Who hung up first?

[Daveg]

Is there any way to detect whether the customer or the agent terminated the call? Via Genesys? Via the switch?

[hynsey]

You should get an event released event in the Tserver log from the desktop app if it was done via the softphone. If the agent hangs up using the hard phone then i don't think there is anyway to detect. i may be wrong though

[Dennis]

Actually, The log would show a request elease coming from the softphone, then the event would appear, I Think...
Dennis

[Daveg]

I was looking for a statistic of some sort so we could say "100 calls were hung up first by customers today, 200 by agents", rather than the specific case we might find in the trace.

[Daveg]

Switch is Alcatel A4400

[ecki]

You will always get EventRelease for Agent extension in TServer log files after calls has been released, but every EventRelease has attribute ThisDNRole which should tell you who was the initiator. If there is value 1 means agent has released this call and 2 means Customer has released this call. Here is the complete list of values which attributes ThisDNRole or OtherDNRole could have:

0 RoleUnknown,
1 RoleOrigination,
2 RoleDestination,
3 RoleConferenceMember,
4 RoleNewParty,
5 RoleAddedBy,
6 RoleDeletedBy,
7 RoleTransferredBy,
8 RoleDeletedParty,
9 RoleConferencedBy,
10 RoleObserver

[dbm]

THis doesn't appear to work on a Meridian anybody any great ideas, I don;t think it is possible to tell on a Meridian

[Chris]

Actually EventReleased has the same format in both cases. On Alcatel A4400 you can add +devlink to log raceflags of TServer. Then in the TServer logs if agent first release a call there won't be any release information from the switch from customer side. Compare logs from both situations. I don't know if it will work on other PABX.