How to collect one call start time and end time in UCCE deployment

[yaoxiaohua]

Our customer ask me to collect the start and end time of every call before the call sent to an agent.

How can I get the parameters?

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[david.macias]

Get familiar with the ICM database schema, specifically with termination call detail table.

david

[yaoxiaohua]

Is there any way to write a script to make the data be sent to the statistic server automatically?

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[Gergely Szabo · Accepted solution]

Hi,

yes, that's possible, too.

Look, the documentation is online, it's written in Plain English. We are here to answer your questions, but please don't expect us to give step by step guides how to perform basic tasks for people not willing to read the documentation.

Reporting guides are here:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/products_user_guide_list.html

The database schema for your UCCE is here:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_technical_reference_list.html

Give yourself the good feeling of achieving something on your own.

G.

[Hossain Ahmed Ashfaque]

If I understand it correctly then basically your customer is looking for the callers time spent on IVR.

The call information is only written in the databse after the call is terminated and it contains call start time and end time. To generate this information you have to customize your report. For example if the termination call deatails table in the database is showing start time 01:02:45 pm and end time is 01:04:50 pm so the duration of the call is 125 sec and if the (RingTime + TalkTime +WorkTime + HoldTime + DelayTime +NetQTime) equals to 70 sec then it menas that the caller spent rest of the time to IVR which is (125-70) or 55.

In your report you can show that start time is 01:02:45 pm and end time is 01:03:40 pm.

Moreover I would like to request you the same thing like David. Please read the ICM Db schema all the details are there.

Thanks and Regards,

Ashfaque

[Muhammad Raza]

Thanks Hossain.

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