Avaya IP Office - Direct Call Supervised Transfer to Queue

CCR 1.0 User Guide Page 161
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.9 Direct Call Supervised Transfer to Queue
In this scenario the agent who answered a direct call transfers it to another queue.
Events
Queue Q
Agent A
Queue Q2
Agent X
· An external call is routed direct to an
agent.
–
–
· The call is answered.
–
Answered External
Non Queue 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.
–
–
Answered Calls 1
Answered Calls 1
Historical
–
Answered
External Non
Queue 1
Internal Made 1
Answered Calls
2
Answered Calls
2
Queues
Answered
Calls
No Answer
Transferred
Queue Q
0
0
0
Queue Q2
2
0
0
TOTAL
2
0
0
Agents
Answered
Calls
Internal
Made
Transferred
Answered
Ext Non Q
Agent A
0
1
0
1
Agent B
0
0
0
0
Agent C
0
0
0
0
Queues
Answered
Calls
No Answer
Transferred
Queue Q
0
0
0
Queue Q2
2
0
0
TOTAL
2
0
0
Agents
Answered
Calls
Internal
Made
Transferred
Answered
Ext Non Q
Agent X
2
0
0
0
Agent Y
0
0
0
0
Agent Z
0
0
0
0