CVP / ICM call queued time not showing as queue time but as TalkTime in Termination_Call_Detail table
Calls going to queue are not showing queue time in the Termination_Call_Detail table; all cal time showing under TalkTime.
Running ICM 7.5 and CVP 7
The call flow: PSTN --> Ingress GW --> SIP CVP call sever --> ICM script. Basically, our calls come from the PSTN, hit our gateway, dial-peer in the gateway routes it to our CVP call server using SIP.
In ICM routing script:
start --> all necessary CVP variables --> Send to VRU --> Run Ext. Script (1.CVPInvoike) --> Queue to Skill Group --> (available agent or queue) in some instances I invoke another CVP script to service the queue and in other instances I call a micro-app.
Everything works fine, the queuing, the retreaval of the call from queue, etc., etc.
What I've noticed in the Termination_Call_Detail table is that when a call gets queued and the caller hangs up while being in queue, ICM does not report that called as being queued; it doesn't report the queue time seperatly. The LocalQTime and NetQTime fields are empty and all the time is reported under the TalkTime field. Now, when a call gets queued and it then gets to an agent, the queue time DOES show under the NetQTime field.
I suspect this is because is CVP and the call never really "leaves" the gateway or maybe I'm doing something wrong.
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