The first announcement delay interval defines how long a call remains in queue before the call is connected to the first announcement. If the delay interval is 0 seconds, the incoming call is automatically connected to the first announcement. This is a forced first announcement. The call is not routed to an agent until after the caller hears the first announcement.

With a forced first announcement, the following occurs:

• If a first announcement is available, the caller hears ringing and the first announcement. The system attempts to connect the call to an agent.

• If the announcement is busy and has no queue, the system waits 10 seconds and attempts to access the announcement.

• If the announcement is busy and has a queue, then:

  • If the queue is full, the system waits 10 seconds and attempts to access the announcement.

  • If the queue is not full, the call enters the announcement queue. The caller hears ringing and the first announcement. The system attempts to connect the call to an agent.

• If the announcement is not busy but is still unavailable, for example, it is deleted, then the system attempts 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.