After the first announcement, the second-announcement delay interval begins and the caller hears ringing (if there is no forced first announcement), or music, if provided. If an agent becomes available during the interval, the call is connected. Otherwise, the interval expires and the system tries to connect the incoming call to the second announcement, resulting in one of the following:

• If the second announcement is available, the caller hears ringing or music, then the second announcement.

• If the announcement is busy and has no queue, the caller hears ringing and the second-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 (only if the first announcement has not been heard) and the second-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 (only if the first announcement has not been heard), then the second announcement. The system then connects the call to an agent.

• If the announcement is not busy but is still unavailable, the call remains in queue until answered or removed from the queue.

After the second announcement, the caller hears music, if provided, or silence and then:

• If you administered the split or skill to repeat the second announcement, the system tries to connect the call to the second announcement after the delay expires.

• If you administered the split or skill not to repeat the second announcement, the call remains in the queue until answered or removed from the queue.