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Telephone System Requirements
Compact Contact Center Installation & Maintenance
40DHB0002USBG Issue 1 (11/14/2001) Telephone System
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Page 31
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 3
rd
party Voice Mail, or
encountered an "Answered" flag in Voice Manager.
2. 3
rd
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.