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Wait duration in cdr packages are not coherent with duration in acd packages


centricall
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  • 3 weeks later...

There are a couple of different time durations here. First of all, the trunk have a different view on the CDR, as it does not care if the call is in the ACD or AA or IVR node or whatever. Then from the account perspective, there is the time when the call is in the "ringing/unconnected" state (technically it can be already connected, but in the ACD the callers are considered unconnected until the agent picks up) and then there is the time how long the call is on hold, e.g. when the agent puts the call on hold. Maybe this is causing the confusion.

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  • 4 months later...

I have another question.

 

In call's acd packet sent to TCP port, wait duration is 1271309918. Also, sometimes it can be minus values. Because of these problems, the reports that i get according to these values are wrong.

 

What is the solution for this problem. Version : 4.3.0.5021

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