Hopefully a quick one... well two:
1) When you use a "Get Reporting Statistic" step and want to pull "Current Wait Duration" from the CSQ database, does the current wait time for a caller include time on hold? I'm using hold in my queue to play MOH to callers rather than playing music prompts but the timers dont seem to be working. I've set up thresholds that if the wait duration is more than 240 secs it should transfer the caller somewhere else but this isnt kicking in... Ever...
2) I have a Call Hold step > Delay 30 > Call Unhold > Prompt > Call Hold > Delay 30 > Call Unhold. On the first Hold the caller hears MOH, on the second Hold the caller gets dead air, happens evey time, can't figure out why.
If anyone can help point me in the right direction with either of these issues i would appreciate it!