Communication Manager automatically allocates queue slots so callers to wait for an agent to become available, that is, idle. The next available agent is automatically connected to the call in the queue.
For non-vector-controlled splits, calls do not queue in the following cases:
The caller hears a busy signal unless a call comes in using the automatic-in Central Office (CO) facility. In this case, the caller hears a ringback from the CO and Communication Manager continuously attempts to place the call in the queue.
You can assign two announcements to each split and administer a second announcement to repeat. When an incoming call is directed to an ACD split, the call is either directed to an agent or is automatically connected to the first announcement. For information about how Call Forwarding and Call Coverage affect announcements, see Avaya Aura® Communication Manager Feature Description and Implementation.
