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

7.2.13 Direct Call Unsupervised Transfer to Agent

In this scenario the agent who answered an direct call transfers it to an agent in another queue and complete the transfer
without waiting to be answered.
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 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 A
Agent B
Agent C
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
Call Scenarios: Transferring Calls
Agent A Queue Q2
–
Answered
External Non
Queue 1
–
–
–
–
Answered
External Non
Queue 1
Transferred
0 0
0 0
0 0
Transferred
0 0
0 0
0 0
Transferred
0 0
0 0
0 0
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
1
0
0
Answered
Ext Non Q
1
0
0
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