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Total Call duration in ICM

We are having ICM 8.0.3 version deployed our site.

my question is how do we calculate Duration of a single call from ICMDB.

When we run query from TCD we are getting 3 legs, and each leg having duration.

1. i will get the talk time based on AgentSkillTargetID is not null.

2. What is the total duration of the call from the perspective of the caller. (it include IVR time, talk time, hold time etc..)

I refered icm DB schema, web view. but no where i am unable to see the Total duration of the call where Service provider charge me.

Please help me to find out.

1 REPLY
New Member

Re: Total Call duration in ICM

ICM is not involved with the entire call flow end to end you really can't get this info solely from ICM. We only see things from the perspective of the first route request to us, which can be a while after the call came in from your telco, depending on the solution of course. Do you have Callmanager? If so is cdr enabled? You may be able to get that information there if you do.

Sent from Cisco Technical Support iPad App

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