Avaya IP Office - Queue Call Answered by 2 Nd Agent

CCR 1.0 User Guide Page 144
15-601130 Issue 1k (22 May 2009)IP Office
7.1.2 Queue Call Answered by 2nd Agent
An external call is targeted to a queue. The call is not answered by the first available agent. The call is answered by the
second available agent.
Events
Queue
Agent A
Agent B
· A call is routed to the queue.
Calls Waiting 1
–
–
· The call is presented to the first available agent.
Agents Ringing 1
–
–
· The call is not answered.
No Answer 1
No Answer 1
–
· The call is presented to the next available agent.
Agents Ringing 1
–
–
· The call is answered.
Answered Calls 1
–
Answered Calls 1
Historical
No Answer 1
Answered Calls
1
No Answer 1
Answered Calls
1
Queues
Answered
Calls
No Answer
Lost
Calls
Queue Q
1
1
0
TOTAL
1
1
0
Agents
Answered
Calls
No Answer
Lost
Calls
Agent A
0
1
0
Agent B
1
0
0
Agent C
0
0
0