Avaya IP Office - Queue Call Unsupervised Transfer to Queue

CCR 1.0 User Guide Page 156
15-601130 Issue 1k (22 May 2009)IP Office
7.2.5 Queue Call Unsupervised Transfer to Queue
In this scenario the agent who answered an external call to the queue transfers it to another queue and complete the
transfer without waiting to be answered.
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.
–
–
–
–
· The agent completes the transfer without
waiting to be answered.
Transferred 1
Transferred 1
Answered Calls 1
Answered Calls 1
Historical
Answered Calls
1
Transferred 1
Answered Calls
1
Transferred 1
Answered Calls
1
Answered Calls
1
Queues
Answered
Calls
No Answer
Transferred
Queue Q
1
0
1
Queue Q2
1
0
0
TOTAL
2
0
1
Agents
Answered
Calls
Internal
Made
Transferred
Agent A
1
0
1
Agent B
0
0
0
Agent C
0
0
0
Queues
Answered
Calls
No Answer
Transferred
Queue Q
1
0
1
Queue Q2
1
0
0
TOTAL
2
0
1
Agents
Answered
Calls
Internal
Made
Transferred
Agent X
1
0
0
Agent Y
0
0
0
Agent Z
0
0
0