CCR 1.0 User Guide Page 142
15-601130 Issue 1k (22 May 2009)IP Office
7. Call Scenarios
This section provides a number of examples of the statistics collected by the IP Office Customer Call Reporter for
different call scenarios. It also explains some of the features of call handling provided by the telephone system and how
those are interpreted by the IP Office Customer Call Reporter.
Queue Calls
· Queue Call Answered by 1st Agent
· Queue Call Answered by 2nd Agent
· Queue Call Which is Lost
· Queue Call Picked Up by Another Agent
· Queue Call Picked Up by a Non Agent
· Queue Call Timed Out to Voicemail
Transferring Calls
· Queue Call Supervised Transfer to Queue
· Queue Call Supervised Transfer to Agent
· Queue Call Supervised Transfer to Non-Agent
· Queue Call Supervised Transfer to Agent in Same
Queue
· Queue Call Unsupervised Transfer to Queue
· Queue Call Unsupervised Transfer to Agent
· Queue Call Unsupervised Transfer to Non-Agent
· Queue Call Unsupervised Transfer to Agent in Same
Queue
· Direct Call Supervised Transfer to Queue
· Direct Call Supervised Transfer to Agent
· Direct Call Supervised Transfer to Non-Agent
· Direct Call Unsupervised Transfer to Queue
· Direct Call Unsupervised Transfer to Agent
· Direct Call Unsupervised Transfer to Non-Agent
Overflow Calls
· Unanswered Call Overflows and is Answered .
· Overflowed and Answered by 1st Agent .
· Overflowed and Answered by 2nd Agent .
· Overflowed and Lost .
· Overflowed and Timed Out to Voicemail .
· Overflowed Call Picked Up .
Voicemail
· Queue Call Timed Out to Voicemail
· Overflowed and Timeout to Voicemail
Non-Queue Calls (Direct Calls)
· Internal Call to an Agent (Unanswered)
· Internal Call to an Agent (Answered)
· External Call to an Agent (Unanswered)
· External Call to an Agent (Answered)
Other Call Features
· After Call Work
· Announcements
· Bridged Appearances
· Busy Not Available
· Call Pickup
· Call Coverage
· Do Not Disturb/Send All Calls
· Follow Me
· Forwarding Calls
· Group Membership
· Holding Calls
· Internal Twinning
· Line Appearance Buttons
· Logging In
· Logging Out
· Mobile Twinning
· Parking Calls
· Wrap Up
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