New Messages [Statistic]; Night Service [Queue State]; No Agents [Queue State]; No Answer - Avaya IP Office User Manual

9.55 New Messages [Statistic]

New Messages
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· This statistic is only available for queues.
· It shows the current number of unread messages in the mailbox of the selected queue.
· This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server
providing the mailbox.

9.56 Night Service [Queue State]

Night Service
A queue can be set in 'night service' state either manually or as the result of an automatic time schedule.
Agents in the queue will no longer be presented with calls targeted to that queue. Depending on how the queue has
been configured by the telephone system maintainer, the calls will either overflow to another queue or to voicemail.
This queue state is reported by the
reported by the Queue State Time

9.57 No Agents [Queue State]

No Agents
This queue state is reported for a queue where no agents are logged in.
This queue state is reported by the
reported by the Queue State Time

9.58 No Answer

No Answer
When a queue call is presented to an agent it rings for a time set in the telephone system configuration (called the No
Answer Time) before being presented to the next available agent. Calls that have rung for the full time without being
answered are recorded as no answer calls. Calls that ring for only part of the time and are then answered elsewhere are
not recorded.
The telephone system can be configured to change the agent's state if they do not answer a call. That can include
logging the agent off or setting them into

9.59 No Answer [Statistic]

No Answer
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· This statistic is available for queues and agents.
· For an agent it shows the number of queue calls presented to the agent which rang unanswered for the queue's full no
answer time before be presented elsewhere.
· For a queue it shows the total number of no answer events for the agents in the queue. However it does not include
calls that overflowed from the queue or calls that overflowed to the queue.
· For an agent it includes queue calls and queue calls that overflowed to the agent's queue. It does not include non-
queue calls.
· If an agent enables Busy Not Available while being presented with a queue call, that will be counted against the agent
and queue.

9.60 No Answer Time

No Answer Time
Hunt group queues and agents both have No Answer Time settings that are configured by the IP Office system
maintainer.
For calls to a hunt group queue, the queue's No Answer Time is used. It sets how long a call will be presented to an
agent before being presented to the next available agent. Each time a call is not answered within the No Answer Time
and then presented elsewhere it is recorded as a
No answer time is not used for collective groups and when the agent is the last available agent in a group that does not
have any overflow or voicemail set.
For direct calls to an agent rather than a queue of which the agent is a member, the agent's No Answer Time setting is
used. It sets when calls should go to voicemail or use the agent's forward on no answer number if set. The agent's No
Answer Time setting is not used for queue calls.
CCR 1.0 User Guide
IP Office
Queue State statistic. The time the queue has been in a particular state is
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statistic.
81
Queue State statistic. The time the queue has been in a particular state is
80
statistic.
81
Busy Not Available
No Answer
state with the reason code
195
call for the queue and for the agent.
199
Glossary: New Messages [Statistic]
Busy NA.
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