Avaya IP Office - Overflowed and Lost

CCR 1.0 User Guide Page 173
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Overflow Calls
7.3.4 Overflowed and Lost
In this scenario, after the call overflows the caller disconnects before the call can be answered.
Events
Queue Q
Queue Q2
Agent X
· A call is routed to the queue.
Calls Waiting 1
–
–
· The call overflows to another queue.
Overflowed Calls 1
Overflowed Calls
Waiting 1
Calls Waiting 1
· The call is presented to the first available
agent.
–
· The caller hangs up.
Overflowed Lost 1
–
Lost Calls 1
Historical
Overflowed Calls
1
Overflowed Lost
1
–
Lost Calls 1
Queues
Answered
Calls
No Answer
Lost
Calls
Overflowed
Calls
Overflowed
Answered
Overflowed
Lost
Queue Q
0
0
0
1
0
1
Queue Q2
0
0
0
0
0
0
TOTAL
0
0
0
1
0
1
Agents
Answered
Calls
No Answer
Lost
Calls
Agent X
0
0
0
Agent Y
0
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.