IP500 v9.1.1200.212. 3 site SCN. Centralised Voicemail Pro.
Module on VM pro routes calls to incoming announcement then transfer to Main incoming Hunt Group which has call queuing and position in queue announcements. All works ok.
Third party Call Management software now installed (TIM Plus). The issue is the report generated is showing the time in queue and answered call time added together. The customer is wanting to separate the time callers are queuing from the call time on an answered call.
The TIM Plus guys are saying that is the info (csv) received from the IP Office.
Below example of a call, top entry being the Auto Attendant incoming greeting. Second part queueing for 5 minutes and connected 14 seconds talk time. Report is showing total call time as 5 minutes and 14 seconds.
10:52:08,00:00:23,0,078111144xx@88.215.xx.xxx,I,AANew,01924908xxx,,0,1017926,1,V9545,VM Channel 45,T9018,Line 18.2,0,0,,,,,,,,,,,,,,192.168.34.251,103640,192.168.34.251,103642
10:52:08,00:05:14,11,078111144xx@88.215.xx.xxx,I,764,01924908xxx,,0,1017926,0,E249,Extn249,T9018,Line 18.2,0,0,,,,,,,,,,,,,,192.168.34.251,103640,192.168.34.251,103681
Is there a solution to this so the customer can see how long callers are holding in a queue before being answered.?
Any help or suggestions appreciated.
Module on VM pro routes calls to incoming announcement then transfer to Main incoming Hunt Group which has call queuing and position in queue announcements. All works ok.
Third party Call Management software now installed (TIM Plus). The issue is the report generated is showing the time in queue and answered call time added together. The customer is wanting to separate the time callers are queuing from the call time on an answered call.
The TIM Plus guys are saying that is the info (csv) received from the IP Office.
Below example of a call, top entry being the Auto Attendant incoming greeting. Second part queueing for 5 minutes and connected 14 seconds talk time. Report is showing total call time as 5 minutes and 14 seconds.
10:52:08,00:00:23,0,078111144xx@88.215.xx.xxx,I,AANew,01924908xxx,,0,1017926,1,V9545,VM Channel 45,T9018,Line 18.2,0,0,,,,,,,,,,,,,,192.168.34.251,103640,192.168.34.251,103642
10:52:08,00:05:14,11,078111144xx@88.215.xx.xxx,I,764,01924908xxx,,0,1017926,0,E249,Extn249,T9018,Line 18.2,0,0,,,,,,,,,,,,,,192.168.34.251,103640,192.168.34.251,103681
Is there a solution to this so the customer can see how long callers are holding in a queue before being answered.?
Any help or suggestions appreciated.