I am trying to figure out how to calculate longest call in queue for ICM 6.0 with IPIVR 3.5.
I know how to collect the realtime information from ICM, i just dont know how to use it. The date/time format is a "java.sql.Timestamp"
It looks like this:
Want I want to do is find the difference between the longest call in queue and current time. Possibly convert the time into seconds if possible.
I want to use this to make a decision such as if (longestCallinQ > 180 seconds) send email or place call.
It appears this java version used for CRA 3.5 is very limiting and we are not sure how to overcome the time being in "java.sql.timestamp" format.
Any help is greatly appreciated.
I highly recommend you do it in ICM since that is what is managing your Q. The IVR doesn't have intelligence. So, do the calculation in ICM then pass some value to IVR which will trigger the HTTP request.