Avaya IP Office - Queue Call Supervised Transfer to Queue

CCR 1.0 User Guide Page 151
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.1 Queue Call Supervised Transfer to Queue
In this scenario the agent who answered an external call to the queue transfers it to another queue.
Events
Queue Q
Agent A
Queue Q2
Agent X
· 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 answered.
Answered Calls 1
Answered Calls 1
–
–
· The call is put on hold pending transfer.
–
–
–
–
· The agent dials the transfer target.
–
Internal Made 1
–
–
· The call is answered.
–
–
Answered Calls 1
Answered Calls 1
· The agent completes the transfer.
Transferred 1
Transferred 1
Answered Calls 1
Answered Calls 1
Historical
Answered Calls
1
Transferred 1
Answered Calls
1
Internal Made 1
Transferred 1
Answered Calls
2
Answered Calls
2
Queues
Answered
Calls
No Answer
Transferred
Answered
Int Queue
Queue Q
1
0
1
0
Queue Q2
2
0
0
1
TOTAL
3
0
1
1
Agents
Answered
Calls
Internal
Made
Transferred
Answered
Int Queue
Agent A
1
1
1
0
Agent B
0
0
0
0
Agent C
0
0
0
0
Queues
Answered
Calls
No Answer
Transferred
Answered
Int Queue
Queue Q
1
0
1
0
Queue Q2
2
0
0
1
TOTAL
3
0
1
1
Agents
Answered
Calls
Internal
Made
Transferred
Answered
Int Queue
Agent X
2
0
0
1
Agent Y
0
0
0
0
Agent Z
0
0
0
0