7. Call Scenarios - Avaya IP Office User Manual

7. Call Scenarios

This section provides a number of examples of the statistics collected by the IP Office Customer Call Reporter for
different call scenarios. It also explains some of the features of call handling provided by the telephone system and how
those are interpreted by the IP Office Customer Call Reporter.
Queue Calls
143
Queue Call Answered by 1st Agent
·
Queue Call Answered by 2nd Agent
·
Queue Call Which is Lost
·
Queue Call Picked Up by Another Agent
·
Queue Call Picked Up by a Non Agent
·
Queue Call Timed Out to Voicemail
·
Transferring Calls
149
Queue Call Supervised Transfer to Queue
·
Queue Call Supervised Transfer to Agent
·
Queue Call Supervised Transfer to Non-Agent
·
Queue Call Supervised Transfer to Agent in Same
·
Queue
155
Queue Call Unsupervised Transfer to Queue
·
Queue Call Unsupervised Transfer to Agent
·
Queue Call Unsupervised Transfer to Non-Agent
·
Queue Call Unsupervised Transfer to Agent in Same
·
Queue
160
Direct Call Supervised Transfer to Queue
·
Direct Call Supervised Transfer to Agent
·
Direct Call Supervised Transfer to Non-Agent
·
Direct Call Unsupervised Transfer to Queue
·
Direct Call Unsupervised Transfer to Agent
·
Direct Call Unsupervised Transfer to Non-Agent
·
Overflow Calls
167
Unanswered Call Overflows and is Answered
·
Overflowed and Answered by 1st Agent
·
Overflowed and Answered by 2nd Agent
·
Overflowed and Lost
·
Overflowed and Timed Out to Voicemail
·
Overflowed Call Picked Up
·
CCR 1.0 User Guide
IP Office
143
144
145
146
147
148
151
153
156
157
161
162
163
164
165
169
.
171
.
172
.
173
.
174
.
175
Voicemail
180
Queue Call Timed Out to Voicemail
·
Overflowed and Timeout to Voicemail
·
Non-Queue Calls (Direct Calls)
Internal Call to an Agent (Unanswered)
·
Internal Call to an Agent (Answered)
·
External Call to an Agent (Unanswered)
·
External Call to an Agent (Answered)
·
Other Call Features
After Call Work
·
154
Announcements
·
Bridged Appearances
·
Busy Not Available
·
Call Pickup
·
159
Call Coverage
·
Do Not Disturb/Send All Calls
·
Follow Me
·
Forwarding Calls
·
Group Membership
·
Holding Calls
·
Internal Twinning
·
Line Appearance Buttons
·
166
Logging In
·
Logging Out
·
Mobile Twinning
·
.
Parking Calls
·
Wrap Up
· 186
176
121
183
183
122
183
184
184
185
185
123
185
186
186
119
120
186
186
15-601130 Issue 1k (22 May 2009)
180
182
179
178
177
176
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