Hi. We use ipcc 6.0 and where are script that handle calls, call vru scripts and redirect call to skillgroup. Where are NetQTime field in HDS, does any body now from what time this parametr calculated -- from start of call or from queue call to skillgroup.
Time in seconds the call spent in a network router queue.For IPCC, NetQTime is included in the computation of answer wait time.For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record.
Represents the time the call spent on Network Queue in the CallRouter. The LocalQTime field is used for local ACD queuing.
YOu can find it under: Termination_Call_Detail and Route_Call_Detail Table.
The ICM Central Controller continues to execute the script. The next node in the script is a
RUN VRU node which instructs the IVR to play an announcement or music file to the caller.
The next node executed is a Queue to Skill Group node. The ICM Central Controller then
queues the call to the skill group.
RouterCallsQueued is incremented for the skill group at the ICM Central Controller, which sends a VRU queued event to the IVR PG. This message tells the IVR PG that the call has now been queued so that it can stop the delay time and start the Queue time for the call.
DelayTime is calculated and LocalQTime is started for the TCD record.
Cisco ICM Software
IPCC Reporting Cisco ICM Software Release 4.6(2)
You should get this DOc, really very well explained. Although it s 4.6 IPCC but much of it is the same as 6.0
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...