Parked calls shows up as Multiple calls in CDR

queue
cdr
Tags: #<Tag:0x00007f7023fe0728> #<Tag:0x00007f7023fe0458>

(Richard C) #1

Good Day all.

Please help with the following:

I have a client using Freepbx FreePBX 13.0.197. The client is using Queue metrics for dashboards and Queue reporting.

The issue is the number of calls reported for an agent. I confirm the data is correct on the Queue_log and Queue Metrics.

When i pull a CDR report with disposition as answered i get the calls as shown by the Queue

Detail below
Call date System Caller ID App Destination Disposition Duration
2021-04-20 09:19:13 1618906753.194960 08617***** Dial 2078 ANSWERED 00:38
2021-04-20 09:19:52 1618906753.194960 “DRSRV-08617*****” <08616> Park 2078 ANSWERED 00:22
2021-04-20 09:20:14 1618906753.194960 "DRSRV-08617
" <0861*****86> Park 2078 ANSWERED 01:44

At timeout return to origional is selected and failing that the call routes back to the main Queue

Is there a way where this call that is now 3 calls shown by the CDR and Queue_log file can be shown as 1 call as it should.

This is causing issues with agent reporting being incorrect due to this issue with the parked calls


(Dave Burgess) #2

Queuemetrics is a commercial product, so we’re not going to be able to do much more than sympathize. I’d suggest submitting a ticket in the ticketing system and see if one of the Sangoma wizards can look into it. The CDR is absolutely correct (these actions all took place) so the problem is in the way that the program is interpreting the CDR.


(Richard C) #3

Hi,

Thanks for this.

The issue is that the asterisk Queue_Log file shows the same result as Queue Metricks.

Regards
Richard


(Dave Burgess) #4

… and the point I was trying to make is that you don’t want it to. The CDR is correct, but the queue metrics should take this specific instance into account when it’s calculating the metrics. We can’t help you with this - it’s a commercial product. You’ll need to work this through the ticket system to get relief.