engagement, automation, and conversational workflows.**

For [speed to lead](https://plura.ai/ai-sms-leads?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) and [lead qualification](https://plura.ai/ai-sms-leads?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) at scale, Plura’s AI SMS agents operate 24/7 with no staffing dependency. For inbound calls and [missed-call recovery](https://plura.ai/ai-voice-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead), Plura’s [AI voice agent](https://plura.ai/ai-voice-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) answers on the first ring and routes qualified buyers to a live rep with full conversation context.

## Stage 4: Live Connection – How Long Until a Two-Way Conversation?

**Definition:** Time between first attempt and an actual two-way conversation.

**Target:** Under 5 minutes to multi-channel fallback.

**Failure mode:** Voicemail, no-answer, spam labeling, and after-hours gaps. [Workato’s 2026 mystery-shop study of 114 B2B companies found that none called within 5 minutes and only 31% called at all, with an average call delay of 14 hours and 29 minutes.](https://busyseed.com/busyseed-s-leadchaser-automate-instant-follow-ups-with-leadchaser)

**Fix:** Multi-channel fallback (call, then SMS, then scheduled follow-up) and outside-hours coverage. Plura issues branded caller ID directly through its FCC-licensed carrier. Calls present with the company’s name instead of an unfamiliar number. STIR/SHAKEN (Secure Telephone Identity Revisited/Signature-based Handling of Asserted information using toKENs) authentication runs on every outbound call, supporting legitimate origination verification at the destination carrier.

![Plura Security & Compliance dashboard highlighting SOC 2, ISO, and GDPR standards with secure trust verification management.](https://cdn.aigrowthmarketer.co/1779339090994-980045ddacd2.png)**Plura Security & Compliance supports SOC 2, ISO, and GDPR standards with trust registration, verification management, and secure AI communications.**

After-hours coverage is its own failure point. A lead that arrives at 8pm Saturday and is not touched until Monday morning has a speed-to-lead problem that routing rules alone cannot solve. Plura’s [after-hours call answering](https://plura.ai/home-services-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) and [after-hours booking](https://plura.ai/home-services-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) capabilities provide 24/7 AI coverage across every channel. Leads arriving nights and weekends enter the qualification flow immediately instead of waiting for business hours.

[See after-hours coverage in action](https://www.plura.ai/plura-webchat?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

## Moving Beyond the 3-3-3 Rule in Sales

The 3-3-3 rule functions as a directional heuristic. Depending on the source, it refers to three days to follow up, three attempts across three channels, or three minutes to first touch. The rule simplifies what the four-stage diagnostic model makes precise. Stage-level SLAs replace the 3-3-3 rule with measurable, actionable targets at each handoff point. [Speed to Lead Best Practices: 8-Step Sub-5-Second Workflow](https://www.plura.ai/articles/speed-to-lead-best-practices/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) covers the full cadence in detail.

## Diagnosing the Biggest Lead Generation Mistake

The biggest mistake is treating speed to lead as a rep behavior problem when the real issue sits in system architecture. As LeanData’s Kim Peterson frames it: “Most of these failure points happen before the rep is ever involved. That’s the diagnostic insight most response-time audits miss.” Many teams measure one number, see it is slow, and coach reps. The more effective approach is to instrument each stage, set stage-level SLAs, and fix routing and coverage gaps. [ConsultEvo identifies the most common causes of response delays as workflow and systems problems, especially ownership and routing gaps, rather than isolated acts of neglect.](https://consultevo.com/customer-response-delays-process-design-not-meetings)

## Balancing Speed to Lead and Lead Nurturing

Speed to lead and lead nurturing work together as complementary priorities. A common concern is that chasing speed to lead can mask an over-reliance on inbound pipeline. When response times are already fast and conversion is still flat, the issue usually lies in lead quality or pipeline mix.

[The diagnostic test is straightforward: if your median speed to lead is over 30 minutes, start with the audit. If it is under 5 minutes but your lead-to-meeting rate is still low, the problem is relevance or qualification, not timing.](https://guideflow.com/blog/speed-to-lead) [The Pedowitz Group argues that a pipeline with 1,000 MQLs converting at 5% is worse than a pipeline with 400 MQLs converting at 15%](https://pedowitzgroup.com/blog/marketing-ops-to-sales-handoff-slas-and-lead-routing), because the second produces more revenue with less sales effort. Speed captures intent at its peak. Nurturing keeps future opportunities alive. Both matter for sustainable growth.

