CDR server / log queue waiting time

[johnvam]

Hello team,
is there any way how to track with CDR server the queue waiting time per call?
We want to track the time that caller waits at the queue until is served by the agent.
We want to count live the time that caller waits in queue until the call is answered by the agent.
This information is shown at the call log but is there on CDR server?
Thank you

 

[VoIPTools]

The CDR data does not include the queue hold time. We can, however, provide this information using our VoIPTools REST API.

 

[ChrisC_3CX]

@johnvam
What @VoIPTools says is correct, the duration value will present the duration from the time the call reached the Call Queue to the time it ended and this is due to the fact that the call is considered answered from the very beginning as the Call Queue actually does answer the call.

 

[johnvam]

@johnvam
What @VoIPTools says is correct, the duration value will present the duration from the time the call reached the Call Queue to the time it ended and this is due to the fact that the call is considered answered from the very beginning as the Call Queue actually does answer the call.

I wait an answer from your support according to your API. Hope to find a solution with your support.
Thank you

 

[johnvam]

The CDR data does not include the queue hold time. We can, however, provide this information using our VoIPTools REST API.

Please pm me with details for this product. Thank you