Incoming SMDR not reporting to 3rd party software correctly

[DCPTS]

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.

 

[HDowns]

This data includes queue time "Hold time" duration value. It seems that your reporting system cannot extract this value.

https://www.aggsoft.com/pbx/avaya-ip-office-500-csv.htm

 

[sizbut]

You've unfortunately hit two issues;

- In telephony terms, once the call is receiving audio it is connected, even if that audio is from a voicemail system. The importance being that is the point at which somebody (you or the caller) starts being charged for the call. For call billing the line provider doesn't care about what happens to the call from then on (queuing, announcements, real human). And SMDR is chiefly orientated towards billing so it reflects that approach, even on incoming calls.

- Avaya are historically big on contact center reporting software sales, and they have always deliberately avoided situations where any native call reporting their switches provide might undercut the potential sales of that add-on contact center reporting software. The folks here who work with ACR or ACCS will be able to say whether those would separately report the queuing and talk time.

Stuck in a never ending cycle of file copying.

 

[DCPTS]

@HDowns

Thanks for your reply.

I see the "Hold Time" is field 16 of the csv data. However the Avaya system csv that is received is not including this Hold Time data from the system.

 

[IPOLackey]

The guys at Tri-line are correct and it is showing the call answered at 11 seconds.

You say the Group has announcements enabled, do you have the "Flag call as answered" checked by any chance?

 

[DCPTS]

@IPOLackey

"Flag call as answered" unticked in the Group Announcements.

We had thought of this and tried both ticked and unticked IIRC

 

[DCPTS]

Various documents state that field 16 is the Hold Time, however we are not receiving this on the SMDR output from the IPO.

The key to the issue is the Hold Time that is not reported. It it was we could present the information to the customer to include Hold (Queue) time and call connected time.

Not sure why the Hold Time is not included in the SMDR csv ??

Documentation:
Avaya IP Office has a hold time field in the SMDR Call Data.
The hold time field indicates how long a call was on hold during that call.
If a call is put on hold multiple times, the hold time includes all of the hold time from all hold sessions.
If the call is transferred from another extension or call, the hold time for those segments would show on the call for those extensions or segments.

Field 16 Hold Time – The number of seconds the call has been held during this call segment.

Example 1 has a hold time of 7
Example 1 Outgoing call with hold
2002/06/26 12:47:22,00:10:36,4,4636,O,07989123456, 07989123456,,0,1000013978,0,E4636,Joe Bloggs,T9001, LINE 1.1,7,0