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First announcement
After a call enters a queue, the caller hears ringing and the first announcement delay
interval begins. If an agent becomes available during the first announcement delay
interval, the call is connected to the agent. Otherwise, the interval expires and the system
tries to connect the incoming call to the first announcement, with one of the following
results:
If the first announcement is available, the caller hears ringing, then the first
announcement.
If the announcement is busy and has no queue, the caller hears ringing and the first
announcement delay interval is reset. The system tries to access the announcement
again when the interval expires.
If the announcement is busy and has a queue, then:
— If the queue is full, the caller hears ringing and the first announcement delay interval
is reset. The system tries to access the announcement again when the interval
expires.
— If the queue is not full, the call enters the announcement queue and the caller hears
ringing, then the first announcement. The system then tries to connect the call to an
agent.
If the announcement is not busy, but is still unavailable, the second-announcement
delay interval begins and the system attempts to connect the call to the second
announcement.
If there is no first or second announcement, the call remains in queue until answered or
removed from the queue.
Forced first announcement
The first-announcement delay interval defines how long a call remains in queue before the
call is connected to the first announcement. If this interval is 0 seconds, the incoming call is
automatically connected to the first announcement. This is a forced first announcement —
the call is not routed to an agent until after the caller hears the first announcement.
With a forced first announcement, the following occurs:
If a first announcement is available, the caller hears ringing and then the first
announcement. The system then tries to connect the call to an agent.
If the announcement is busy and has no queue, the system waits 10 seconds and then
tries to access the announcement.
If the announcement is busy and has a queue, then:
— If the queue is full, the system waits 10 seconds, then tries to access the
announcement.
— If the queue is not full, the call enters the announcement queue and the caller hears
ringing, then the first announcement. The system then tries to connect the call to an
agent.
Automatic Call Distribution
Issue 1.0 May 2003
81
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