How to disconnect/release an ICM call (forcefully) after a certain call duration?

How to make it done?
My client is really worried about their one toll free IVR service, some customers are dialing the trigger and keep connecting like 1500/1600 seconds or more!
How to release the ICM calls after a certain period of time like 300seconds as an example?
Thanks,
Mijanur Rahman

I believe there is indeed no real-time field that will tell you the amount of time the call is connected to the IVR by default. But have a look at this and see if it will fit your requirements :
Create a dummy Skill Group without agents in it
As soon as the call enters the system, let it go through a Queue To SG node for that dummy SG
You can now start checking the Call.TimeInQueue variable in your script(s) to identify how long the call has been on the IVR
From there an 'If CallTimeInQueue > 300 ==> End' is easily added to your menu scripts
Do proper testing of this approach before implementing it though. Functionally it should work fine, but if you're not careful, it may result in drastically different reporting figures. Also, be aware of CSCti54657 , this defect affects the Call.TimeInQueue values on the latest UCCE releases. TAC will be able to help you on getting a fix if you would be affected.
Cheers,
Kris

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