Avaya IP Office - Direct Call Supervised Transfer to Non-Agent

CCR 1.0 User Guide Page 163
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.11 Direct Call Supervised Transfer to Non-Agent
In this scenario the agent transfers a direct call to a non-agent.
Events
Queue Q
Agent A
· 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.
–
–
· The call is answered.
–
–
· The agent completes the transfer.
–
–
Historical
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
Transferred
Answered
Ext Non Q
Agent A
0
0
0
1
Agent B
0
0
0
0
Agent C
0
0
0
0