Automatic Call Distribution (ACD) basics
28 Communication Manager Guide to ACD Call Centers
For communication servers with the Call Vectoring feature, announcement capabilities are
more flexible than those described in this section. See
Call Vectoring
on page 128.
Related features
The communication server supports both internal and external announcement devices.
The announcement delay time can be from 0 to 99 seconds. A 0-second delay time causes
a forced announcement, which means callers always hear the entire first announcement,
whether an agent is available or not. A second announcement can be administered to
recur each time the announcement delay time expires.
Rules for announcements
The announcement is played from beginning to end unless an agent becomes available. In
such a case, the announcement is interrupted and (if manual answering operation is
assigned to the agent, or if calls are delivered to the agent on a manual answering basis)
ringback is provided. If the call is queued, the call remains as such while the
announcement is played. Any feedback that is provided before an announcement (for
example, a wait with music or ringback) continues until the announcement is played.
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, connects
to an announcement, or enters the announcement queue. The following rules apply to
announcements without vectoring implemented:
●
Calls directly entering a split queue always receive a forced first announcement if
assigned. The caller also hears first and second delay announcements if administered
and 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’s queue is full, the call retries the announcement
step for an indefinite period of time 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.
