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Calls Dequeued

jones_amy
Level 1
Level 1

‎07-23-2004 07:19 AM - edited ‎03-13-2019 05:45 AM

I am running 3.13 and callmanager 3.3. In my script I do not reference any Dequeue step anywhere. I do call hold and call unhold. Why in real time monitoring am I seeing calls in the Dequeued field?

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jasyoung
Level 7
Level 7

‎07-23-2004 11:51 AM

If a call is queued for multiple CSQs, the one that answered it will be credited with the answer and the others will be charged a Dequeue. Also, if you redirect a call instead of sending it to an agent (think "leave a voicemail" option in most people's hold loops), I believe that Dequeues you from all CSQs you are queued for as well.

This document covers Historical Reporting, but is still mandatory reading for anyone who wants to have a really good understanding of IPCC Express reporting.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide09186a00801d6fa3.html

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