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

7.2.14 Direct 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
· 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
CCR 1.0 User Guide
IP Office
Answered No Answer
Calls
0
0
0
Answered Internal
Calls Made
0
0
0
Queue Q Agent A
–
– Answered External
Non Queue 1
–
–
–
–
– Answered
External Non
Queue 1
Transferred
0 0
0 0
0 0
Transferred Answered
Ext Non Q
0 0
0 0
0 0
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