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

7.2.4 Queue Call Supervised Transfer to Agent in Same Queue

In this scenario the agent who answered an external call to the queue transfers it to another agent in the same 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
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
Agent A
–
–
Answered Calls 1
–
Internal Made 1
–
Transferred 1
Answered Calls 1
Internal Made 1
Transferred 1
Transferred
0 1
0 0
0 1
Transferred Answered
Int Non-Q
1 1
0 0
0 0
Call Scenarios: Transferring Calls
Agent C
–
–
–
–
–
Answered Internal Non
Queue 1
Answered External Non
Queue 1
Answered Internal Non
Queue 1
Answered External Non
Queue 1
Answered
Ext Non-Q
0
0
1
15-601130 Issue 1k (22 May 2009)
0
0
1
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