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

7.2.6 Queue Call Unsupervised Transfer to Agent

In this scenario the agent who answered an external call to the queue transfers it to an agent in another queue and
complete the transfer without waiting to be answered.
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 agent completes the transfer without
waiting to be answered.
· The call is answered.
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
Call Scenarios: Transferring Calls
Agent A Queue Q2
–
–
Answered Calls 1
–
–
Transferred 1
–
Answered Calls
1
Transferred 1
Transferred
0 1
0 0
0 1
Transferred
0 1
0 0
0 0
Transferred
0 1
0 0
0 1
Transferred
0 0
0 0
0 0
15-601130 Issue 1k (22 May 2009)
Agent X
– –
– –
– –
– –
– –
– –
– Answered
External Non
Queue 1
– Answered
External Non
Queue 1
Answered Ext
Non Q
0
0
0
Answered Ext
Non Q
1
0
0
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