The system administrator can use the announcement step to play a recorded announcement to the caller. When an agent becomes available, Avaya Contact Center – Extended Capacity interrupts the announcement. Any audio, for example, queue music or a ringback tone, continues until the contact center plays the announcement.

If the specified announcement is not available, the contact center skips the announcement step. When an announcement step follows an adjunct step, Avaya Contact Center – Extended Capacity interrupts the announcement as soon as the adjunct application receives a response to the Adjunct Route Request message.