we have UCCE 12.5(1) and we have always the field LocalQTime of the table Termination_Call_Detail to 0. I know the field RouterQueueTime from the table Route_Call_Detail (and have values different to 0 when the call is queued).
we still use Skillgroups for queue and route the calls.
From the Database Schema handbook,
- LocalQTime: During its duration, a call can be queued to multiple answering resources (for example, a trunk, voice port, skill group, etc.). LocalQTime includes time the call spent queued to any of these resources.
- RouterQueueTime: Number of seconds the call was held in the CallRouter queue.
what it is the correct way for get the time that the calls was queued?