Telephone System

Requirements

 

 

 

 

 

 

CCC reporting characteristics associated with Voice Manager

The following conditions apply to the initial answer/ lost segment of calls which were first presented to the Voice Manager (VM) (e.g. Voice Mail front ended systems):

1.Trunk/DID – Call remains unanswered until answered by non-Voice Manager device or if terminated within 3rd party Voice Mail, or encountered an "Answered" flag in Voice Manager.

2.3rd Party Voice Mail – Answered if Voice Mail connects, lost by Voice Mail if caller hangs up before Voice Mail can answer.

3.Voice Manager – Calls will only be registered as answered when the Voice Manager has successfully processed the call (passed an "Answered" flag in Call Flow)

4.Agent/Agent Group – Designation of answered and lost calls is directly dependent upon clause 1.

5.If a call was lost whilst being transferred by Voice Manager, the lost call statistics will be designated to the transfer target. Calls lost whilst alerting or connected to Voice Manager will be deemed lost by the Voice Manager device or group.

6.A call successfully transferred by Voice Manager will be treated as a new incoming call by trunks, DID and Agents, but transferred by Voice Manager devices.

Note: A call, which is first connected to Voice Manager but not deemed answered by VM, will be considered lost, but not refused if terminated during first connection to VM.

Compact Contact Center

Installation & Maintenance

40DHB0002USBG Issue 1 (11/14/2001)

Telephone System Page 31

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Avaya 40DHB0002USBG manual CCC reporting characteristics associated with Voice Manager

40DHB0002USBG specifications

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