<p>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.</p><p>
l.<br></p><p></p><br><div class="gmail_quote">2009/4/14 Scott Gifford <span dir="ltr"><<a href="mailto:sgifford@suspectclass.com">sgifford@suspectclass.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
Hello,<br>
<br>
I'm working on an Asterisk configuration for a call center, and they<br>
bill based on the time spent talking to an agent, but not for any time<br>
spent waiting in a queue. The CDR information contains the entire<br>
duration of the call as billable seconds, including time spent waiting<br>
in the queue. I would like the billable seconds to only include the<br>
time spent actually talking to an agent.<br>
<br>
I am using Asterisk 1.4.18.<br>
<br>
The only way I have found so far is to correlate the CDRs with the<br>
"CONNECT" queue records, figure out the end time of the call by adding<br>
the CDR start time to the duration, then figure out the actual<br>
duration by subtracting the time of the queue "CONNECT" record. That<br>
seems messy and error-prone, and I'm hoping there's a better way.<br>
<br>
I also looked at using the ResetCDR() or ForkCDR() dialplan functions,<br>
but I don't see a way to cause code to run immediatly after the agent<br>
answers a call from the queue.<br>
<br>
Any suggestions? Am I missing some easy way of doing this?<br>
<br>
Thanks!<br>
<br>
----Scott.<br>
<br>
<br>
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