Avaya IP Office - Unanswered Call Overflows and Is Answered

CCR 1.0 User Guide Page 169
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Overflow Calls
7.3.1 Unanswered Call Overflows and is Answered
This scenario shows a call being presented to and not answered by any of the agents in a queue and so overflowing. The
call is then answered by the first agent in the overflow to which it is presented.
Events
Queue Q
Agent A
Agent B
Agent C
Queue Q2
Agent X
· A call is routed to the queue.
Calls Waiting 1
–
–
–
–
–
· The call is presented to the first
available agent.
Agents Ringing 1
–
–
–
–
–
· The call is not answered.
No Answer 1
No Answer 1
–
–
–
–
· The call is presented to the next
available agent.
Agents Ringing 1
–
–
–
–
–
· The call is not answered.
No Answer 1
–
No Answer
1
–
–
–
· The call is presented to the next
available agent.
Agents Ringing 1
–
–
–
–
–
· The call is not answered.
No Answer 1
–
–
No Answer
1
–
–
· The call overflows to another queue.
Overflowed Calls
1
–
–
–
Calls
Waiting 1
–
· The call is presented to the first
available agent.
Overflowed Calls
Waiting 1
–
–
–
–
· The call is answered.
Overflowed
Answered 1
–
–
–
–
Answered
Calls 1
Historical
No Answer 3
Overflowed
Calls 1
Overflowed
Answered 1
No Answer
1
No
Answer 1
No Answer
1
–
Answered
Calls 1