Queue Call Pickup By Non Agent - Avaya IP Office User Manual

7.1.5 Queue Call Pickup by Non Agent

This scenario shows a queue call being picked up by someone who is not a member of the queue, in this case a normal
extension.
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.
· Another agent in the queue picks up the ringing
call.
Historical
Queues
Queue Q
TOTAL
Agents
Agent A
Agent B
Agent C
Notes:
· The call presented to the first agent but not answered by them is counted as a No Answer call for both the agent
and the queue as it rang them for the queue's full no answer time before being automatically presented to the
next available agent.
· The agent to which the call was being presented when it was picked up does not have the call counted as a No
Answer call as it was not presented for the queue's full no answer time before it was picked up.
· The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to
Other.
CCR 1.0 User Guide
IP Office
Queue Q
Calls Waiting 1
Agents Ringing 1
No Answer 1
Agents Ringing 1
Routed to Other 1
No Answer 1
Routed to Other 1
Answered No Answer
Calls
0
0
Answered No Answer
Calls
0
0
0
Agent A Agent B
–
–
No Answer 1
–
–
No Answer Routed to
1 Other 1
Lost Routed to
Calls Other
0 0
0 0
Lost Routed to
Calls Other
1 0
0 0
0 0
15-601130 Issue 1k (22 May 2009)
Call Scenarios: Queue Calls
Agent C
– –
– –
– –
– –
– –
–
1
1
0
0
0
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