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.