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Product Description
IP Office 4.2
© 2009 AVAYA All rights reserved.
Page 251
Issue 18.s.- (22 May 2009)
Call Statistics
The Small Business Contact Center provides detailed statistics to help small businesses understand exactly
where a call has been within the business. Statistics are measured against (also refer to the table below):
· Queues
Points in the call center where a queue forms such as Hunt Groups.
· Agents
Individuals that are members of queue groups who answer the calls.
Statistic Full Name
Available for
Call Type
[1]
Warning/
Alarm
Type
Include Overflow
Queue
Agent
Ext'
Int'
From
To
Agent State (Queue)
None
Agent State (Queue) Time
>1-999
[2]
Agent State (System)
None
Agent State (System) Time
None
Agents ACW
>1-150
Agents Available
<1-150
Agents Call Share
None
Agents Logged On
<1-150
Agents Present
None
Agents Ringing
None
Answered Calls
>1-999
/
[3]
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
/
[3]
New Messages
>1-999
No Answer
>1-999
/
[3]
Outbound Calls (External)
>1-999
Overflowed Answered
>1- 999
Overflowed Calls
>1-999
Overflowed Calls Waiting
>1-999
Overflowed Lost
>1-999
Queue State
None
Queue State Time
>1-600
[2]
Routed to Other
>1-999
Routed to Voicemail
>1-999
Transferred
>1-999
- IP Office 4.2 1
- Contents 3
- Chapter 1 5
- Introduction 5
- 1. Introduction 6
- Mobile Call Control 11
- Static NAT 12
- SMDR Output from IP Office 14
- Management Tools 21
- Scalable Platform 21
- Telephone Options 22
- Chapter 2 23
- IP Office Platform 23
- 2. IP Office Platform 24
- IP Office 500 Control Unit 25
- IP500 Cards 27
- IP500 Trunk Cards 30
- IP Office IP412 Control Unit 32
- IP400 Trunk Interface Cards 34
- Internal Daughter Cards 36
- External Expansion Modules 37
- IP500 Phone Expansion Module 38
- IP500 Analog Trunk 16 Module 39
- IP500 BRI So8 Module 39
- IP500 Digital Station Module 40
- IP400 Phone Module 41
- IP400 Analog Trunk 16 Module 43
- Chapter 3 45
- Telephones 45
- 3. Telephones 46
- 4601 Telephone 55
- T3 Telephone Range 63
- T3 Compact 64
- T3 Classic 65
- T3 Comfort 66
- T3 DSS Expansion Modules 67
- Wireless - Avaya IP DECT 69
- Wireless - WiFi (802.11) 72
- 3616 Wireless Telephone 75
- 3701 IP DECT 80
- 3711 IP DECT 81
- VPN Phone Software 84
- Other Ranges 85
- 4412D Telephone 86
- 4424D Telephone 87
- DSS4450 Unit 88
- Analog Telephones 89
- Headsets 97
- Chapter 4 99
- Features 99
- 4. Features 100
- Basic Call Handling 101
- Hold Call Waiting 102
- Hold Music (Music on Hold) 102
- Automatic Callback 102
- Transfer 103
- Personalized Ringing 103
- Message Waiting Indication 103
- Visual Voice 104
- Advanced Call Handling 105
- Call Tagging 106
- Reclaim Call 106
- Hunt Group Enable/Disable 106
- Call Waiting 107
- Do Not Disturb (DND) 107
- Dial Plan 107
- Inclusion 108
- Private Call 108
- Hot Desking 108
- Remote Hot Desking 108
- Relay On/Off/Pulse 109
- Call Recording 109
- Telecommuter Mode 109
- Twinning and Mobility 110
- Product Description 111
- Page 111 111
- Issue 18.s.- (22 May 2009) 111
- Key and Lamp Operation 112
- Call Appearance Buttons 113
- Bridged Appearance Buttons 113
- Call Coverage 113
- Account Codes 114
- Authorization Codes 114
- Dial Emergency 114
- Call Barring 115
- Maximum Call Length 115
- PIN Restricted Calling 115
- Forwarding 116
- Follow Me 117
- Avaya Digital and IP Phones 118
- Language 119
- Directory 119
- Self-Administration 119
- On Hook Dialing 119
- Inbound Call Handling 120
- Hunt Groups 121
- Night Service 122
- Time Profiles 122
- Announcements 122
- Contact Center Features 123
- Queue Threshold Alert 124
- Miscellaneous Features 125
- System Short Codes 126
- Page 127 127
- Chapter 5 128
- IP Telephony 128
- 5. IP Telephony 129
- Page 130 130
- Page 131 131
- IP Telephony Features 132
- VoIP FAQ 135
- Acceptable Delay? 136
- Network Assessment 137
- IP Packet Flow Control 138
- VoIP Standards Supported 138
