Queue Call Supervised Transfer To Agent - Avaya IP Office User Manual

7.2.2 Queue Call Supervised Transfer to Agent

In this scenario the agent who answered an external call to the queue transfers it to an agent in another queue.
Events
· A call is routed to the queue.
· The call is presented to the first available
agent.
· The call is answered.
· The call is put on hold pending transfer.
· The agent dials the transfer target.
· The call is answered.
· The agent completes the transfer.
Historical
Queues
Queue Q
Queue Q2
TOTAL
Agents
Agent A
Agent B
Agent C
Queues
Queue Q
Queue Q2
TOTAL
Agents
Agent X
Agent Y
Agent Z
CCR 1.0 User Guide
IP Office
Queue Q
Calls Waiting 1
Agents Ringing 1
Answered Calls 1
Transferred 1
Answered Calls
1
Transferred 1
Answered No Answer
Calls
1
0
1
Answered Internal
Calls Made
1
0
0
Answered No Answer
Calls
1
0
1
Answered Internal
Calls Made
0
0
0
Agent A
–
–
Answered Calls 1
– –
– Internal Made 1
– –
Transferred 1
Answered Calls
1
Internal Made 1
Transferred 1
Transferred
0
0
0
Transferred
1
0
0
Transferred
0
0
0
Transferred
0
0
0
Call Scenarios: Transferring Calls
Queue Q2
–
–
–
–
–
–
–
–
Internal Non-
External Non-
Answered
Int Queue
1 0
0 0
1 0
Answered Answered
Int Non-Q Ext Non-Q
1 0
0 0
0 0
Answered
Int Queue
1 0
0 0
1 0
Answered Answered
Int Non-Q Ext Non-Q
0 1
0 0
0 0
15-601130 Issue 1k (22 May 2009)
Agent X
–
–
–
–
–
Answered
Internal Non-
Queue 1
Answered
External Non-
Queue 1
Answered
Queue 1
Answered
Queue 1
0
0
0
1
0
0
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