Ringing [Agent State]; Ringing Alt-Queue [Agent State]; Ringing Non-Queue [Agent State]; Rotary Group - Avaya IP Office User Manual

9.80 Ringing [Agent State]

Ringing
This agent state is reported when the agent is being presented with a call targeted to a queue of which they are a
member. If they answer the call their state will change to

9.81 Ringing Alt-Queue [Agent State]

Ring Alt-Queue
This agent state is reported when the agent is being presented with a call from another queue of which they are a
member. If they answer the call their state will change to
presented a call that has overflowed from a queue.

9.82 Ringing Non-Queue [Agent State]

Ring Non-Queue
This agent state is reported when the agent is being presented with a call that isn't targeted to any queue of which they
are a member. If answered the call their state will change to

9.83 Rotary Group

Rotary
Hunt groups configured as 'rotary' present calls waiting to be answered to the first available agent after the agent who
last answered a call to that queue. This is done using the order in which the agents have been configured in the queue
by the telephone system maintainer. Unanswered calls are presented to the next available agent using the same queue
membership order. Each new call targeted to the queue is to the agent after the one who last answered a queue call.

9.84 Routed to Other [Statistic]

Routed to Other
· This statistic is available for queues and agents.
· It shows the number of queue calls to the agent or queue that were subsequently retargeted to or answered by a
party that is not a member of the same queue. For example calls picked up by another user while it was ringing at an
agent.
· 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.

9.85 Routed to Voicemail [Statistic]

Routed to Voicemail
· This statistic is available for queues and agents.
· For a queue it shows the number of queue calls presented and then routed to voicemail.
· For an agent is shows the number of direct calls to the agent that were then routed to voicemail.
· It does not include announcements played by voicemail to the caller.
· 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.

9.86 Short Code

Short Code
Various IP Office functions can be programmed against sequence of numbers that can be dialed from user phones. This
includes functions used by IP Office Customer Call Reporter agents.

9.87 Sequential Group

Sequential
Hunt groups configured as 'sequential' present calls waiting to be answered to the first available agent in the group, then
if unanswered to the next available agent and so on. This is done using the order in which the agents have been
configured in the queue by the telephone system maintainer. Each new call targeted to the group is again presented to
the first available agent in queue membership order.
CCR 1.0 User Guide
IP Office
82
83
Busy .
195
Busy Alt-Queue . It is also used when the agent is being
195
Busy Non-Queue .
195
Glossary: Ringing [Agent State]
15-601130 Issue 1k (22 May 2009)
Page 203