Avaya IP Office User Manual page 44

Example of How Agent State Queue is Determined
When an agent is a member of more than one queue, their state for each queue may differ. The example below show
how the different state for different queues is resolved into a single system state.
Agent X is a member of 2 queues; Q1 and Q2. In the following scenarios we see how Agent X's state is reported for
each of those queues using the Agent State (Queue) statistic and for the systems as a whole using the Agent State
(System) statistic.
Scenarios
Starting Work · Agent X is not logged in at an extension.
· Agent X logs in to an extension.
Answering a · A call to the queue Q1 is presented to
Queue Call Agent X.
· Agent X answers the call.
· Agent X puts the call on hold.
· Agent X reconnects the call.
· The call ends. The system automatically
applies a short period of
usually 2 seconds.
· Since it was a queue call the system may
then apply automatically
192
· The system automatically ends After Call
Work (by default after 10 seconds).
Answering a · A call is targeted directly to Agent X rather
Direct Call than a queue.
· Agent X answers the call.
· The call ends. The system automatically
applies a short period of
usually 2 seconds.
· The system automatically ends wrap up.
Making a Call · Agent X makes a call.
· The call ends. The system automatically
applies a short period of
usually 2 seconds.
· The system automatically ends wrap up.
Doing Other · Agent X selects Busy Not Available.
Work
· When completed, Agent X ends Busy Not
Available.
Enabling/ · Agent X disables their membership of the
Disabling Queue
Q1 queue.
Membership
· Agent X disables their membership of the
Q2 queue. They are now disabled from all
queues.
· Agent X re-enables their membership of
both queues.
Ending Work · Agent X logs out from the extension.
CCR 1.0 User Guide
IP Office
wrap up
After Call Work
.
wrap up
wrap up
Agent State (Queue)
Q1
Logged Out
Available
Ringing
Busy
Holding
Busy
After Call Work
,
205
After Call Work
Available
Ring Non-Queue
Busy Non-Queue
After Call Work
,
205
Available
Busy Non-Queue
After Call Work
,
205
Available
Busy NA
Available
Present
Present
Available
Logged out
Agent State
(System)
Q2
Logged Out Logged Out
Available Available
Ring Alt-Queue Ringing
Busy Alt-Queue
Busy Alt-Queue
Busy Alt-Queue
After Call Work After Call Work
After Call Work After Call Work
Available Available
Ring Non-Queue Ring Non-Queue
Busy Non-Queue Busy Non-Queue
After Call Work After Call Work
Available Available
Busy Non-Queue Busy Non-Queue
After Call Work After Call Work
Available Available
Busy NA Busy NA
Available Available
Available Available
Present Present
Available Available
Logged out Logged out
15-601130 Issue 1k (22 May 2009)
Busy
Busy
Busy
Page 44