chemicalx Posted June 2, 2009 Report Share Posted June 2, 2009 I need to determine whether the calls reached the call-center agents (and how long were they engaged in that call) or whether the call has been abandoned by the caller. Call scenario is: PSTN >> SIP Gateway >> IVR >> Agent Group >> Agents We have just upgraded to V3 and are starting to use it with the MySQL connectivity. I have enabled all the '$' options on the cdr except the cmc. If you analyze the table by simulating calls reaching and engaging the agents and calls being abandoned by the caller, I see no difference on the data it writes on the table. In the table, there are the fields talk_duration, duration, extn_duration. They give me the same data, identical numbers for inbound and outbound calls, and whether the agents receive the calls or whether caller hangs-up before talking to the agents. Anything I may have missed? Should I be getting different numbers in there? Anybody who can point me to the right direction? Thanks in advance. Mel Guevarra Quote Link to comment Share on other sites More sharing options...
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