## How AI First-Touch Changes Speed to Lead SLAs

The “5-minute rule” framing feels dated for operators who can now hit sub-minute first touch across voice, SMS, and RCS (Rich Communication Services). [The average B2B response time remains over 40 hours](https://www.plura.ai/glossary/speed-to-lead?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead), yet AI first-touch compresses all four stages to under 5 seconds. That gap is the competitive window.

Sub-minute first touch changes how human reps work. Reps can show up to a qualified, warm conversation instead of a cold dial. Plura AI is an FCC-licensed platform of AI agents that run voice, SMS, and RCS conversations on 100% U.S. infrastructure. These agents contact leads in under 5 seconds and hold memory-driven conversations across every channel. The Stateful Conversation Database means an AI SMS agent that texted a lead at 9am picks up the voice call at noon already knowing what was said. The rep inherits full context at handoff.

![Plura Conversation Intelligence dashboard displaying AI-powered call analytics, transfer tracking, and customer conversation insights.](https://cdn.aigrowthmarketer.co/1779338480670-5b2fbc1c92ba.png)**Plura Conversation Intelligence gives businesses AI-powered analytics, call transfer tracking, and customer interaction insights across every conversation.**

Plura’s [AI Predictive Dialer](https://plura.ai/ai-predictive-dialer?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) maximizes talk time per dial by prioritizing contacts most likely to convert based on stateful conversion signals. The [no-code workflow builder](https://plura.ai/managed-workflows?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) lets operators design memory-driven conversation pathways without engineering. [Conversation intelligence](https://plura.ai/business-intelligence?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) surfaces what scripts close, what objections recur, and what conversion paths win, then feeds those findings back into the workflow tuning loop. All of this runs on a single platform with 50+ [integrations](https://plura.ai/integrations?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) across CRMs, calendars, and data enrichment providers.

![Plura Predictive Dialer dashboard displaying AI-powered outbound call pacing, transfer analysis, and dialing performance insights.](https://cdn.aigrowthmarketer.co/1779338793506-2d33c5dff8e8.png)**Plura Predictive Dialer automates outbound calling with AI-powered pacing, transfer optimization, and real-time performance analytics.**

[Plura supports compliance with TCPA (Telephone Consumer Protection Act), DNC (Do Not Call), HIPAA (Health Insurance Portability and Accountability Act), SOC 2, GDPR (General Data Protection Regulation), and SHAKEN/STIR caller ID verification.](https://plura.ai/products/compliance?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)1,2 Operators should consult the relevant regulations and qualified counsel regarding their own compliance obligations. Real-time DNC scrubbing and TCPA-litigator list filtering run on every outbound contact before dial. The platform’s track record includes [3x average ROI in 90 days, 47% pipeline growth, and 90% faster lead-response time.](https://www.plura.ai/calculator?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)3

[See how AI first-touch reshapes your SLAs](https://www.plura.ai/plura-webchat?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

## Frequently Asked Questions

### How Do You Set SLAs for Different Lead Sources?

Use intent tiers to set SLAs by source. High-intent signals such as demo requests and pricing inquiries carry sub-5-minute first-touch targets. Mid-intent signals such as webinar attendees or trial signups often fit within a same-business-hour SLA. Low-intent content downloads typically sit on a same-day or next-day SLA and route into nurture. The key is to align each SLA with buyer intent and sales capacity instead of forcing one global number.

### How Should Speed to Lead Targets Vary by Channel?

Inbound calls and live chats require near-instant response, often measured in seconds. Web forms and SMS inquiries can follow the under-5-minute guidance for high-intent leads. Marketplace and partner leads may require slightly longer windows because of data handoffs, but still benefit from sub-15-minute targets. Define a separate SLA per channel so teams know what “fast” means in each context.

### How Do You Align Sales and Marketing Around Speed to Lead?

Shared SLAs and shared reporting create alignment. Marketing and sales leaders should agree on stage definitions, targets, and escalation paths when SLAs are missed. Dashboards that show capture, assignment, first attempt, and live connection times by source give both teams a single view of performance. Regular reviews of SLA breaches then turn into system design conversations instead of blame sessions.

### When Should You Revisit Your Speed to Lead SLAs?

Review SLAs whenever lead volume, channel mix, or team structure changes. New campaigns, new territories, or new product lines can all shift where bottlenecks appear. Quarterly reviews work well for most teams. During each review, compare median and P90 response times to your targets, then adjust routing rules, staffing plans, or AI coverage to close the gaps.

