determine number or rings or seconds before a call is answered?

[wallst32]

Hello,

Is it possible to determine the number or rings or the time elapsed before a call is answered?

Our phone system is an Option 61C, and we use MAT Navigator. We would like to do this without adding any software/hardware.

TIA

 

[kcfonman]

You need to use the NEW CDR Format. THis has an option called Time To Answer Ringing- This field will have the seconds the call rang before it was answered. Look up the Time to Answer in the CDR section of the NTP's.

You need to tell MAT or OTM to use the NEW CDR (SL1NEW) format instead of SL1.
You need to make a clean break in you CDR caputre file.
1) Stop recording CDRs and close the file.
2) Change the CDR format in LD 17
3) Start a new recoding of the CDRs.
4) Process you old file with the SL1 script,
5) Start processing the CDR's with the SL1NEW script.

Note:On ACD sets, this is the time it rang on the set, not the time wainting in the queue.

Jerry

 

[phonejack99]

Another method is look at the RCO enrty on a TN.

The RCO will match a CFN entry in your CDB thus telling you how many rings occur before CFNA occurs.

In North America each ring is 6 seconds.