[asterisk-users] Ignoring time spent waiting in queue in CDR

Lenz Emilitri lenz.loway at gmail.com
Tue Apr 14 07:37:48 CDT 2009


My suggestion is to use a tool made specifically for this - we happen to
sell one, but there are many options with different prices and licencing
model. Don't reinvent the wheel and concentrate on added value.

l.


2009/4/14 Scott Gifford <sgifford at suspectclass.com>

> Hello,
>
> I'm working on an Asterisk configuration for a call center, and they
> bill based on the time spent talking to an agent, but not for any time
> spent waiting in a queue.  The CDR information contains the entire
> duration of the call as billable seconds, including time spent waiting
> in the queue.  I would like the billable seconds to only include the
> time spent actually talking to an agent.
>
> I am using Asterisk 1.4.18.
>
> The only way I have found so far is to correlate the CDRs with the
> "CONNECT" queue records, figure out the end time of the call by adding
> the CDR start time to the duration, then figure out the actual
> duration by subtracting the time of the queue "CONNECT" record.  That
> seems messy and error-prone, and I'm hoping there's a better way.
>
> I also looked at using the ResetCDR() or ForkCDR() dialplan functions,
> but I don't see a way to cause code to run immediatly after the agent
> answers a call from the queue.
>
> Any suggestions?  Am I missing some easy way of doing this?
>
> Thanks!
>
> ----Scott.
>
>
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-- 
Loway - home of QueueMetrics - http://queuemetrics.com
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