Longest Abandoned call time

[silva7]

Hi There

In CMS, is there any db item that would give you longest abandoned call time? I looked at ABNTIMES but this is cumulative. I need the maxvalue.

Thanks Tak

[shaikht]

Hi,

You are correct. CMS do not have abntime with longest duration.

We have other reporting product called Avaya IQ which provide such details.

I hope it helps.

[stphnwd]

As shaikht stated you would need to use something else for this as you are looking for the ABNTIME as it relates to a single call. CMS doesn't store call details within the database.

Yes, I know, CMS Call History can store this data but not for meaningful purposes in the long-run.

The APS CMS Interface ECH-Handler is one way that the CMS call history data can be obtained and sent out to another system where the file is consumed, stored into a database that would provide meaningful data retention for these types of records.

Avaya Contact Analyzer is another prime example that would deliver this ability along with the data retention time to allow for meaningful reporting.