Transferring Calls - Avaya IP Office User Manual

7.2 Transferring Calls

Transferred calls consist of a number of stages:
1. The current call is put on hold pending transfer.
2. An enquiry call is made to the transfer target.
· For an unsupervised transfer, the transfer process is completed while the enquiry call is still ringing.
· For a supervised transfer the transfer process is only completed after the enquiry call is answered.
IP Office Customer Call Reporter reports transferred calls in the following way depending on whether the transfer is
supervised or unsupervised and on whether the transfer target is a queue, an agent or any other target.
Supervised Transfer
to...
Enquiry Call
Enquiry Answered
Successful Transfer
Unsupervised Transfer
to...
Enquiry Call
Successful Transfer
Transferred Call and Performance Statistics
For performance statistics, Average Answer Time, Average Answer % and Grade of Service, transferred calls are
treated as follows:
· For supervised transfers, the duration of the enquiry call is treated as the ringing time of the transferred call. Note
also that the ring time of the enquiry call is included a separate answered call value.
· For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or
agent.
Transferred Calls and Wait Time
For supervised transfers, the enquiry call duration is included in the
calculations for the queue to which it is transferred.
67
CCR 1.0 User Guide
IP Office
Queue
· Increments the transferring agent's Internal Made
statistic.
· The enquiry call is treated as an internal call by IP Office
Customer Call Reporter, however the IP Office will present
it to the target as internal or external as appropriate for the
call that has been put on hold pending transfer.
· Increments Answered
Calls for the targeted queue
and agent answering.
· If the call transferred is a queue call, transfer completion increments Transferred for the
queue and agent transferring.
· Increments Answered
Calls for the targeted queue
and agent answering with
an internal or external call
as appropriate for the call
transferred.
Queue
· The enquiry call is not recorded in any queue or agent statistic.
· If the call being transferred was a queue call, it increments the transferring queue and
agent's Transferred statistics.
· Increments Answered
Calls for the targeted queue
and answering agent.
Agent
· Increments Answered
Internal Non-Queue for
the targeted agent.
· Increments the answering
agent's Answered Internal
Non-Queue or Answered
External Non-Queue as
appropriate for the type of
call being transferred.
Agent
· Increments the answering
agent's Answered Internal
Non-Queue or Answered
External Non-Queue as
appropriate for the call
being transferred.
Average Wait Time
Call Scenarios: Queue Calls
Other
· The enquiry call is not
recorded in any agent
statistic.
· Increments the Answered
Calls statistic for the
transferring queue.
· No further statistics are
incremented.
Other
· No further statistics are
incremented.
and Longest Wait Time
58
15-601130 Issue 1k (22 May 2009)
Page 149