A split queue is a holding area for calls waiting to be answered, usually in the order in which the calls are received. When a call is put in a queue, the caller hears a delay announcement, music or silence, depending on the treatment assigned to the split. You can administer the call treatment for calls in the queue.

Calls enter the queue at the bottom and move up towards the top of the queue. After a call reaches the top of the queue, the call connects to the next available agent.

For Communication Manager with the Call Vectoring feature, call vectors specify all call treatment including routing, queuing, announcements, and music. When a call arrives at a split, ACD checks if an agent is available to handle the call. If an agent is unavailable or is busy, the call enters the split queue.

Calls queue only if all agents are unavailable. If the queue is full, the caller hears a busy tone or the call goes to coverage. If the split is vector controlled, this step fails. Furthermore, if no agents are logged in to the split or if all agents are in the AUX work mode, calls do not queue up.