Author Topic: call disconnected by agent  (Read 9429 times)

Offline arunkumar

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call disconnected by agent
« on: November 07, 2008, 05:16:25 PM »
Dear all,

I would like to know how to check wether the call is been disconnected from the aget desktop or by the customer (thirdparty).



please help me out in solving this.

Offline Mine

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Re: call disconnected by agent
« Reply #1 on: November 07, 2008, 05:54:49 PM »
When there are sip server , you watch by of sip method from Agent or the customer.

Offline arunkumar

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Re: call disconnected by agent
« Reply #2 on: November 07, 2008, 07:17:09 PM »
Dear all,

I would like to know how to check wether the call is been disconnected from the aget desktop or by the customer (thirdparty).



please help me out in solving this.

i can able to view in the log ,plz can you suggest me how to get in the report as total number of call disconnected by agent & customer

Offline Mine

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Re: call disconnected by agent
« Reply #3 on: November 07, 2008, 08:54:18 PM »
It is defficalt to get report.
 
Then the Batch Filer or script  extract T-server logs. you make data format.

I have no good idea.

Offline natlonehat

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Re: call disconnected by agent
« Reply #4 on: November 10, 2008, 01:58:09 PM »
If using call concentrator then view SCDR

Offline René

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Re: call disconnected by agent
« Reply #5 on: November 11, 2008, 06:49:47 AM »
Hi,

What agent desktop application is used by the agents? If you can customize that application then you can attach some key-value pair to an interaction in case an agent clicks on "Disconnect" button during the call.

R.

Offline arunkumar

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Re: call disconnected by agent
« Reply #6 on: November 12, 2008, 11:21:01 PM »
HI natlonehat,


yes i have call concentrator in our environment, Can you guide in which table we can get this details.


Thanks in advance.



Offline natlonehat

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Re: call disconnected by agent
« Reply #7 on: November 13, 2008, 01:44:19 PM »
Hope that helps!

:)

Offline arunkumar

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Re: call disconnected by agent
« Reply #8 on: November 13, 2008, 05:36:53 PM »
hi natlonehat,


can you tell me where i can get get doc.



Offline CTIgem

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Re: call disconnected by agent
« Reply #9 on: November 13, 2008, 10:37:30 PM »
I would look at EventDisconnect and find "ThisDN".
If ThisDN is agent's DN then agent DN is disconnecting, right?

Offline René

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Re: call disconnected by agent
« Reply #10 on: November 14, 2008, 06:31:24 AM »
CTIgem,

I've never heard about the message "EventDisconnect" :o and it isn't described in any document. Could you please post here TServer log showing that event? What does that event means?

IMHO Usually it isn't possible to detect what party released the call from events as switch doesn't include that information in CTI messages. I tried to implement such detection on Avaya switch in the past and we finished with modification of agent desktop application - once agent clicked "Release call" button during call the application attached specific key-value pair to the call so we were able to filter such calls.

R.

Offline cavagnaro

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Re: call disconnected by agent
« Reply #11 on: November 14, 2008, 07:14:44 AM »
Hum on Alcatel TServer you have a PBX message which helps to determinate who started that event. Will be helpful if you can post some logs or tell us your PBX branch

Offline René

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Re: call disconnected by agent
« Reply #12 on: November 14, 2008, 07:19:29 AM »
Cavagnaro,

May I ask you to post here logs of TServer for Alcatel showing scenarios when call was disconnected by agent/customer? I didn't know it's possible on Alcatel.

Thanks
René

Offline CTIgem

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Re: call disconnected by agent
« Reply #13 on: November 14, 2008, 11:11:46 PM »
You are right! Switch doesn't say which party is initiating disconnect.
I was refering to "disconnect" status change from switch message.

Offline cavagnaro

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Re: call disconnected by agent
« Reply #14 on: November 15, 2008, 01:51:20 AM »
Sure, I will enable Debug at some customer, recollect and post.