METHOD AND APPARATUS FOR PROVIDING NETWORK-BASED SUPPORT FOR ANNOUNCEMENTS FOR CALLS AWAITING ANSWER WHEN ALL LINES IN THE MULTI-LINE HUNT GROUP ARE BUSY

摘要

A method and system are provided to allow ringback tones that provide personalized ringback greetings on calls that have reached a multi-line hunt group in which all lines are busy. The personalized ringback greeting is continued until an agent is available to answer the call. In one form, if more than one call is awaiting answer, the ringback application determines which call has been listening to the ringback announcement longest and forwards that call to the next available agent. All other calls receive the standard ringback tones.