Avaya IP Office - Direct External Call to Agent (Unanswered)

CCR 1.0 User Guide Page 177
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Non-Queue Calls (Direct Calls)
7.4.2 Direct External Call to Agent (Unanswered)
An external call is targeted directly to an agent. The agent does not answer and the caller disconnects.
Events
Queue Q
Agent A
· An external call is routed direct to an
agent.
–
–
· The call is not answered.
–
–
· The caller hangs up.
–
–
Historical
–
–
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
Agent A
0
0
0
0
Agent B
0
0
0
0
Agent C
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.
· Since the call was not targeted at a queue, it is not recorded as a lost call for the agent or queue.
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