Avaya IP Office User and Administration CD Set 4.2 700459332 User Manual
Product codes
700459332
Product Description
IP Office 4.2
IP Office 4.2
© 2009 AVAYA All rights reserved.
Page 250
Issue 18.s.- (22 May 2009)
Alarms
The Small Business Contact provides different levels of alarms for the supervisor and agent to properly
manage their call center activity. As parameters move from a normal to alarm state, the color of the field
within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution,
red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them
within the IP Office Customer Call Reporter:
manage their call center activity. As parameters move from a normal to alarm state, the color of the field
within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution,
red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them
within the IP Office Customer Call Reporter:
Statistic Full Name
Available for
Warning/
Alarm Type
Queue
Agent
Agent State (Queue) Time
>1-999
Agents ACW
>1-150
Agents Available
<1-150
Agents Logged On
<1-150
Answered Calls
>1-999
Answered External (Non-Queue)
>1-999
Answered Internal (Non-Queue)
>1-999
Answered Internal (Queue)
>1-999
Average Answer %
<1-100%
Average Answer Time
>1-600
Average Wait Time
>1-600
Busy Not Available
>1-150
Calls Waiting
>1-999
Current Wait Time
>1-600
Grade of Service
<1-100%
Internal Made
>1-999
Longest Wait Time
>1-600
Lost Calls
>1-999
New Messages
>1-999
No Answer
>1-999
Outbound Calls (External)
>1-999
Overflowed Answered
>1- 999
Overflowed Calls
>1-999
Overflowed Calls Waiting
>1-999
Overflowed Lost
>1-999
Queue State Time
>1-600
Routed to Other
>1-999
Routed to Voicemail
>1-999
Transferred
>1-999
Agent View (PC Wallboard)
In Small Business Contact Center, the Agent view is part of the agent reporting license, every licensed agent
will be able to run their own view. An Agent is able to login via a thin client web browser session and associate
with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor and is
featured to act as a PC Wallboard display.
will be able to run their own view. An Agent is able to login via a thin client web browser session and associate
with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor and is
featured to act as a PC Wallboard display.