Unanswered Call Overflows And Is Answered - Avaya IP Office User Manual

7.3.1 Unanswered Call Overflows and is Answered

This scenario shows a call being presented to and not answered by any of the agents in a queue and so overflowing. The
call is then answered by the first agent in the overflow to which it is presented.
Events
· A call is routed to the queue.
· The call is presented to the first
available agent.
· The call is not answered.
· The call is presented to the next
available agent.
· The call is not answered.
· The call is presented to the next
available agent.
· The call is not answered.
· The call overflows to another queue. Overflowed Calls
· The call is presented to the first
available agent.
· The call is answered.
Historical
CCR 1.0 User Guide
IP Office
Queue Q Agent A
Calls Waiting 1 –
Agents Ringing 1 –
No Answer 1 No Answer 1
Agents Ringing 1 –
No Answer 1 –
Agents Ringing 1 –
No Answer 1 –
–
1
Overflowed Calls –
Waiting 1
Overflowed –
Answered 1
No Answer 3 No Answer
1
Overflowed
Calls 1
Overflowed
Answered 1
Call Scenarios: Overflow Calls
Agent B Agent C Queue Q2
– –
– –
– –
– –
No Answer –
1
– –
– No Answer
1
– –
– –
– –
No No Answer
Answer 1 1
15-601130 Issue 1k (22 May 2009)
Agent X
– –
– –
– –
– –
– –
– –
– –
Calls –
Waiting 1
–
– Answered
Calls 1
– Answered
Calls 1
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