Talk time not set to 0 if ring no answer on outbound on ipcc

[Eng.AymanSabry]

hey all

I have a problem when i make outbound call on IPCC with uccx agent and i call client with ring no answer and talk time is not set to 0 when i get report Agent Detail Report 

can't differentiate between answered calls and unanswered calls

uccx version 11.6.2 it's a new deployment since the old server was burnt up and no backup we had to redeploy everything from scratch.

[bill.king1]

I imagine you'll need to provide more information before people can offer suggestions.
What version of UCCX is this?
Does this only happen when they make outbound calls to PSTN destinations and it just rings and isn't answered?
Did they just start happening or always been like this?

[Eng.AymanSabry]

11.6.2 

yea it happens when i make outbound call on IPCC (manual calls) not campaign and yea it just ring no answer and talk time is set to ring time

it's a new deployment since the old server got burnt and no backup we had redeploy from scratch

[bill.king1]

Hi, can you clarify just a little more, so if you make an outbound call, it rings say 20 seconds at the person you call, agent hangs up without ever speaking to anyone, you're saying talk time is 0 and ring time is 20?
Like can you include a snippet of the report, that might help people help you.

[Eng.AymanSabry]

if that scenario happens agent calls the person for 20 sec ringing and agent hang up it says talk time 20 sec (although the call isn't connected) 

i want the talk time to be 0 if the call is not connected

[bill.king1]

I don't think you'll be able to do that, I just tested on a CCE system for instance and confirmed that the agent shows as talking while the outbound call is going on and it is ringing the other end. If it was an outbound campaign where you had some call progress analysis going on or something you might be able to treat it differently but I don't think so for a manual outbound call.