Avaya IP Office User Manual page 4

7.2.10 Direct Call Supervised Transfer to Agent ............................................................................ 162
7.2.11 Direct Call Supervised Transfer to
Non-Agent ............................................................................ 163
7.2.12 Direct Call Unsupervised Transfer to Queue ............................................................................ 164
7.2.13 Direct Call Unsupervised Transfer to Agent ............................................................................ 165
7.2.14 Direct Call Unsupervised Transfer to
Non-Agent ............................................................................ 166
7.3 Overflow Calls ..................................................................... 167
7.3.1 Unanswered Call Overflows and is Answered ............................................................................ 169
7.3.2 Overflowed and Answered by 1st Agent ............................................................................ 171
7.3.3 Overflowed and Answered by 2nd Agent ............................................................................ 172
7.3.4 Overflowed and Lost ............................................................................ 173
7.3.5 Overflow and Timed Out to Voicemail ............................................................................ 174
7.3.6 Overflowed Call Picked Up ............................................................................ 175
7.4 Non-Queue Calls (Direct Calls) ..................................................................... 176
7.4.1 Direct External Call to Agent (Answered) ............................................................................ 176
7.4.2 Direct External Call to Agent (Unanswered) ............................................................................ 177
7.4.3 Internal Call Direct to Agent (Answered) ............................................................................ 178
7.4.4 Internal Call Direct to Agent (Unanswered) ............................................................................ 179
7.5 Voicemail ..................................................................... 180
7.5.1 Queue Call Timed Out to Voicemail ............................................................................ 180
7.5.2 Overflow and Timed Out to Voicemail ............................................................................ 182
7.6 Other Call Features ..................................................................... 183
7.6.1 Announcements ............................................................................ 183
7.6.2 Bridged Appearances ............................................................................ 183
7.6.3 Busy on Held ............................................................................ 183
7.6.4 Call Pickup ............................................................................ 183
7.6.5 Call Coverage ............................................................................ 184
7.6.6 Do Not Disturb ............................................................................ 184
7.6.7 Follow Me ............................................................................ 185
7.6.8 Forwarding Calls ............................................................................ 185
7.6.9 Holding Calls ............................................................................ 185
7.6.10 Internal Twinning ............................................................................ 186
7.6.11 Line Appearance Buttons ............................................................................ 186
7.6.12 Mobile Twinning ............................................................................ 186
7.6.13 Parking Calls ............................................................................ 186
7.6.14 Wrap Up ............................................................................ 186
8. Miscellaneous
8.1 Multiple Roles ..................................................................... 188
8.2 Configuration Changes ..................................................................... 188
8.3 Troubleshooting ..................................................................... 189
9. Glossary
9.1 Administrator ..................................................................... 192
9.2 After Call Work (ACW) [Agent State] ..................................................................... 192
9.3 Agent ..................................................................... 192
9.4 Agent State (Queue) [Statistic] ..................................................................... 192
9.5 Agent State (Queue) Time [Statistic] ..................................................................... 192
9.6 Agent State (System) [Statistic] ..................................................................... 193
9.7 Agent State (System) Time [Statistic] ..................................................................... 193
9.8 Agents ACW [Statistic] ..................................................................... 193
9.9 Agents Available [Statistic] ..................................................................... 193
9.10 Agents Busy [Queue State] ..................................................................... 193
9.11 Agents Call Share [Statistic] ..................................................................... 193
9.12 Agents Logged On [Statistic] ..................................................................... 193
9.13 Agents Present [Statistic] ..................................................................... 193
9.14 Agents Ringing [Statistic] ..................................................................... 193
9.15 Answered Calls [Statistic] ..................................................................... 194
CCR 1.0 User Guide
IP Office
9.16 Answered External Non-Queue [Statistic] ..................................................................... 194
9.17 Answered Internal Non-Queue [Statistic] ..................................................................... 194
9.18 Answered Internal Queue [Statistic] ..................................................................... 194
9.19 Announcements ..................................................................... 194
9.20 Available [Agent State] ..................................................................... 194
9.21 Average Answer % [Statistic] ..................................................................... 194
9.22 Average Answer Time [Statistic] ..................................................................... 194
9.23 Average Wait Time [Statistic] ..................................................................... 195
9.24 Busy [State] ..................................................................... 195
9.25 Busy Alt-Queue [Agent State] ..................................................................... 195
9.26 Busy Not Available [Agent State] ..................................................................... 195
9.27 Busy Not Available [Statistic] ..................................................................... 195
9.28 Busy Non-Queue [Agent State] ..................................................................... 195
9.29 Busy Wrap Up ..................................................................... 195
9.30 Call Pickup ..................................................................... 195
9.31 Call Waiting [Statistic] ..................................................................... 196
9.32 CCC ..................................................................... 196
9.33 CLI ..................................................................... 196
9.34 Connected ..................................................................... 196
9.35 Collective Group ..................................................................... 196
9.36 Current Wait Time [Statistic] ..................................................................... 196
9.37 Direct Call ..................................................................... 196
9.38 Enquiry Call ..................................................................... 196
9.39 Grade of Service [Statistic] ..................................................................... 197
9.40 Holding [Agent State] ..................................................................... 197
9.41 Hot Desking ..................................................................... 197
9.42 In Service [Queue State] ..................................................................... 197
9.43 Internal Made [Statistic] ..................................................................... 197
9.44 IP Office ..................................................................... 197
9.45 Last Agent ..................................................................... 197
9.46 Licenses ..................................................................... 197
9.47 Logged In ..................................................................... 198
9.48 Logged Out [Agent State] ..................................................................... 198
9.49 Longest Waiting Group ..................................................................... 198
9.50 Longest Wait Time [Statistic] ..................................................................... 198
9.51 Lost ..................................................................... 198
9.52 Lost Calls [Statistic] ..................................................................... 198
9.53 Membership ..................................................................... 198
9.54 Maintainer ..................................................................... 198
9.55 New Messages [Statistic] ..................................................................... 199
9.56 Night Service [Queue State] ..................................................................... 199
9.57 No Agents [Queue State] ..................................................................... 199
9.58 No Answer ..................................................................... 199
9.59 No Answer [Statistic] ..................................................................... 199
9.60 No Answer Time ..................................................................... 199
9.61 Non-Queue Call ..................................................................... 200
9.62 Off Hook ..................................................................... 200
9.63 Out of Service [Queue State] ..................................................................... 200
9.64 Outbound Calls External [Statistic] ..................................................................... 200
9.65 Overflowed ..................................................................... 200
9.66 Overflowed Answered [Statistic] ..................................................................... 200
9.67 Overflowed Calls [Statistic] ..................................................................... 201
9.68 Overflowed Calls Waiting [Statistic] ..................................................................... 201
9.69 Overflowed Lost [Statistic] ..................................................................... 201
9.70 Present [Agent State] ..................................................................... 201
9.71 Programmable Button ..................................................................... 201
9.72 Queue ..................................................................... 201
9.73 Queue Call ..................................................................... 202
15-601130 Issue 1k (22 May 2009)
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