Avaya IP Office - Non-Queue Calls (Direct Calls); Direct External Call to Agent (Answered)

CCR 1.0 User Guide Page 176
15-601130 Issue 1k (22 May 2009)IP Office
7.4 Non-Queue Calls (Direct Calls)
Direct Call
The terms 'non-queue call' or 'direct call' is used for calls targeted directly at a particular agent rather than at the queue
to which they belong.
While handling a direct call and agent will not be presented with queue calls and will be indicated as Busy Non-Queue.
7.4.1 Direct External Call to Agent (Answered)
An external call is targeted directly to an agent. The agent answers the call.
Events
Queue Q
Agent A
· An external call is routed direct to an agent.
–
–
· The call is answered.
–
Answered External (Non
Queue) 1
Historical
–
Answered External (Non
Queue) 1
Queues
Answered
Calls
No Answer
Lost
Calls
Routed To
Other
Routed To
Voicemail
Queue Q
0
0
0
0
0
TOTAL
0
0
0
0
0
Agent
Answered
Calls
No Answer
Lost
Calls
Routed To
Other
Answered
Ext Non-Q
Agent A
0
0
0
0
1
Agent B
0
0
0
0
0
Agent C
0
0
0
0
0
Notes:
· Except for affecting the agent's state, direct calls to an agent are not recorded unless the agent answers the
call.
· The agent states used for direct calls are Ringing Non Queue and when connected Busy Non Queue .
· Direct calls are not recorded against any queue to which the agent belongs.
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