Avaya IP Office - Direct Call Unsupervised Transfer to Agent

CCR 1.0 User Guide Page 165
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Transferring Calls
7.2.13 Direct Call Unsupervised Transfer to Agent
In this scenario the agent who answered an direct call 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
· 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 agent completes the transfer without
waiting to be answered.
–
–
–
–
· The call is answered.
–
–
–
Answered External
Non Queue 1
Historical
–
Answered
External 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
Transferred
Answered
Ext Non Q
Agent A
0
0
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
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