Direct External Call To Agent (Unanswered) - Avaya IP Office User Manual

7.4.2 Direct External Call to Agent (Unanswered)

An external call is targeted directly to an agent. The agent does not answer and the caller disconnects.
Events
· An external call is routed direct to an
· The call is not answered.
· The caller hangs up.
Historical
Queues
Queue Q
TOTAL
Agent
Agent A
Agent B
Agent C
Notes:
· Except for affecting the agent's state,
call.
· The agent states used for direct calls are
· Direct calls are not recorded against any queue to which the agent belongs.
· Since the call was not targeted at a queue, it is not recorded as a lost call for the agent or queue.
CCR 1.0 User Guide
IP Office
agent.
Answered No Answer
Calls
0
0
Answered No Answer
Calls
0
0
0
direct calls
Ringing Non Queue
Call Scenarios: Non-Queue Calls (Direct Calls)
Queue Q
–
–
–
–
Lost
Calls
0 0
0 0
Lost
Calls
0 0
0 0
0 0
to an agent are not recorded unless the agent answers the
196
and when connected
203
Agent A
–
–
–
–
Routed To Routed To
Other Voicemail
0
0
Routed To
Other
0
0
0
Busy Non Queue
15-601130 Issue 1k (22 May 2009)
0
0
.
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