Call Duration - Termination_Call_Detail

[bpenumalli]

It seems, can't SUM Duration column in Termination_Call_Detail to get total call duration ? Some of the legs include duration from other legs, is there any recommended way of getting actual total call duration ?

[garthman1]

Are you trying to sum multiple records or just for a specific call?

[bpenumalli]

Duration of a call (including all of it's legs)

[Marek (gaman-gt.com)]

Pulling the data from TCD may not as easy as it looks. Using SUM is not the best idea as you may sum the duration multiple times. What I would suggest (for inbound calls) is to:

1. Each inbound call is represented by RouterCallKeyDay and RouterCallKey values (work as a pair of values)
2. Use the duration of the call where RouterCallKeySequenceNumber is equal 0 (for each pair RCKD, RCK). This record is crated as the last entry of the call and it includes an overall duration of the call (IVR, agent conversations,  delay time etc.)

Hope that this helps.

[bpenumalli]

Thanks, all the inbound calls will have "RouterCallKeySequenceNumber is equal 0" call leg record in TCD table ?

[Marek (gaman-gt.com)]

Yes, all inbound calls should have this record - is generated when the call ends on the ICM Router. You will not see it when the call is still processed.