Interaction between announcements, agent groups, and overflow settings in queues

Longest Waiting

The information in this page applies to an Automatic Call Distributor (ACD) applet with Longest Waiting behavior.

Example

In an ACD applet with additional announcements and groups defined, this process continues. The applet looks for available agents in the additional groups according to their overflow settings, and plays additional announcements accordingly. After using the First, Second, and Third Announcements, the applet then plays the Subsequent Announcement multiple times, as required.

Rules

The applet checks the groups in order and routes calls to the longest waiting agent.

Overflow values are incremented. If one group has an overflow of 10 seconds, that group becomes available for checking after 10 seconds. If the next group also has an overflow of 10 seconds, that group becomes available 10 seconds after the first group becomes available.

When calculating overflows, take into account the following:

the length of time that the applet takes to check for agents in each available group
the length of the announcement
the duration of the queue music (Duration of music between announcement(s))
the length of the queue position announcement, if enabled
the time that the applet tries to connect a call to an available agent before trying the next agent (No answer timeout (seconds))
the time that the applet takes to fetch and load sound files—this time is difficult to predict but you should keep it in mind

No answer

When a call is routed to an agent, if the agent does not answer the call, the call will return to the queue.

When the call re-enters the queue, announcements will play to the caller from the beginning again. For example, even if the caller had already heard announcements 1 and 2, they will hear them again.
When the call re-enters the queue, all the groups that were available before the call was routed to an agent are still available.