Overflow And Timed Out To Voicemail - Avaya IP Office User Manual

7.5.2 Overflow and Timed Out to Voicemail

In this scenario after a call overflows, the queue's voicemail timeout occurs. The call will then go to the original queue's
voicemail mailbox.
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 call is included in the Routed to Voicemail statistic of the queue from which it overflowed.
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
Voicemail 1
Lost Overflowed
Calls Calls
0 0
0 0
0 0
Lost
Calls
0
0
0
Queue Q2 Agent X
– –
–
– –
– –
Overflowed
Answered
1 0
0 0
1 0
0
0
0
15-601130 Issue 1k (22 May 2009)
Routed to
Voicemail
1
0
1
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