Announcements can be configured on calls waiting to be answered within a queue or for direct calls waiting to be
answered by an individual user. For IP Office Customer Call Reporter, queue announcements is supported and does not
affect statistics. However the use of user announcements is not supported.
Note that the use of customized announcement call flows through Voicemail Pro that do anything other than provide
prompts before returning the caller to the queue are not supported by IP Office Customer Call Reporter. For example,
using a customized call flow that allows callers to opt to leave a message or to be transferred to another number, are not
supported by IP Office Customer Call Reporter.
7.6.2 Bridged Appearances
Queue calls to an agent will be reflected by any bridged appearance buttons on another user's phone set to that agent.
· Use of this feature is not supported for agents. Using this feature may lead to statistics that appear incorrect or
that are difficult to interpret.
7.6.3 Busy on Held
When an agent has a call on hold, their status is indicated as Holding, however they can be presented with other calls.
The IP Office has a Busy on Held setting for each user which can be enabled. When enabled, when the user has a call on
hold they are not presented with any further hunt group or queue calls. This will not affect their IP Office Customer Call
Reporter state which still shows Holding. Direct calls follow their forward on busy setting or otherwise go to voicemail or
else get busy tone.
7.6.4 Call Pickup
There are a wide range of features that can be used to pickup a call ringing elsewhere on the telephone system. For
example the call pickup can be based on the line on which the call was received, the group to which it is presented or the
user or extension at which it is ringing. Consult with the system maintainer for details of which pickup features are
available and how to access them.
· Queue calls answered by this method will be reported as Routed to Other for the queue at which they were
ringing.
· For an agent answering the call:
· If they are an agent in the same queue, the call is recorded in the Answered Calls statistic (and Answered
Internal (Queue) if internal) for the queue and answering agent.
· If they are not in the same queue, the call is recorded as Answered External (Non-Queue) or Answered
Internal (Non-Queue) for the answering agent.
· Non-queue calls answered this way are recorded as Answered External (Non-Queue) or Answered Internal
(Non-Queue) for the answering agent.
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