Avaya IP Office - Overflow and Timed out to Voicemail

CCR 1.0 User Guide Page 174
15-601130 Issue 1k (22 May 2009)IP Office
7.3.5 Overflow and Timed Out to Voicemail
In this scenario after a call overflows, the queue's voicemail timeout occurs. The call will then go to the original queue's
voicemail mailbox.
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.
–
· While being presented the call times out
to voicemail.
Routed to Voicemail 1
–
–
Historical
Overflowed Calls 1
Routed to
Voicemail 1
–
–
Queues
Answered
Calls
No Answer
Lost
Calls
Overflowed
Calls
Overflowed
Answered
Routed to
Voicemail
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.
· The call is included in the Routed to Voicemail statistic of the queue from which it overflowed.