Realtime Reporting on calls in queue

[SafariMan]

Where can I find the details of the calls waiting in the queue to be answered in realtime (or as close to as possible)?

In Call_Type_Real_Time the RouterLongestCallQ tells us the time in seconds for the longest waiting.  I want to know the wait time for all individual call waiting to be routed. Once they're answered/abandoned then it's too late for what I'm trying to achieve .

Cheers,

Eddie

[Chintan Gajjar]

looking for queue time for individual calls?

[SafariMan]

Yes, but I want to know the queue wait time while theyre in the queue. I thought I could use TCD however it only writes the row once the call is answered, and at that point it's too late. 

[Chintan Gajjar]

ok, i think what u are searching for is not directly available in DB. but you may try other tricks like:

divide your queue announcement in small chunks say 15 sec, this will help in identifying approx value of call spent in queue.

e.g you have wav file played for 15 secs using run ext script node, now when ICM is done playing the announcement the call comes out of success node and you know at this moment call has exactly spent 15 secs in queue.

if your are looking for something like 45 secs, you can have 3 type of above node or only one node where you have some counter increments when call comes out of success path and check the counter value. and once you reach the time you can ether run some other script and invoke something else depending on what exactly you are trying to do.

[SafariMan]

i think i understand the logic behind your suggestion however it might be missing a piece of the puzzle.  (im pretty new to Cisco so please forgive me if im wrong)

what i want exactly is to know how long the calls are waiting in the queue (right now) by groups of time buckets, e.g. 0-1 min, 1-5min, 5-10min, 10-15min etc etc.

so if we test it with a single call, they will appear in the 0-1min bucket, and then when the query is refreshed 3 minutes later there will be 0 calls waiting in 0-1min and 1 call waiting in the 1-5min bucket.

using wav prompts at those intervals makes sense however im concerned that this will continue to tally indefinity or until i return the results to zero.  in other words if that call were to be ansewered in the 1-5min bucket i dont want to see it in my query output anymore.

i hope that made sense =)  

[Chintan Gajjar]

ok i am also giving try, if you are looking for reporting, you may try this:

set call type "CT0TO1INQ" and  setup wav file for 1 min

next set call type say "CT1TO5INQ" and setup wav file for 4 mins, once done playing

next set Call type say "CT5TO10INQ" and set up wav file for another 5 mins and next some default call type and default Q treatment

now when you run call type interval report, 

for calls answered within 1 min, you can get those counts in "CT0TO1INQ"

for calls answered within 1-5 min, you can get those counts in "CT1TO5INQ"

for calls answered within 5-10 min, you can get those counts in "CT5TO10INQ"

and respectively you can build your logic, never reset the call type as it will duplicate the count for same call.

[SafariMan]

that sounds confusing =)

We already have a significant number of existing call types that i want to build my reporting against.  Not sure i want to expand each of those call types for this purpose.  Also, i dont want to report on how long it took for them to be answered, i want to measure how many calls are in each bucket 'while waiting' to get answered.

The Call_Type_Real_Time table has a column that tells us the duration of the longest waiting call in queue.  that is the type of call data i want to report on.  if it knows what is the longest waiting, then surely there is visibility to shortest, and everything in between. where does that information come from and how do i access it? 

[SafariMan]

Hi Chintan,

I've read through some more documentation around scripting and i have a better understanding of what you're suggesting. Thank you.

Im going to work with the 'scripting guy' to see if we can make it work.

Ill let you know how we go!!