Rules for announcements

Last Updated : Sep 08, 2012 |

The system plays an announcement from beginning to end unless an agent becomes available. When an agent becomes available, the system interrupts the announcement and provides a ringback tone. Calls remain in the queue while the system plays the announcement. Any feedback that the system provides before an announcement continues until the announcement is played. For example, a wait with some music or ringback.

Without vectoring: If an announcement queue is full, the system continues to try to connect the call to the proper announcement until the call connects to an agent, to an announcement, or enters the announcement queue. The following rules apply to announcements without vectoring implemented:

  • Calls that directly enter a split queue always receive a forced first announcement. The caller also hears first and second delay announcements, if administered, and the delay intervals are met.

  • Calls that reach a split by way of Call Coverage from another split (Intraflow) or a station do not receive a forced or delay first announcement at the destination split. The caller hears a second delay announcement, if administered, and the delay interval is met.

  • Calls that reach a split by way of Call Forwarding from another split (Interflow) or station do receive delay first and second announcements if administered and the delay intervals are met.

With vectoring: If the announcement queue is full, the call retries the announcement step for an indefinite period before any new vector steps are processed. If an announcement command follows a failed adjunct routing command, the announcement is interrupted. If the adjunct routing command succeeds, that is, the communication server receives a destination from the ASAI adjunct, the announcement terminates immediately. The announcement command step is skipped and vector processing continues at the next vector step, whenever any of the following conditions exist:

  • Requested announcement is busied out, not available, or not administered

  • Integrated board is not installed

  • External aux trunk or analog equipment is not attached