Hi ALL.. Im currently using eavesdroping on outgoing calls using: <action application="db" data="insert/spymap/${caller_id_number}/${uuid}" /> and is working fine! Now I want to hear calls from my agents, but i dun know how to insert in spymap what agent get the call from queue, any tips? im using options from callcenter.conf: <agents> <agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" /> </agents> <tiers> <tier agent="1000@default" queue="support@default" level="1" position="1"/> </tiers> Another question is: How to put in cdr lost calls, example: queue support have agent1 and agent2. Incomming call, first ring to agent1 for 10sec and then ring and answer agent2. I wanna log the event of not answer from agent1 Im thinking about write an application to listen esl an caputure the events about callcenter and then log to cdr, am i write? Hugs!