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

7.2.7 Queue Call Unsupervised Transfer to Non-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.
Historical
Queues
Agents
Agent A
Agent B
Agent C
CCR 1.0 User Guide
IP Office
Answered
Calls
Queue Q
Queue Q2
TOTAL
Answered
Calls
Queue Q
Calls Waiting 1
Agents Ringing 1
Answered Calls 1
–
–
Transferred 1
Answered Calls 1 Answered Calls 1
Transferred 1
No Answer Transferred
1 0
0 0
1 0
Internal Transferred
Made
1 0
0 0
0 0
Call Scenarios: Transferring Calls
Agent A
–
–
Answered Calls 1
–
–
Transferred 1
Transferred 1
1
0
1
1
0
0
15-601130 Issue 1k (22 May 2009)
Page 159