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

7.2.10 Direct Call Supervised Transfer to Agent

In this scenario an agent transfers a direct call to an agent in another queue.
Events
· An external call is routed direct to an
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
–
–
–
–
–
–
–
Answered No Answer
Calls
0
0
0
Answered Internal
Calls Made
0
0
0
Answered No Answer
Calls
0
0
0
Answered Internal
Calls Made
0
0
0
Agent A Queue Q2
–
Answered External
Non Queue 1
–
Internal Made 1
–
–
Answered
External Non
Queue 1
Internal Made 1
Transferred
0 0
0 0
0 0
Answered
Ext Non Q
1 1
0 0
0 0
Transferred
0 0
0 0
0 0
Answered
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
Internal Non
Queue 1
Answered
External Non
Queue 1
Answered
Int Non Q
0
0
0
Answered
Int Non Q
1
0
0
Page 162