Avaya IP Office - Overflowed and Answered by 2 Nd Agent

CCR 1.0 User Guide Page 172
15-601130 Issue 1k (22 May 2009)IP Office
7.3.3 Overflowed and Answered by 2nd Agent
In this scenario, the call overflows but is not answered by the first agent in the overflow to which it is presented, however
it is answered by the next available agent.
Events
Queue Q
Queue Q2
Agent X
Agent Y
· A call is routed to the queue.
Calls Waiting 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
Calls Waiting 1
–
–
· The call is not answered.
–
Calls Waiting 1
–
–
· The call is presented to the first available
agent.
–
Calls Waiting 1
No Answer 1
–
· The call is answered.
Overflowed
Answered 1
–
–
Answered Calls
1
Historical
Overflowed Calls
1
Overflowed
Answered 1
–
No Answer 1
Answered
Calls 1
Queues
Answered
Calls
No Answer
Lost
Calls
Overflowed
Calls
Overflowed
Answered
Overflowed
Lost
Queue Q
0
0
0
1
1
0
Queue Q2
0
0
0
0
0
0
TOTAL
0
0
0
1
1
0
Agents
Answered
Calls
No Answer
Lost
Calls
Agent X
0
1
0
Agent Y
1
0
0
Agent Z
0
0
0
Notes:
· The overflowed call is included in the specific overflow statistics of the queue from which it overflowed.
· The overflowed call is included in the performance statistics of the queue from which it overflowed.
· The overflowed call is not included in any queue statistics of the queue to which it overflowed except the Call
Waiting statistic while the call was waiting to be answered.
· The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it
overflowed.