Queue Call Answered By 2Nd Agent - Avaya IP Office User Manual

7.1.2 Queue Call Answered by 2nd Agent

An external call is targeted to a queue. The call is not answered by the first available agent. The call is answered by the
second available agent.
Events
· A call is routed to the queue.
· The call is presented to the first available agent.
· The call is not answered.
· The call is presented to the next available agent.
· The call is answered.
Historical
Queues
Agents
Agent A
Agent B
Agent C
CCR 1.0 User Guide
IP Office
Answered
Calls
Queue Q
TOTAL
Answered
Calls
Queue Agent A
Calls Waiting 1
Agents Ringing 1
No Answer 1 No Answer 1
Agents Ringing 1
Answered Calls 1
No Answer 1 No Answer 1 Answered Calls
Answered Calls
1
No Answer Lost
Calls
1 1
1 1
No Answer Lost
Calls
0 1
1 0
0 0
Agent B
– –
– –
–
– –
– Answered Calls 1
1
0
0
0
0
0
15-601130 Issue 1k (22 May 2009)
Page 144