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Enthusiast

CVP / ICM call queued time not showing as queue time but as TalkTime in Termination_Call_Detail table

Hi,

     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.

any help is appreciated.

1 ACCEPTED SOLUTION

Accepted Solutions
Advocate

Re: CVP / ICM call queued time not showing as queue time but as

I feel like I just answered this question a couple of days ago.

Why would you look in the TCD for this information? The Route_Call_Detail table has exactly what you need. Abandoned calls have RouterErrorCode of 448 and the time to abandoned is right there.

Regards,

Geoff

3 REPLIES
Advocate

Re: CVP / ICM call queued time not showing as queue time but as

I feel like I just answered this question a couple of days ago.

Why would you look in the TCD for this information? The Route_Call_Detail table has exactly what you need. Abandoned calls have RouterErrorCode of 448 and the time to abandoned is right there.

Regards,

Geoff

Enthusiast

Re: CVP / ICM call queued time not showing as queue time but as

Makes sense now.  I was looking at the RCD table yesterday but I was a bit confused.

I couldn't get the definition for error 448 out of the ICM Schema Help as that category is not present.

thanks Geoff.

Highlighted
Cisco Employee

Re: CVP / ICM call queued time not showing as queue time but as

FYI ...

When QueueTime on a CVP is being reported as TalkTime in the TCD record, usually that means that "Queue Reporting" was not enabled in the VRU pim configuration in the ICMSetup of the PG.

-Paulo

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