Avaya Communication Manager Contact Center Manual page 83

Announcement rules
The following rules govern announcements a caller hears:
Calls that reach a split/skill directly always hear a forced first announcement, if
assigned, regardless of subsequent call coverage, call forwarding, night service, or busy
signal processing. If these calls queue long enough, they hear first and second
announcements.
Calls that reach a split/skill via call coverage receive a second announcement only, if
administered. The assumption is that a caller has likely heard a first announcement at
the original split/skill or station before being redirected.
Calls that reach a split/skill via call forwarding receive first and second announcements
at the destination split/skill, if administered. These calls can receive a forced first
announcement at the original split/skill, if administered, but not at the split/skill they are
forwarded to.
Entering the queue
When a forced first announcement is not assigned, the system tries to connect an
incoming call to an available agent. If an agent is available, the call is connected to the
agent. If all agents are active (either on an ACD call or in ACW mode), the call enters the
split/skill queue.
If no queue is assigned, or if no queue slots are available and the incoming facility is a CO
trunk, the caller hears ringing. The system continues trying to queue the call until a queue
slot becomes available, or until the call is abandoned or an agent becomes available.
When you have administered Intraflow and Interflow with Call Coverage and Call
Forwarding All Calls, the caller hears a busy tone or the call is redirected in any of these
cases:
No split/skill queue is assigned.
The queue is full.
No agents are logged in.
All logged-in agents are in AUX work mode, and the incoming facility is a digit-oriented
facility (digits are sent to the communication server as in DID, incoming wink, or
immediate tie trunks)
Note:
Central office trunk (non-DID) calls receive ringback from the CO, so the
Note:
PBX cannot give these callers a busy signal. The system tries to put such
calls into queue until successful or until the call is abandoned.
Automatic Call Distribution
Issue 1.0 May 2003 83