VDN Call Profile Question

[Furface64]

When CMS reports on the VDN call profile when does the time start to peg? Does the time start counting when the call hits the VDN or when the call is presented, to a queue or extension?

We are trying to set up a profile on a VDN that has a 45 second message played to the caller. We want to mask out any calls that abandon while this message is being played since we couldn't have answered it any ways. Do I set the first increment to the length of the message and the second to our real threshold of 30 seconds? IE inc 1 45, inc 2 75?

Or does it not start counting time until after the message when it is queued to the skill?

Thanks

 

[SF0751]

The time starts when the call is being processed by the VDN (step 1 of the appropriate vector). Calls receiving a forced busy or disconnect and calls that outflow (for example, routed to another VDN) are not considered in the VDN Call Profile report.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[Furface64]

That's what I thought. Just wanted to confirm.

Thanks

 

[wil19148]

Another option is to use the split/skill call profile report. This one starts incrementing the time when it hits the queue-to skill step, so your forced annoucment will not be reflected.

 

[Furface64]

Yes we thought of that but some clients have many VDN's pointing to the same skill and want it broken down by VDN. We have one that has 900 toll frees all pointing to one VDN.

Thanks any ways though.