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

CCR 1.0 User Guide Page 166
15-601130 Issue 1k (22 May 2009)IP Office
7.2.14 Direct Call Unsupervised Transfer to Non-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
· 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.
–
–
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