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Hi Adrian, Thanks for the informative breakdown. I've pulled some stats from the DB, and can confirm that waitsec in a call centre scenario is a combination of different wait times - which does correlate with what you're saying. It's also so inconsistently used across the different ring...

Great, thank you for your help with this @Adrian Fretwell I am struggling to figure out the best way for call logs to be analysed to figure out how long they spent queuing before being picked up. I'm thinking it has to be the cc_queue_joined_epoch and cc_queue_answered_epoch fields - however...

Hi @Adrian Fretwell thanks for the reply. I doubt it, as that comes in at minutes (many minutes) sometimes - and tends to match up with the difference between cc_queue_joined_epoch and cc_queue_answered_epoch. The difference in those numbers are small (a second or two) so that definitely...

Hmm digging into this deeper, I've found the following columns within Postgres: cc_queue_joined_epoch cc_queue cc_agent cc_queue_answered_epoch The difference between cc_queue_joined_epoch and cc_queue_answered_epoch isn't that different to the waitsec on most of the calls I've looked at...

Hi, I'm trying to figure out the best way to report on the inbound answer time, after the caller has selected an option on the IVR. Is 'waitsec' the total time that a caller spends on hold in the queue? Or it is the time they could spend listening to the IVR too? Does 'waitsec' add up during...

I've looked at the transfer_history of the call data, and the calls come into the queue after the others, and are routed to one of the two active agents on the phone quicker than all the other calls?

Hi, I've got a random issue, where we have lots of calls queueing in the Call Center queue, however for most the average queue wait time is between 23 - 28 minutes, which is fine. However two calls have literally got through to an agent after 3-4 minutes, and calls both before, during and after...

Hi, Does anyone know how wait_time is calculated / summarised per call in the CDR log? Does it include any IVR recorded message menus etc, or does it just tend to include ringing / holding in queues etc? Thanks in advance!

No, I am basically having to route it via some kind of custom proxy I made, which prepends the CIDlookup with 5 digit codes (i.e. 00001xxxxxxxxxxx, 00002xxxxxxxxxx) then on my proxy server I strip off the first 5 digits, allowing me to identify which CIDLookup source to use - then return the result.

Yeah so do I. That doesn't work when forwarding to an external source like a UK mobile does it. What would be the best way to implement something like this?

Can we use this in FusionPBX? https://freeswitch.org/jira/si/jira.issueviews:issue-html/FS-3641/FS-3641.html

Hi guys, I've thought this for a while - and wondered why it's a little strange that there's no apparent caller announce/whisper feature in FusionPBX. I know FreePBX has one - as do most other VOIP solutions - where a word or phrase is muttered to the person picking up the call to decipher...

Thanks guys, I really enjoy keeping my FusionPBX as vanilla as possible - that way we don't have to worry about overwrites etc. It's good to know it's not possible though, as I agree; the practical sense of the request is very odd!

Hello, Is there a way in fusionpbx to set a daily limit of callers that can be sent to a queue on a daily basis? Not how many can be in the queue at once, but total callers to enter a queue that day, or be transferred to a queue. Almost like a counter and if statement of sorts Thanks in...

No probs. We’ve not figured out what caused our SIP recording yet but have narrowed it down to some basic suspects based on a full reinstall lol

Different issue then :)

Have you changed any settings in Advanced or Default settings? A simple yes will do if you think you may have but can’t remember which ones.

Hi, Is there a defined full failure-proof backup process for FusionPBX? I'm not just talking about backing up the necessary but everything should there be a failure. I remember @DigitalDaz did a process a year or two ago for a previous version, just wondering if anyone has audited to ensure...

I think this is a FreeSWITCH issue more than a FusionPBX issue I think - hence my original question wondering whether I could just ping a URL from a dial plan. That's what I did to set it up originally, the cidlookup.conf.xml configuration is central - hence my first plan was to maybe add an...

Sure, so we distribute a bespoke commercial CRM to all our clients - we utilise the CID Lookup functionality of FreeSWITCH which submits the phone number to the CRM (as part of the lookup), the CRM then returns the matching customer name to the CRM. Unlike FreePBX (where you can have multiple...