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Cisco Bug: CSCut39517 - RouterMaxCallWaitTime in Skill_Group_Interval is not clear

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.5(1)

Description (partial)

Symptom:
Definition for RouterMaxCallWaitTime from Schema is not clear.
The Schema guide states:

RouterMaxCallWaitTime 	

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. 

Customer are confused by this statement and are trying to add NetQTime field, Local Q and Ringing fields in the SkillGroup interval tables and match it to the RouterMaxCallWaitTime field.


From discussion with BU network queue is not related to NetQTime, this has to be clarified as well as the fact that the RouterMaxCallWaitTime value is not comprised of other fields in the tables but is directly updated from the CallRouter's memory.

There are other fields like this which state the filed is updated by the CallRouter like:
RouterCallsAbandQ, RouterCallsAbandQ and RouterCallsOffered.

After speaking with BU, they stated that all fields that start with Router in the table Skill_Group_Interval are directly populated from the Call Router.  
This defect is raised to have other 'Router??????" fields updated to clarify that the values are updated from the Call Routers memory and based on other values in the DB
The following fields should be updated if their values are directly updated from the Call Router
RouterDelayQAbandTime
RouterMaxCallsQueued
RouterMaxCallWaitTime
RouterCallsDequeued
RouterError 
RouterCallsAbandDequeued

Conditions:
UCCE schema guide is not cleared for the following fields.
RouterDelayQAbandTime
RouterMaxCallsQueued
RouterMaxCallWaitTime
RouterCallsDequeued
RouterError 
RouterCallsAbandDequeued
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