CVP / ICM call queued time not showing as queue time but as TalkTime in Termination_Call_Detail table
Calls going to queue are not showing queue time in the Termination_Call_Detail table; all cal time showing under TalkTime.
Running ICM 7.5 and CVP 7
The call flow: PSTN --> Ingress GW --> SIP CVP call sever --> ICM script. Basically, our calls come from the PSTN, hit our gateway, dial-peer in the gateway routes it to our CVP call server using SIP.
In ICM routing script:
start --> all necessary CVP variables --> Send to VRU --> Run Ext. Script (1.CVPInvoike) --> Queue to Skill Group --> (available agent or queue) in some instances I invoke another CVP script to service the queue and in other instances I call a micro-app.
Everything works fine, the queuing, the retreaval of the call from queue, etc., etc.
What I've noticed in the Termination_Call_Detail table is that when a call gets queued and the caller hangs up while being in queue, ICM does not report that called as being queued; it doesn't report the queue time seperatly. The LocalQTime and NetQTime fields are empty and all the time is reported under the TalkTime field. Now, when a call gets queued and it then gets to an agent, the queue time DOES show under the NetQTime field.
I suspect this is because is CVP and the call never really "leaves" the gateway or maybe I'm doing something wrong.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...