CCR 1.0 User Guide Page 200
15-601130 Issue 1k (22 May 2009)IP Office
9.61 Non-Queue 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.
This is a telephony term for when the handset on a traditional phone is lifted from the phone. For IP Office Customer Call
Reporter, off hook time is used for any state where the agent's phone is in use but not connected to a call. For example
when in the process of making a call.
9.63 Out of Service [Queue State]
A queue can be set as 'out of service'.
Agents in the queue will no longer be presented with calls targeted to that queue. Depending on how the queue has
been configured by the telephone system maintainer, the calls will either overflow to another queue or to voicemail.
This queue state is reported by the Queue State statistic. The time the queue has been in a particular state is
reported by the Queue State Time statistic.
9.64 Outbound Calls External [Statistic]
Outbound Calls (External)
· This statistic is only available for agents.
· It shows the number of outbound external calls made by the agent.
· If the outgoing call attempts to seize an external trunk but is unsuccessful, for example getting busy tone, it is still
included.
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
9.66 Overflowed Answered [Statistic]
· This statistic is only available for queues.
· It shows the number of queue calls answered after overflowing to another queue.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.
· This applies even if the overflowed call is answered by an agent in the queue from which it overflowed.
· It does not include queue calls answered by methods such as call pickup (use Routed to Other ).
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
· It does not include calls that go to voicemail.
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