Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hernan75ar on May 05, 2010, 05:54:16 PM

Title: brief description of the functions "total calls forwarded" and "clear calls"
Post by: hernan75ar on May 05, 2010, 05:54:16 PM

Someone could give me some reference about this?

"total calls forwarded"
"clear calls"

My client have an Avaya Switch.

Regards

Title: Re: brief description of the functions "total calls forwarded" and "clear calls"
Post by: ecki on May 05, 2010, 09:13:37 PM

Hi,

Good doco for this would be "Reporting Technical Reference guide" or "Stat Server User's guide"

Citation:

Forwarded calls: The total number of calls that were distributed from this queue to an agent and then forwarded to another destination by means of redirection or forwarding.

Cleared calls : The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is “cleared” from other targets.

Title: Re: brief description of the functions "total calls forwarded" and "clear calls"
Post by: hernan75ar on May 07, 2010, 03:36:46 PM

I need to know the following:
What event of the PBX, does that Genesys generate one call on the statistic, that it´s called "Call_Forwarded ?

Title: Re: brief description of the functions "total calls forwarded" and "clear calls"
Post by: cavagnaro on May 07, 2010, 10:03:13 PM

In Nortel it was when a set was ringing and no agent answered Nortel "forwarded" the call to another extension like the operator.