Avaya IP Office - Voicemail; Queue Call Timed out to Voicemail

CCR 1.0 User Guide Page 180
15-601130 Issue 1k (22 May 2009)IP Office
7.5 Voicemail
For direct calls to an agent, if the call goes to voicemail, it is not recorded by any statistic.
Queue calls can be routed to voicemail if the queue has a Voicemail Answer Time set. This time is applied from the
when a call is presented to a queue and if it expires the call is routed to voicemail and recorded as such in the Routed to
Voicemail statistic of the queue and the last agent to which it was presented. Voicemail is used immediately the timeout
expires regardless of how long the call has been ring an agent.
Other statistics (Answered Calls, Lost Calls, Overflowed Answered, Overflowed Lost etc.) are not incremented by
queue calls that go to voicemail and are then waiting to be answered, answered or lost.
If using Voicemail Pro, details of what happened to calls that go to voicemail can be reported using reports based on the
Voicemail Report template.
Note that assisted transfers from the voicemail server to a queue or agent are not supported by IP Office Customer Call
Reporter.
7.5.1 Queue Call Timed Out to Voicemail
An external call is targeted to a queue. The call is presented to each available agent in turn but remains unanswered.
When the queue's voicemail timeout occurs the call goes to the queue's voicemail mailbox immediately.
Events
Queue Q
Agent A
Agent B
Agent C
· A call is routed to the queue.
Calls Waiting 1
–
–
–
· The call is presented to the first available agent.
Agents Ringing 1
–
–
–
· The call is not answered.
No Answer 1
No Answer 1
–
–
· The call is presented to the next available
agent.
Agents Ringing 1
–
–
–
· The call is not answered.
No Answer 1
–
No Answer 1
–
· The call is presented to the next available
agent.
Agents Ringing 1
–
–
–
· The call is not answered.
–
–
No Answer 1
· While being presented the call times out to
voicemail.
Routed to VM 1
–
–
–
· The caller leaves a message.
New Messages 1
Historical
No Answer 2
Routed to VM 1
New Messages 1
No Answer 1
No Answer
1
No Answer
1
Queues
Answered
Calls
No Answer
Lost
Calls
Routed to
Other
Routed to
Voicemail
Queue Q
0
3
0
0
1
TOTAL
0
3
0
0
1
Agents
Answered
Calls
No Answer
Lost
Calls
Routed to
Other
Agent A
0
1
0
0
Agent B
0
1
0
0
Agent C
0
1
0
0
109