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Cisco Call Manager - Call Duration Timer

Question asked by on Feb 13, 2016
Latest reply on Feb 23, 2016 by dakeller

All -


I have recently upgraded my Cisco phone system from 4.2.3 to 10.5.x and although everything is working pretty much to expectation, I am scratching my head with this problem. 


It has to do with the call duration timer, is there a way to change the call duration timer from starting when the call is picked up to start when the call begins ringing.  I know that in the 4.2.3 version that was the way that it worked, however it seems that along the way that has changed. 


Reason I ask is that we are a call intensive shop and many of our employees are monitored on the number of phone calls that they make.  They often will hit a "disconnected number" or a "number no longer in service" and since the call duration monitor doesn't begin until the pick up has been made, they often are not getting credit for the call made since the activity timer = 0 and the call accounting software sees the 0 and disregards the call with a message of "Duration too short..."


Any clue on how to make this different?


Thank you in advance,