When an incoming call arrives in the "HOME" scenario, it is first sent to "Distribution Queue #1".
All calls sent to “Distribution queue #1” will be qualified as “PRESENTED”.
The call is presented in “distribution queue #1”.
When the call is answered by a user during the expected queue waiting time, it is considered “ANSWERED” in the statistics.
The call is presented in “distribution queue #1”. When the caller hangs up the call during the expected waiting time in the queue and before being connected to a user, the call is then considered “ABANDONED”
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Calls handled out of line / Overwhelmed
The call is presented in “distribution queue #1”. If no user picks up within the expected waiting time in the queue, the call leaves the distribution queue and is considered “OVERFLOWED”. The call then moves to the next action in the scenario which in this example is “PLAY A SOUND”.