Why does the initial greeting not play straight away on a Call Queue?

The initial greeting is only played when the call enters the queue. If agents are available they will be offered the call straightaway and the call will only enter the queue if the available agents do not answer. It will only play straight away if all agents assigned are busy when a call reaches the queue.

A caller may not know if their call is in the queue or ringing on an agent's phone as the system by default plays the call queue music instead of ring back whilst a queue call is ringing on an agent’s phone. This is a setting that can be changed to play ringback instead of queue music on a per PBX basis and would affect all Call Queue’s on the PBX.