UCCX: How To make Time Connect And Time Disconnect After Call Redirect

[aa_alotaibi]

Hello Everyone,

I know that after the call redirect step in UCCX editor the call not being under UCCX system specially when we redirect the to another extension on CUCM or external number.

I would like to script app with variable Time, Tconnected = T[now] and another variable Time, Tdisconnected = T[now]

after call redirect I set the Tconnected and at the end of script i have to set Tdiconnected.

But the problem is after call redirect step successful branch the script directly go  to the end of script so we got no difference between Time of connect and Time of disconnect

any idea how we can solve this issue.

[Anthony Holloway]

Let's say that you got this to work, what would you then do with the resulting information? I.e., Do you store it somewhere?

[aa_alotaibi]

Yes Mr. Anthony we will collect this information in our DB.

[Anthony Holloway]

Ah ok, I was afraid you were going to say store in the custom call variable fields, in which case, writing post call CCV data has historically been intermittent, as it creates a races condition, and is not always successful, making the feature useless.

However, writing it to your own DB is perfectly fine.

Can you share your script?

[aa_alotaibi]

The script attached.

the idea is the IVR App ask the caller to enter PIN number then if true the caller can dial any Mobile Number outside 

[Anthony Holloway]

It doesn't look like you're using your exception handling correctly. Move your clear step down to just above your set step where you are trying to capture the end time.

[aa_alotaibi]

I moved the clear exception (ContactInactiveException) above the set step of end time but the problem is the same it doesn't  capture the end time after redirect call end all what i need is recording the duration of redirect call or end time of the call after redirect 

[Anthony Holloway · Accepted solution]

I think I only just now understood what you are trying to do. Are you trying to get the length of time the caller spends on the redirected call leg? E.g., If you redirect the caller to a mobile phone and they speak for 30 seconds, you want to write 30 seconds to your DB?

If that is the case, then this is not even possible. UCCX would not know how long the call lasted, and your timeconnect and timedisconnect will be nearly the same time, because they are executed back-to-back with no delay.

[aa_alotaibi]

Thank you Mr. Anthony

this feature can be achieved only with queue and contact center agents, Am I right? 

[Anthony Holloway · Accepted solution]

No, the script has no knowledge of how long a caller speaks to an agent either. The server does, but not the scripting environment.

[aa_alotaibi]

Thank you Mr. Anthony