CCR 1.0 User Guide Page 4
15-601130 Issue 1k (22 May 2009)IP Office
............................................................................ 1627.2.10 Direct Call Supervised Transfer to Agent
............................................................................ 163
7.2.11 Direct Call Supervised Transfer to
Non-Agent
............................................................................ 1647.2.12 Direct Call Unsupervised Transfer to Queue
............................................................................ 1657.2.13 Direct Call Unsupervised Transfer to Agent
............................................................................ 166
7.2.14 Direct Call Unsupervised Transfer to
Non-Agent
..................................................................... 1677.3 Overflow Calls
............................................................................ 1697.3.1 Unanswered Call Overflows and is Answered
............................................................................ 1717.3.2 Overflowed and Answered by 1st Agent
............................................................................ 1727.3.3 Overflowed and Answered by 2nd Agent
............................................................................ 1737.3.4 Overflowed and Lost
............................................................................ 1747.3.5 Overflow and Timed Out to Voicemail
............................................................................ 1757.3.6 Overflowed Call Picked Up
..................................................................... 1767.4 Non-Queue Calls (Direct Calls)
............................................................................ 1767.4.1 Direct External Call to Agent (Answered)
............................................................................ 1777.4.2 Direct External Call to Agent (Unanswered)
............................................................................ 1787.4.3 Internal Call Direct to Agent (Answered)
............................................................................ 1797.4.4 Internal Call Direct to Agent (Unanswered)
..................................................................... 1807.5 Voicemail
............................................................................ 1807.5.1 Queue Call Timed Out to Voicemail
............................................................................ 1827.5.2 Overflow and Timed Out to Voicemail
..................................................................... 1837.6 Other Call Features
............................................................................ 1837.6.1 Announcements
............................................................................ 1837.6.2 Bridged Appearances
............................................................................ 1837.6.3 Busy on Held
............................................................................ 1837.6.4 Call Pickup
............................................................................ 1847.6.5 Call Coverage
............................................................................ 1847.6.6 Do Not Disturb
............................................................................ 1857.6.7 Follow Me
............................................................................ 1857.6.8 Forwarding Calls
............................................................................ 1857.6.9 Holding Calls
............................................................................ 1867.6.10 Internal Twinning
............................................................................ 1867.6.11 Line Appearance Buttons
............................................................................ 1867.6.12 Mobile Twinning
............................................................................ 1867.6.13 Parking Calls
............................................................................ 1867.6.14 Wrap Up
Miscellaneous8.
..................................................................... 1888.1 Multiple Roles
..................................................................... 1888.2 Configuration Changes
..................................................................... 1898.3 Troubleshooting
Glossary9.
..................................................................... 1929.1 Administrator
..................................................................... 1929.2 After Call Work (ACW) [Agent State]
..................................................................... 1929.3 Agent
..................................................................... 1929.4 Agent State (Queue) [Statistic]
..................................................................... 1929.5 Agent State (Queue) Time [Statistic]
..................................................................... 1939.6 Agent State (System) [Statistic]
..................................................................... 1939.7 Agent State (System) Time [Statistic]
..................................................................... 1939.8 Agents ACW [Statistic]
..................................................................... 1939.9 Agents Available [Statistic]
..................................................................... 1939.10 Agents Busy [Queue State]
..................................................................... 1939.11 Agents Call Share [Statistic]
..................................................................... 1939.12 Agents Logged On [Statistic]
..................................................................... 1939.13 Agents Present [Statistic]
..................................................................... 1939.14 Agents Ringing [Statistic]
..................................................................... 1949.15 Answered Calls [Statistic]
..................................................................... 1949.16 Answered External Non-Queue [Statistic]
..................................................................... 1949.17 Answered Internal Non-Queue [Statistic]
..................................................................... 1949.18 Answered Internal Queue [Statistic]
..................................................................... 1949.19 Announcements
..................................................................... 1949.20 Available [Agent State]
..................................................................... 1949.21 Average Answer % [Statistic]
..................................................................... 1949.22 Average Answer Time [Statistic]
..................................................................... 1959.23 Average Wait Time [Statistic]
..................................................................... 1959.24 Busy [State]
..................................................................... 1959.25 Busy Alt-Queue [Agent State]
..................................................................... 1959.26 Busy Not Available [Agent State]
..................................................................... 1959.27 Busy Not Available [Statistic]
..................................................................... 1959.28 Busy Non-Queue [Agent State]
..................................................................... 1959.29 Busy Wrap Up
..................................................................... 1959.30 Call Pickup
..................................................................... 1969.31 Call Waiting [Statistic]
..................................................................... 1969.32 CCC
..................................................................... 1969.33 CLI
..................................................................... 1969.34 Connected
..................................................................... 1969.35 Collective Group
..................................................................... 1969.36 Current Wait Time [Statistic]
..................................................................... 1969.37 Direct Call
..................................................................... 1969.38 Enquiry Call
..................................................................... 1979.39 Grade of Service [Statistic]
..................................................................... 1979.40 Holding [Agent State]
..................................................................... 1979.41 Hot Desking
..................................................................... 1979.42 In Service [Queue State]
..................................................................... 1979.43 Internal Made [Statistic]
..................................................................... 1979.44 IP Office
..................................................................... 1979.45 Last Agent
..................................................................... 1979.46 Licenses
..................................................................... 1989.47 Logged In
..................................................................... 1989.48 Logged Out [Agent State]
..................................................................... 1989.49 Longest Waiting Group
..................................................................... 1989.50 Longest Wait Time [Statistic]
..................................................................... 1989.51 Lost
..................................................................... 1989.52 Lost Calls [Statistic]
..................................................................... 1989.53 Membership
..................................................................... 1989.54 Maintainer
..................................................................... 1999.55 New Messages [Statistic]
..................................................................... 1999.56 Night Service [Queue State]
..................................................................... 1999.57 No Agents [Queue State]
..................................................................... 1999.58 No Answer
..................................................................... 1999.59 No Answer [Statistic]
..................................................................... 1999.60 No Answer Time
..................................................................... 2009.61 Non-Queue Call
..................................................................... 2009.62 Off Hook
..................................................................... 2009.63 Out of Service [Queue State]
..................................................................... 2009.64 Outbound Calls External [Statistic]
..................................................................... 2009.65 Overflowed
..................................................................... 2009.66 Overflowed Answered [Statistic]
..................................................................... 2019.67 Overflowed Calls [Statistic]
..................................................................... 2019.68 Overflowed Calls Waiting [Statistic]
..................................................................... 2019.69 Overflowed Lost [Statistic]
..................................................................... 2019.70 Present [Agent State]
..................................................................... 2019.71 Programmable Button
..................................................................... 2019.72 Queue
..................................................................... 2029.73 Queue Call
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