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ACD contact center features
If the announcement is not busy but is still unavailable (for example, it may have been
deleted), then the system tries to connect the call to an agent.
After a forced first announcement, the caller always hears ringback (or music-on-hold, if
administered) until the call is answered or is connected to a second delay announcement.
After a first or second delay announcement, the caller hears music-on-hold, if
administered.
Second announcement
After the first announcement, the second-announcement delay interval begins and the
caller hears ringing (if there is no forced first announcement), or music, if provided. If an
agent becomes available during the interval, the call is connected. Otherwise, the interval
expires and the system tries to connect the incoming call to the second announcement,
resulting in one of the following:
If the second announcement is available, the caller hears ringing or music, then the
second announcement.
If the announcement is busy and has no queue, the caller hears ringing and the second-
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 (only if the first announcement has not
— If the queue is not full, the call enters the announcement queue and the caller hears
If the announcement is not busy but is still unavailable, the call remains in queue until
answered or removed from the queue.
After the second announcement, the caller hears music, if provided, or silence and then:
If you administered the split/skill to repeat the second announcement, the system tries
to connect the call to the second announcement after the delay expires.
If you administered the split/skill not to repeat the second announcement, the call
remains in the queue until answered or removed from the queue.
Forced disconnect
You can connect an incoming call directly to an announcement and then disconnect the
call after the announcement has completed in one of two ways:
Administer an announcement extension as the incoming destination. The caller is
directed to the announcement and is disconnected, without being queued for a split/skill.
Administer an announcement extension as a point in a split/skill coverage path. Calls
that have been in the queue for a long time are forced to go directly to the
announcement and are disconnected.
82 Communication Manager Guide to ACD Call Centers
been heard) and the second-announcement delay interval is reset. The system tries
to access the announcement again when the interval expires.
ringing (only if the first announcement has not been heard), then the second
announcement. The system then connects the call to an agent.
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