Overflowed Calls [Statistic]; Overflowed Calls Waiting [Statistic]; Overflowed Lost [Statistic]; Present [Agent State] - Avaya IP Office User Manual

9.67 Overflowed Calls [Statistic]

Overflowed Calls
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· This statistic is only available for queues.
· It shows the number of calls that have overflowed from the queue to its overflow destination.
· 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.
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
· Once a call has overflowed, it may also appear in the queue's
and Overflowed Lost
201

9.68 Overflowed Calls Waiting [Statistic]

Overflowed Calls Waiting
· This statistic is only available for queues.
· It shows the number of calls overflowed from the queue and still waiting to be answered.
· 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.
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.

9.69 Overflowed Lost [Statistic]

Overflowed Lost
78
· This statistic is only available for queues.
· The number of calls which overflowed from the queue and were then lost.
· 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.
· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
· It does not include calls that go to voicemail.

9.70 Present [Agent State]

Present
This agent state is reported when an agent is logged in but their membership of the particular queue has been disabled.
In this state they will not be presented with calls targeted to that queue. The agent's state for other queues may still be
available .
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9.71 Programmable Button

Programmable Button
Most Avaya phones have a number of programmable buttons which can be used for special functions which can include
functions specific to IP Office Customer Call Reporter. Buttons can be provided by the telephone system maintainer for
logging in, logging out, enabling/disabling group membership and controlling busy not available and after call work.

9.72 Queue

Queue
A queue is a hunt group configured for IP Office Customer Call Reporter operation. Calls to a queue are presented the
first available agent in the queue using a pattern set in the queue's configuration. If the call is not answered it is
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presented to the next available agent and so on until answered. The order in which the agents are used is set in it's
configuration to one of the following orders:
CCR 1.0 User Guide
IP Office
statistics.
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Collective
Overflowed Calls Waiting
, Sequential , Rotary
196 203
Glossary: Overflowed Calls [Statistic]
, Overflowed Answered
201
and Longest Waiting
203 198
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).
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