CCR 1.0 User Guide Page 202
15-601130 Issue 1k (22 May 2009)IP Office
9.73 Queue Call
This term is used for calls targeted to a queue, either by the telephone system or by the caller dialing the queue's
extension number. Unless otherwise specifically stated, most statistics shown by IP Office Customer Call Reporter are
only for queue calls. Calls direct to an agent (non-queue calls ) rather than to the queue to which they belong are not
normally included.
9.74 Queue State [Statistic]
· This statistic is only available for queues.
· It shows the current state of the queue as one of the following: In Service, Agents Busy, No Agents, Night Service or
Out of Service.
· The related statistic Queue State Time can be used the show the time that the queue has been in its current
state.
9.75 Queue State Time [Statistic]
· This statistic is only available for queues.
· It shows the time the queue has been in its current state.
· The related statistic Queue State can be used the show current state.
Hunt groups on the telephone system can be configured to use queuing when the number of calls waiting to be
answered exceeds the number of available agents to which waiting calls can be presented. With queuing enabled the
additional callers continue to be treated as if ringing even though they are queued.
Without queuing, when the hunt group become busy, addition calls go directly to the overflow destination if set, else to
voicemail if available, else return busy to the caller.
IP Office Customer Call Reporter is only supported for queues (hunt groups) that use queuing.
For agent on the following phones, when they select Busy NA (Not Available) state using a button on their phone they
will be prompted to select a reason code if any have been configured on the telephone system.
· 2410, 5410, 2420, 5420, 4610, 5610, 5620, 5621, 4620, 4621, 4625, 1708, 1716.
The codes are configured on the telephone system by the system maintainer. The reason code is displayed as part of
Agent State (Queue) statistic information.
Up to 8 custom reasons can be configured plus the following two fixed reasons:
· Automatic
This reason is used if the agent is using a phone that allows reason code selection but fails to select a reason. For
example if they enabled Busy NA through a short code, using Phone Manager or were forced into it by the IP
Office's Agent Status on No Answer feature.
· Unsupported
This reason code is used for agents using phones that do not allow the selection of a reason code.
Each call is assigned a unique call reference number that remains with the call whilst it is on the IP Office telephone
system. The Reference number for a call is included in reports based on the Trace Report and Call Details
Report templates. A call's Reference number can also be used as the target reports based on the Trace Report
template.
A hunt group's ring mode defines the order in which agents in the group are used. The options are Collective ,
Sequential , Rotary and Longest Waiting .
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