Avaya IP Office - Queue Call Supervised Transfer to Agent in same Queue

CCR 1.0 User Guide Page 155
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.4 Queue Call Supervised Transfer to Agent in Same Queue
In this scenario the agent who answered an external call to the queue transfers it to another agent in the same queue.
Events
Queue Q
Agent A
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 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 Internal Non
Queue 1
· The agent completes the transfer.
Transferred 1
Transferred 1
Answered External Non
Queue 1
Historical
Answered Calls 1
Transferred 1
Answered Calls 1
Internal Made 1
Transferred 1
Answered Internal Non
Queue 1
Answered External Non
Queue 1
Queues
Answered
Calls
No Answer
Transferred
Queue Q
1
0
1
Queue Q2
0
0
0
TOTAL
1
0
1
Agents
Answered
Calls
Internal
Made
Transferred
Answered
Int Non-Q
Answered
Ext Non-Q
Agent A
1
1
1
0
0
Agent B
0
0
0
0
0
Agent C
0
0
0
1
1