## Conclusion: Diagnose the Stage, Fix the System

Speed to lead is a system metric with four separable failure points: capture, assignment, first attempt, and live connection. Improving it means finding which stage is failing and fixing that stage. Coaching reps on a routing or coverage problem wastes time and misses the real constraint. [What Is the Ideal Speed to Lead Time? The 5-Minute Rule](https://www.plura.ai/articles/ideal-speed-to-lead-time/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) covers the benchmark context. This article provides the diagnostic framework for operators who already know the number and need to see where the system is breaking.

Plura compresses all four stages with [AI SMS](https://plura.ai/ai-sms-leads?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) agents, [AI voice agents](https://plura.ai/ai-voice-demo?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead), and an [AI Predictive Dialer](https://plura.ai/ai-predictive-dialer?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead) that contact leads in under 5 seconds, 24/7, across voice, SMS, and RCS on 100% U.S. infrastructure.

[Schedule a working session with Plura](https://www.plura.ai/plura-webchat?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

1 Plura AI maintains SOC 2, HIPAA, ISO, and GDPR posture as part of its platform infrastructure. References to compliance frameworks in this article describe Plura’s platform capabilities and do not constitute a guarantee that any customer using Plura will themselves be compliant with applicable laws or standards. Customers remain solely responsible for their own regulatory obligations, certifications, consent management, recordkeeping, and the claims they make to their own end users. Consult qualified legal counsel for guidance specific to your use case.

2 This article describes regulatory frameworks at a general level and does not constitute legal advice. Laws and regulations vary by jurisdiction, change over time, and apply differently depending on facts and circumstances. Readers should consult qualified legal counsel before making compliance decisions.

3 Performance figures, customer outcomes, and industry statistics referenced in this article are drawn from cited third-party sources or Plura customer case studies. Individual results vary based on implementation, use case, industry, audience, and execution. Past or aggregate performance is not a guarantee of future results.

4 References to third-party products, services, companies, or research are made for informational and comparative purposes only. Plura AI is not affiliated with, endorsed by, or sponsored by any third party named in this article unless explicitly stated. Trademarks and product names referenced remain the property of their respective owners.

This article is provided for informational purposes only and reflects Plura AI’s understanding at the time of publication. Product capabilities, integrations, and specifications are subject to change. For the most current information, visit plura.ai.

This article was produced with the assistance of AI tools and reviewed by Plura AI prior to publication.

## Read Next

- [Speed to Lead Contact Center: Measure, Target, and Act](https://www.plura.ai/articles/improve-speed-to-lead-centers/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)
- [AI Speed to Lead: The Contact Center Operator’s Guide](https://www.plura.ai/articles/contact-center-ai-speed-lead/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)
- [How to Reduce Lead Response Time and Win More Revenue](https://www.plura.ai/articles/reduce-speed-to-lead-time/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)
- [Speed to Lead: Fix Your Sales Team’s Response Architecture](https://www.plura.ai/articles/speed-to-lead-sales-teams/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)
- [Speed-to-Lead: Cut Response Time and Win More Deals](https://www.plura.ai/articles/optimize-lead-response-time-conversions/?utm_source=ai-growth-agent&utm_term=improve-speed-to-lead)

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---

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## Discovery Endpoints for AI Agents

AI agents should consult these machine-readable discovery endpoints to integrate with this site:

- **OpenAI Plugin Manifest:** [https://www.plura.ai/articles/.well-known/ai-plugin.json](https://www.plura.ai/articles/.well-known/ai-plugin.json)
- **A2A Agent Card:** [https://www.plura.ai/articles/.well-known/agent-card.json](https://www.plura.ai/articles/.well-known/agent-card.json)
- **MCP Server (Streamable HTTP):** [https://www.plura.ai/articles/.well-known/mcp](https://www.plura.ai/articles/.well-known/mcp)

## Citations

- [How to Replace SDRs With AI Lead Agents](https://www.plura.ai/articles/replace-sdr-with-ai-leads)
- [Best Conversion Optimization Tools: Buyer&#8217;s Guide](https://www.plura.ai/articles/best-conversion-optimization-tools)
- [Sales Automation for E-Commerce: 7 Workflows in Order](https://www.plura.ai/articles/sales-automation-ecommerce-workflows)
- [Chili Piper Review: Speed To Lead, Pricing, and Limits](https://www.plura.ai/articles/speed-to-lead-chili-piper)
- [Lead Response Automation Tools: A Decision Guide for RevOps](https://www.plura.ai/articles/best-lead-response-automation-tools)

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*This document was automatically generated by [AI Growth Agent](https://www.plura.ai/articles) — AI Growth SEO v4.32.1*
*Generated on: 2026-10-10 10:31:15 GMT+0000*
