CCR 1.0 User Guide Page 204
15-601130 Issue 1k (22 May 2009)IP Office
9.88 Small Community Network (SCN)
Small Community Network (SCN)
This refers to a method of linking several IP Office telephone systems using IP trunks. Currently calls received on SCN
trunks are reported as external calls by IP Office Customer Call Reporter.
IP Office Customer Call Reporter 1.0 does not support SCN operation, ie. agents and hunt groups on more than one IP
Office system. In addition advanced small community networking features such as remote hot desking and/or distributed
hunt groups are not supported.
IP Office Customer Call Reporter collects information about calls to queues and agents and stores this in its database. It
also collects information about the current state of the queues and agents. Statistics based on this information are then
used in web views and historical reports.
· Except where specifically indicated, usually by the term 'Non-Queue', all statistics relate to calls targeted to queues.
· Each statistic can only be added once within each view.
· Statistics are calculated values. They are affected by configurable settings on the particular view or report such as
whether to include or exclude internal calls. Those settings can be varied for each instance where a particular statistic
is used.
· The statistics value in views can be manually reset when required by any supervisor for who the administrator has
enabled the Reset Statistics option. Resetting the statistics affects the view statistics for all supervisors and
agents. It does not affect the statistics used for historical reports.
· The statistics in views are updated approximately every 2 seconds.
A supervised transfer is one where, having put your current call on hold pending transfer, you make an enquiry call
and wait for that call to be answered. When answered you can announce the transfer and then complete the transfer
process. This is also called an assisted transfer.
Supervisors can create and amend views of the agent queues assigned to them. Those views are then viewable
by the supervisor and the agents. Supervisors can also create reports that they then either run manually or that
they schedule to run automatically at regular intervals.
IP Office Customer Call Reporter supports up to 30 supervisors. However the maximum number of supervisors that can
be logged in at any time is controlled by the number of available Supervisor licenses.
9.92 System Status Application
System Status Application (SSA)
The IP Office System Status Application (SSA) is a software tool used to view the status of the IP Office telephone
system. It uses the same connection method to the IP Office as the IP Office Customer Call Reporter application and so
cannot normally be run from the IP Office Customer Call Reporter server.
9.93 Transferred [Statistic]
· This statistic is available for queues and agents.
· For a queue it is the number of calls originally targeted at the queue and then successfully transferred by the queue's
agents.
· For an agent it is the number of the queue's calls that they have transferred.
· It includes both supervised and unsupervised transfers.
· It does not include direct calls to agents that they then transfer.
9.94 Unsupervised Transfer
In an unsupervised transfer, having put your current call on hold pending transfer, after dialing the transfer destination
you complete the transfer process without waiting to hear if the call is answered. This is also called a 'Blind Transfer'.
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