Overflowed And Answered By 1St Agent - Avaya IP Office User Manual

7.3.2 Overflowed and Answered by 1st Agent

In this scenario the queue has queuing enabled and an overflow time set. An external call to the queue is queued to be
answered as there are no available agents. When the overflow timeout expires the call overflows. 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 overflows to another queue.
· The call is presented to the first available
agent.
· The call is answered.
Historical
Queues
Queue Q
Queue Q2
TOTAL
Agents
Agent X
Agent Y
Agent Z
Notes:
· The overflowed call is included in the specific overflow statistics of the queue from which it overflowed.
· The overflowed call is included in the performance statistics of the queue from which it overflowed.
· The overflowed call is not included in any queue statistics of the queue to which it overflowed except the Call
Waiting statistic while the call was waiting to be answered.
· The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it
overflowed.
CCR 1.0 User Guide
IP Office
Answered No Answer
Calls
0
0
0
Answered No Answer
Calls
1
0
0
Queue Q
Calls Waiting 1
Overflowed Calls 1 Calls Waiting 1
Overflowed Calls Calls Waiting 1
Waiting 1
Overflowed
Answered 1
Overflowed Calls
1
Overflowed
Answered 1
Lost Overflowed
Calls Calls
0 0
0 0
0 0
Lost
Calls
0
0
0
Call Scenarios: Overflow Calls
Queue Q2 Agent X
– –
–
–
– Answered Calls
1
– Answered Calls
1
Overflowed
Answered
1 1
0 0
1 1
0
0
0
15-601130 Issue 1k (22 May 2009)
Overflowed
Lost
0
0
0
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