Call Waiting [Statistic]; Ccc; Cli; Connected - Avaya IP Office User Manual

9.31 Call Waiting [Statistic]

Calls Waiting
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· This statistic is only available for queues.
· It shows the number of calls targeted to the queue that are waiting to be answered by the agents in the queue or the
agent being reported on.
· It includes calls currently ringing at agent phones.
· It includes calls that overflowed to the queue.
· It does not include calls that overflowed from the queue and are still waiting to be answered, those are reported
using Overflowed Calls Waiting

9.32 CCC

CCC
Compact Call Center (CCC) is an alternate call center reporting application supported with IP Office telephone systems.
CCC and IP Office Customer Call Reporter are not supported on the same IP Office system except for the use of CCC
Reporter to access historical CCC reports. However some CCC licenses can be used with IP Office Customer Call
Reporter.

9.33 CLI

CLI
Called or Calling Line ID. Also known as CLID or ICLID (Incoming Calling Line ID). On incoming calls this is the
telephone number of the caller if provided with the call. On outgoing calls it is the number called.

9.34 Connected

Connected
The state where the agent is talking to a caller. This state does not include time when the call is alerting the agent or the
agent has the call on hold or parked.

9.35 Collective Group

Collective
Hunt groups configured as 'collective' presents a waiting call to all available agents simultaneously. This type of hunt
group is not supported for use as an IP Office Customer Call Reporter queue.

9.36 Current Wait Time [Statistic]

Current Wait Time
· This statistic is only available for queues.
· Time of the longest currently waiting call.
· It includes the wait time of calls overflowing from the queue and to the queue.

9.37 Direct Call

Direct Call
The terms 'non-queue call' or 'direct call' is used for calls targeted directly at a particular agent rather than at the queue
to which they belong.
While handling a direct call and agent will not be presented with queue calls and will be indicated as Busy Non-Queue.

9.38 Enquiry Call

Enquiry Call
While transferring a call, the original call is put on hold pending transfer and a call is made to the transfer target. The
call to the transfer target is called an 'enquiry call'. It is also known as a 'consultation call'.
CCR 1.0 User Guide
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