- Page 139 139
- Chapter 6 140
- Public and Private Voice 140
- Networks 140
- Page 141 141
- Page 142 142
- Public Voice Networking 143
- Page 144 144
- Page 145 145
- Page 146 146
- Page 147 147
- Page 148 148
- Page 149 149
- Packet Based Voice Networking 150
- Page 151 151
- Page 152 152
- Small Community Networking 153
- Page 155 155
- Page 156 156
- Page 157 157
- Common Networking Features 158
- Network Numbering Schemes 159
- Page 160 160
- Chapter 7 161
- Data Networking Services 161
- 7. Data Networking Services 162
- Page 163 163
- Remote Access Features 164
- LAN to LAN Routing 164
- Data Networking Features 165
- Point-to-Point Protocol (PPP) 166
- Frame Relay 166
- Service Quotas 166
- Page 167 167
- Auto Connect 168
- Firewall 168
- Remote Access Server (RAS) 169
- VPN: IPSec Tunneling 170
- Page 171 171
- Chapter 8 172
- Phone Manager 172
- 8. Phone Manager 173
- Phone Manager Lite 174
- Page 175 175
- Page 176 176
- Phone Manager Pro 177
- Page 178 178
- Page 179 179
- Page 180 180
- Phone Manager Feature Summary 181
- Phone Manager PC Requirements 182
- Page 183 183
- Chapter 9 184
- SoftConsole 184
- 9. SoftConsole 185
- Page 186 186
- Page 187 187
- Page 188 188
- Page 189 189
- SoftConsole Options 190
- SoftConsole Administration 191
- SoftConsole PC Requirements 191
- Page 192 192
- Chapter 10 193
- Computer Telephony 193
- Integration 193
- Page 194 194
- CTI with IP Office 195
- Support for Developers 196
- Chapter 11 197
- Voicemail 197
- 11. Voicemail 198
- Page 199 199
- Embedded Voicemail 200
- Voicemail Pro 201
- Page 202 202
- Page 203 203
- Fax Messages 206
- Page 207 207
- Networked Messaging 208
- Auto Attendant 209
- Page 210 210
- Visual Basic (VB) Scripting 211
- Personal Numbering 212
- Extended Personal Greetings 213
- Hunt Group Broadcast Messages 214
- Personal Distribution Lists 214
- Cascaded Out-Calling 215
- Campaign Manager 216
- IP Office ContactStore 218
- Page 219 219
- Voicemail Feature Comparison 220
- Page 221 221
- Page 222 222
- Page 223 223
- PC Requirements 224
- Page 225 225
- Page 226 226
- Page 227 227
- Chapter 12 228
- Audio Conferencing 228
- 12. Audio Conferencing 229
- Page 230 230
- Page 231 231
- Page 232 232
- Conferencing Center 233
- Page 234 234
- Page 235 235
- Page 236 236
- Page 238 238
- Page 239 239
- Page 240 240
- Chapter 13 241
- The Contact Center 241
- 13. The Contact Center 242
- Customer Call Reporter 243
- Page 245 245
- Historical Reporting 246
- Page 247 247
- Call Details Report 248
- Call Summary Report 248
- Real Time Reporting 249
- Page 250 250
- Call Statistics 251
- Compact Contact Center 252
- Page 253 253
- Page 254 254
- Page 255 255
- Page 256 256
- Page 257 257
- Wallboard Server/Client 258
- Queuing Announcements 259
- Chapter 14 260
- Management Utilities 260
- 14. Management Utilities 261
- IP Office Manager 262
- Page 263 263
- Page 264 264
- Page 265 265
- Page 266 266
- Page 267 267
- Page 268 268
- System Status Application 269
- Page 270 270
- Page 271 271
- Chapter 15 272
- Configurations 272
- 15. Configurations 273
- Page 274 274
- Page 275 275
- Page 276 276
- Country Availability 277
- Sample Configurations 278
- Page 279 279
- Page 280 280
- Chapter 16 281
- TAPI Functions Supported 281
- TAPI 2.1 Functions Supported 282
- TAPI 3.0 functions supported 282
- Device-Specific Data 283
- DevLink Fields 284
- Page 285 285
- Chapter 17 286
- Technical Specifications 286
- 17. Technical Specifications 287
- Page 289 289
- Interfaces 290
- Protocols 291
- Page 292 292
- PC Specification 293
- Chapter 18 296
- Licenses 296
- 18. Licenses 297
- Page 305 305
- Chapter 19 306
- Appendix 306
- 19. Appendix 307
- Page 308 308
- Page 309 309
- IP400 WAN3 10/100 310
- IP400 So8 Expansion Module 310
- Small Office Edition 311
- Page 312 312
- Page 313 313
- Page 314 314
- Page 317 317
- Page 344 344
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