The formula is pretty straightforward to check the conditions you mention. Use an IF node to check these conditions at either the Service or Skill Group level...the variables are CallsQNow, AgentsLoggedOn, and ExpectedDelay.
The "OR" boolean operator in the Formula editor is a double "pipe."
Your formula would look something like:
Service._.CallsQNow>2*Service..AgentsLoggedOn||Service..ExpectedDelay>300
Playing the announcement will depend on the resources available to you on the ACD or on the VRU connected to the ICM.
On the success gate of the IF node you built with these formulas, you could use a label node to route to a DN that corresponds to an interalia device attached to the switch, or to a DN that follows an ACD routing table that contains a step to play an announcement.
Or, if the recording resides on a VRU that is under ICM Service Control, you could execute a TransRoute to VRU node and a Run VRU script node.
If the VRU is not under ICM service control, you could use a label node that the switch would execute, in effect transferring the call to a DN on the VRU that hits the VRU script that plays your high call volume announcement.
Hope this helps...
Platkeet
