Follow Me; Forwarding Calls; Holding Calls - Avaya IP Office User Manual

7.6.7 Follow Me

Agents can use follow me to redirect their calls to another internal users phone. The calls remain associated with the
agent and will be recorded in the statistics as if it was ringing against the extension at which the agent has logged on.

7.6.8 Forwarding Calls

Hunt groups and queues do not have call forwarding settings. However agents can use their own call forwarding settings
to forward calls including queue calls.
· An agent's Forward on Busy and Forward on No Answer settings are applied to their direct calls but are not
applied to queue calls that they receive.
· An agent's Forward Unconditional settings can be optionally applied to queue calls by selecting the Forward
Hunt Group Calls option. When selected, it is applied to all queue calls including internal calls regardless of the
agent's Forward Internal Calls setting.
· Queue calls cannot be forwarded to another hunt group or queue.
· If a queue call is forwarded and then unanswered after the queue's No Answer Time, the IP Office will attempt to
retrieve the call and present it to the next available agent.
· Some trunks, for example analog trunks, cannot provide the call progress signaling used by the IP Office to
retrieve a call if unanswered. Calls forwarded via such trunks are treated as answered immediately when they
are forwarded.
For IP Office Customer Call Reporter this means:
· Direct calls to an agent forwarded by the agents call forwarding settings are not recorded by any statistics.
· Queue calls to an agent forwarded by the agents call forwarding settings only affect IP Office Customer Call
Reporter if the call is answered while forwarded.
· If the call is forwarded to another agent within the queue, any Answered, Lost and No Answer statistics as
appropriate are incremented for the queue and for the agent to which the call was forwarded and not the
agent from which it was forwarded.
· If the call is forwarded to a non-agent destination, if answered there it will recorded as Answered Other for
the queue. However, if lost or not answered, the Lost or No Answer statistic for the queue or its agents are
not incremented.
· Use of this feature is not supported for agents. Using this feature may lead to statistics that appear incorrect or
that are difficult to interpret.

7.6.9 Holding Calls

Calls held by an agent affect the agent's status (which becomes Holding) but do not affect any other statistics.
Retrieving the call from hold does not affect any statistics either. This also applies to hold calls that recall to the agent
who put the call on hold. They are not counted as additional answered calls.
The length of time that agent's had calls on hold is reported in reports based on the
template.
CCR 1.0 User Guide
IP Office
Call Scenarios: Other Call Features
Agent Summary Report
15-601130 Issue 1k (22 May 2009)
101
Page 185