Avaya IP Office User Manual page 105

Call Details Report and Transferred Calls
For the agent doing the transfer:
For the queue/agent that the call is transferred from, the Call Details Report will detail the following call events:
Call Records Details included...
Answered Call As per a normal call.
Holding Call
Transferred Call Reports the same details as the original answered call except:-
For the queue/agent receiving the transfer:
A call detail report run against the Queue/Agent, that receives a transfer, will detail:
Call Records Details included...
Enquiry Answered Note that this record is not present for unsupervised transfers.
Answered Call Reports the same details as the original transferred call except:-
CCR 1.0 User Guide
IP Office
· The Call Reference, Direction, Agent, Number and Queue are those of the the
answered call.
· The Date/Time are when the call was held.
· The Duration is the time from the call being held to the transfer being completed.
· The DDI is that of the original call.
· The Queue Time is blank.
· The Status is Holding.
· The Date/Time are when the transfer was completed.
· The Queue Time is blank.
· The Duration is from the transfer initiation to the end of the transfer (ie. it includes the
duration of the enquiry call).
· Date/Time is the point ringing is heard.
· Call direction is internal.
· Number is the calling parties number.
· DDI is the number dialled.
· Queue is the target queue or blank if agent.
· Queue Time is the ringing time of the enquiry call.
· Agent is the agent answering the call.
· Duration is from the agent answering to the transfer being completed.
· Status is Enquiry Answered.
· Call Reference is a new call reference.
· The Date/Time are when the transfer was completed.
· The Queue is the target of the transfer.
· The Queue Time is the time from the initial queuing at the transferee until the transfer is
completed.
· The Duration is from the transfer initiation to the end of the call leg (ie. it includes the
duration of the enquiry call).
Reports: Standard Report Templates
15-601130 Issue 1k (22 May 2009)
Page 105