Overflowed Call Picked Up - Avaya IP Office User Manual

7.3.6 Overflowed Call Picked Up

In this scenario the overflowed call is pickup by someone outside the original and overflow queue.
Events
· A call is routed to the queue.
· The call overflows to another queue.
· The call is presented to the first available
agent.
· While being presented the call times out
to voicemail.
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.
· The overflowed call is included in the Routed to Other statistic of the queue from which it overflowed. The same
would apply even if the call had been picked up by an agent in the original queue or the overflow queue.
CCR 1.0 User Guide
IP Office
Answered No Answer
Calls
0
0
0
Answered No Answer
Calls
0
0
0
Queue Q
Calls Waiting 1
Overflowed Calls 1 Calls Waiting 1
Overflowed Calls
Waiting 1
Routed to Voicemail 1
Overflowed Calls 1
Routed to Other 1
Lost Overflowed
Calls Calls
0 0
0 0
0 0
Lost
Calls
0
0
0
Call Scenarios: Overflow Calls
Queue Q2 Agent X
– –
–
–
– –
– –
Overflowed
Answered
1 0
0 0
1 0
0
0
0
15-601130 Issue 1k (22 May 2009)
Routed to
Other
1
0
1
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