Operator's Hanging up

[Phil]

Is it possible to determine in genesys reporting whether the operator has terminated the call, or whether the caller has hung up?

We currently use an Alcatel 4400 switch.


Thanks in advance


Phil

[Dave]

If you have Call Concentrator, you may be able to get this information via a custom report by looking to see which EventDisconnected came first - the caller's or the agent's. There may be two problems with this, though:

1) I don't know if the Alcatel 4400 gives you a separate disconnect message for the caller, and...
2) Depending on the exact timing of the events, you may get them out of order over the CTI link.

If you are using a softphone application instead of the hardphone, another option *might* be to add some code to the hangup button. You would set a flag when an EventDisconnected is received from the TServer. If the flag was raised when the hangup button was clicked, you could attach a piece of data indicating that the customer hung up first. If it was not raised, that same keyvalue pair could reflect that the agent hung up first.

Again, neither of these methods would be completely reliable - even PBX reports can't generally give you this information reliably.