Avaya IP Office - Queue Call Unsupervised Transfer to Agent

CCR 1.0 User Guide Page 157
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.6 Queue Call Unsupervised Transfer to Agent
In this scenario the agent who answered an external call to the queue transfers it to an agent in 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
–
–
· The call is answered.
–
–
–
Answered
External Non
Queue 1
Historical
Answered Calls
1
Transferred 1
Answered Calls
1
Transferred 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 Ext
Non Q
Agent A
1
0
1
0
Agent B
0
0
0
0
Agent C
0
0
0
0
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 Ext
Non Q
Agent X
0
0
0
1
Agent Y
0
0
0
0
Agent Z
0
0
0
0