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

CCR 1.0 User Guide Page 179
15-601130 Issue 1k (22 May 2009)IP Office
Call Scenarios: Non-Queue Calls (Direct Calls)
7.4.4 Internal Call Direct to Agent (Unanswered)
An internal call to an agent who does not answer. Since this is not a call targeted to an queue, it isn't recorded as a lost
call. It would only appear in statistics if the agent has answered the call .
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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