Hello, I would like to ask about an issue I’m experiencing:
Why, if all agents are busy, does the CDR show the status as ANSWERED, even though no one actually answered the call?
Because at the least, the queue system answered the call in order to be able to play comfort messages over connections that don’t allow early media. The caller will have billed, if was a toll call.
You probably want the queue log, rather than the CDRs.