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New Member

Queue time after failed connect step

I was wondering if anyone ever tested or noticed whether the queue time for an individual call was reset once the call was failed to be answered by an agent and sent back to the queue through the select agent step?

For example:

Call comes in goes to select agent - call gets queued - waits in the queue for 40 seconds - agent becomes available - call gets redirected to available agent - agent fails to answer call - call goes back to select agent and gets requeued.

Does the 40 seconds or more stay with call or does it get reset?

Thanks for any assistance.                  

  • Contact Center
New Member

Queue time after failed connect step


I assume you are talking about this from the perspective of historical and real-time reports.

The UCCX Engine is responsible for writing data to the database for both. The sub-facility of Engine responsible for each:

Historical reports: CRA_HRDM (historical reporting data manager)

Real-time reports: ICD_RTDM (real time data manager)

At each call leg, these 2 sub-facilities write a row into the database table(s) for that call leg. Thus, each of these is written as a separate row:

++ Call is received at CTI Route Point.

++ Call is answered at CTI Port and is enqueued.

++ Consult xfer attempt to agent is made, and agent fails to answer: RNA (ring no answer) classification here.

++ Call is again enqueued.

++ Consult xfer attempt to another agent is made, and agent answers it. Agent talks for some time and then caller hangs up, satisfied.

TL/DR: The queue times accumulate.

Thanks & Regards,
"Protocol, then product"

Thanks & Regards, Anirudh "Protocol, then product"