Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: deadmeat on January 25, 2012, 12:26:29 PM

Title: Getting call duration in Routing Strategy.
Post by: deadmeat on January 25, 2012, 12:26:29 PM

Greetings!
Is there any function or some way-through, which can give the duration of the call. I mean not the whole interaction but the time after the agent had picked up the phone. For example if I want to send how long the agent has talked to the customer via HTTP bridge. Or can I somehow get the timestamps for EventAnswered and EventReleased in current interaction ?

Thank you in advance.

Title: Re: Getting call duration in Routing Strategy.
Post by: kubikle on January 26, 2012, 05:29:45 AM

One of way may be - make URS register and load the simple strategy on agents DNs.
All that startegy does - marks current time on start, waits for EventReleased, calculates time difference and report it to Web server.

Title: Re: Getting call duration in Routing Strategy.
Post by: deadmeat on January 26, 2012, 06:09:18 AM

That's an interesting approach. I'll try that. Thanks for the advice.

Title: Re: Getting call duration in Routing Strategy.
Post by: mduran22 on January 26, 2012, 03:09:32 PM

Well, several Genesys reporting products are able to give you this information out of the box if you want to go that route.

If you are using a softphone that is registered for the DN the agent is on, the softphone will receive established and released events for calls (as well as ACW and ready/logout/aux) and you could have the softphone write out to a database (or webservice, etc).

The other alternative is to use an SDK and build a client that registers for all the DNs and/or state changes and writes those out.