Avaya IP Office - Direct Call Supervised Transfer to Agent

CCR 1.0 User Guide Page 162
15-601130 Issue 1k (22 May 2009)IP Office
7.2.10 Direct Call Supervised Transfer to Agent
In this scenario an agent transfers a direct call to an agent in 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
Internal Non
Queue 1
· The agent completes the transfer.
–
–
–
Answered
External Non
Queue 1
Historical
–
Answered
External Non
Queue 1
Internal Made 1
–
Answered
Internal Non
Queue 1
Answered
External Non
Queue 1
Queues
Answered
Calls
No Answer
Transferred
Queue Q
0
0
0
Queue Q2
0
0
0
TOTAL
0
0
0
Agents
Answered
Calls
Internal
Made
Answered
Ext Non Q
Answered
Int Non Q
Agent A
0
1
1
0
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
0
0
0
TOTAL
0
0
0
Agents
Answered
Calls
Internal
Made
Answered
Ext Non Q
Answered
Int Non Q
Agent X
0
0
1
1
Agent Y
0
0
0
0
Agent Z
0
0
0
0