Reporting - Queue Information: Queue information does not appear in reports
Queue information does not appear in reports
|Problem Summary||In an IP IVR deployment, VRU PG Termination Call Detail records contain no queue time. (Note that it is expected that the TCDs on the CVP peripheral will not include queue time in a CVP deployment.)|
|Possible Cause||This can occur if you have not enabled Queue reporting for the VRU peripheral.
You can check by running Set Up on the VRU PG to see if the Service Control Reporting and Service Control Queue Reporting are enabled, but it requires bringing down the VRU PG which will disrupt IVR services. While waiting for a maintenance window, you can check by looking at the ServiceControlReporting and ServiceControlQueueReporting registry keys. They should be set to 1.
They can be find under the following registry key. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<custid>\PG1A\PG\CurrentVersion\PIMS\pimX\VRUData\Config
|Recommended Action||Bring down the VRU PG and run ICM Setup on the VRU peripheral. Enable the Service Control Queue reporting option if it is not already enabled.|
|Associated CDETS #||None.|