Real-time stats problem - Xima Chronicall - unanswered call & duration

[FredisRed2]

I’ll try & keep it short & sweet, advanced apologies as it’s not by strong point.

I’m setting up my first Chronicall with IPO V7 using their demo licence. My main focus is on real-time stats.
I’ve got most of it sorted except for 2 important ones.
These are unanswered calls count whether they are alerting or queued (according to IPO system status) & the longest waiting call duration.

I have setup one hunt group & made it collective call waiting.
As long as I have a free appearance key, new inbound calls indicate on these keys. If unanswered the caller also hears the “please hold” announcement & music, so far so good.
Until I run out of appearance keys the inbound calls indicate as alerting (IPO system status)& can be displayed in real-time using the Presented calls count & its duration using the Ringing Duration.

Now the twist, once the appearance keys are all in use, additional inbound calls indicate as queued (in IPO system status) & can only be displayed in real-time using queued call count & queued calls duration.

Now I seem to have solved the call count problem by setting up a formula to add the Presented & Queued calls count & display the result.
I can also display the longest waiting call in real-time using Ringing duration, which is mainly accurate.
However when an appearance key comes free, any queued call will change from queued to alerting & start flash on a key, which is fine.
However the problem, its Ringing Duration timer will start from 0.
So now I have a call that could have been in queue for 10 minutes but now has a call duration of 0 seconds.

Also another but not so important problem, when any new queued calls come in (all appearance keys are in use) the unanswered calls count won’t include this call until the 1st queue announcement kicks in.

Can these problems be solved or am I going about it the wrong way?

rgds Fredisred2

 

[tlpeter]

I must say that i am also new to this product.
I can answer your second "issue"

A call will be shows as queue when the first announcement kicks in.

Most people see a call as queued when this first announcement is played.
some people (like me) think that when a call hits the group and rings it is in a queue.

You can play with the first queue announcement timer and set it to 1 seconds.
Set a very short announcement or record a ringing tone (i got the tip from HairlessSupportMonkey)

You can raise a bug or ask Xima why the first issue happens and what the reason is.


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