Logged In; Logged Out [Agent State]; Longest Waiting Group; Longest Wait Time [Statistic] - Avaya IP Office User Manual

9.47 Logged In

Logged In
An agent is "logged in" when they use an extension on the telephone system to enter their extension number and login
code. Their telephone settings are then applied to that extension and they are then able to make and receive calls
including calls targeted to queue of which they are members.
Agents can log in to an extension either by pressing the Login button if displayed or dialing a login short code. The
default short code is *35*<agent extension number>*<agent login code>#.

9.48 Logged Out [Agent State]

Logged Out
This agent state is reported when an agent has
assumed by IP Office Customer Call Reporter when it cannot determine the exact state, for example when restarting.

9.49 Longest Waiting Group

Longest Waiting
Hunt groups configured as 'longest waiting' do not use the order in which agents has been configured as members of the
queue. Instead a new call targeted to the queue is presented to the available agent who has been in the available state
the longest.

9.50 Longest Wait Time [Statistic]

Longest Wait Time
· This statistic is only available for queues.
· Waiting time of the longest waiting call.
· It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that
overflow to a non-IP Office Customer Call Reporter hunt group.

9.51 Lost

Lost Call
· A lost call is one where the caller disconnects before being answered.

9.52 Lost Calls [Statistic]

Lost Calls
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· This statistic is available for queues and agents.
· It shows the number of queue calls where the caller disconnected before they could be answered by the agents in the
queue or the agent being reported on.
· Queue calls that are lost are reported as lost against both the queue and against the last agent to which the call was
presented.
· For a queue it does not include calls that overflowed from the queue, those are reported using
· For an agent it includes queue calls that overflowed to the agent's queue. It does not include non-queue calls lost.
· It does not include calls that go to voicemail.
· Note that for a queue, the number of lost calls can be higher than the total of lost calls for agent in the queue as calls
can be lost before being presented to any agent.

9.53 Membership

Membership
· The hunt group queues of which an agent is a member are configured by the IP Office telephone system maintainer.
They cannot be changed by the agent or supervisor. However an agent's membership of a hunt group queue can be
disabled.
· When an agent's membership of a queue is disabled, the agent's state for that queue will be reported as Present
when it would normally have been Available.
· On many Avaya display phones, a G on the display indicates that the user currently has their membership of at
least one group enabled.

9.54 Maintainer

Maintainer
In this documentation the term 'maintainer' or 'system maintainer' refers to the person who configures settings on the IP
Office telephone system. That may not be the same person as the IP Office Customer Call Reporter
CCR 1.0 User Guide
IP Office
logged out
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from the phone system. Note that this is the default state
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Overflowed Lost
Administrator
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