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 or skill queue.

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 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 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.