Avaya IP Office - Queue Call Pickup by Non Agent

CCR 1.0 User Guide Page 147
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Queue Calls
7.1.5 Queue Call Pickup by Non Agent
This scenario shows a queue call being picked up by someone who is not a member of the queue, in this case a normal
extension.
Events
Queue Q
Agent A
Agent B
Agent C
· 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
–
–
–
· Another agent in the queue picks up the ringing
call.
Routed to Other 1
–
–
–
Historical
No Answer 1
Routed to Other 1
No Answer
1
Routed to
Other 1
–
Queues
Answered
Calls
No Answer
Lost
Calls
Routed to
Other
Queue Q
0
0
0
1
TOTAL
0
0
0
1
Agents
Answered
Calls
No Answer
Lost
Calls
Routed to
Other
Agent A
0
1
0
0
Agent B
0
0
0
0
Agent C
0
0
0
0
Notes:
· The call presented to the first agent but not answered by them is counted as a No Answer call for both the agent
and the queue as it rang them for the queue's full no answer time before being automatically presented to the
next available agent.
· The agent to which the call was being presented when it was picked up does not have the call counted as a No
Answer call as it was not presented for the queue's full no answer time before it was picked up.
· The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to
Other.