Avaya IP Office - Overflowed Call Picked up

CCR 1.0 User Guide Page 175
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Overflow Calls
7.3.6 Overflowed Call Picked Up
In this scenario the overflowed call is pickup by someone outside the original and overflow queue.
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 Other 1
–
–
Queues
Answered
Calls
No Answer
Lost
Calls
Overflowed
Calls
Overflowed
Answered
Routed to
Other
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 overflowed call is included in the Routed to Other statistic of the queue from which it overflowed. The same
would apply even if the call had been picked up by an agent in the original queue or the overflow queue.