Voicemail; Queue Call Timed Out To Voicemail - Avaya IP Office User Manual

7.5 Voicemail

For direct calls to an agent, if the call goes to voicemail, it is not recorded by any statistic.
Queue calls can be routed to voicemail if the queue has a Voicemail Answer Time set. This time is applied from the
when a call is presented to a queue and if it expires the call is routed to voicemail and recorded as such in the Routed to
Voicemail statistic of the queue and the last agent to which it was presented. Voicemail is used immediately the timeout
expires regardless of how long the call has been ring an agent.
Other statistics (Answered Calls, Lost Calls, Overflowed Answered, Overflowed Lost etc.) are not incremented by
queue calls that go to voicemail and are then waiting to be answered, answered or lost.
If using Voicemail Pro, details of what happened to calls that go to voicemail can be reported using reports based on the
Voicemail Report template.
109
Note that assisted transfers from the voicemail server to a queue or agent are not supported by IP Office Customer Call
Reporter.

7.5.1 Queue Call Timed Out to Voicemail

An external call is targeted to a queue. The call is presented to each available agent in turn but remains unanswered.
When the queue's voicemail timeout occurs the call goes to the queue's voicemail mailbox immediately.
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.
· While being presented the call times out to
voicemail.
· The caller leaves a message.
Historical
Queues
Queue Q
TOTAL
Agents
Agent A
Agent B
Agent C
CCR 1.0 User Guide
IP Office
Answered No Answer
Calls
0
0
Answered No Answer
Calls
0
0
0
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
Routed to VM 1
New Messages 1
No Answer 2 No Answer 1 No Answer
Routed to VM 1
New Messages 1
Lost
Calls
3 0
3 0
Lost
Calls
1 0
1 0
1 0
Agent B
– –
– –
–
– –
– No Answer 1
– –
– – No Answer 1
– –
No Answer
1
Routed to Routed to
Other Voicemail
0
0
Routed to
Other
0
0
0
15-601130 Issue 1k (22 May 2009)
Agent C
–
–
–
–
–
–
–
1
1
1
Page 180