call disconnected by agent

[arunkumar]

hi natlonehat

can you send me the document of call concenter to my email id uday.arunkumar@gmail.com


thanks in advance
arun

[arunkumar]

hi cavagnaro, CTIgem others,


from the t-Server log i can able to see wether the call is been disconnected from the agent or the customer. with the event name. Request release call

can anyone guide me how to take this as a report as for each and every call we will not be in a position to check the log for this purpose.


regards,
arun kumar.u

[CTIgem]

I'm very interested to see part of the log where it disconnects.

As reporting goes, if you are able to see some kind of Tserver Event, then you can use Genesys utility "ts2db -x *.log list.xls" to save all the events in excel then sort it however you want.

[cavagnaro]

Ok here it goes:

In this first case the call was released from the remote side:
There is an incoming data from the switch at first place,

[code]
-AP[23]->-472 @21:03:02.3000
-Ap[23]-<-472 @21:03:02.3790
[b]@21:03:07.847 DataFromSwitch 96 bytes[/b]
0000-000f: a1 5e 02 02 3e 1b 02 01-15 30 55 55 04 01 17 88 |.^..>....0UU....|
0010-001f: 01 a0 24 a2 22 30 20 6b-0a 82 02 23 48 83 04 01 |..$."0 k...#H...|
0020-002f: d1 01 04 63 0c 82 0a 30-39 39 33 35 31 34 32 33 |...c...099351423|
0030-003f: 33 4e 01 03 0a 01 30 7e-27 a0 0f 17 0d 30 38 31 |3N....0~'....081|
0040-004f: 31 31 37 32 31 30 39 31-30 5a a1 14 30 12 06 06 |117210910Z..0...|
0050-005f: 2b 0c 89 36 84 09 04 08-98 23 22 49 48 23 01 00 |+..6.....#"IH#..|
11/17/08@21:03:07.847 RECEIVED: 96 bytes
aPDU-rose invoke { -- SEQUENCE --
  invokeID 15899,
  operationValue 21,
  argument { -- SEQUENCE --
    crossRefIdentifier '01178801'H  -- "..ˆ." --,
    eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
      droppedConnection { -- SEQUENCE --
        call '2348'H  -- "#H" --,
        device dynamicID '01d10104'H  -- "...." --
      },
      releasingDevice deviceIdentifier implicitPublic '30393933353134323333'H  -- "0993514233" --,
      localConnectionInfo 3,
      cause 48
    },
    extensions { -- SEQUENCE --
      security { -- SEQUENCE --
        timeStamp '3038313131373231303931305a'H  -- "081117210910Z" --
      },
      privateData { -- SEQUENCE/SET OF --
        privateData { -- SEQUENCE --
          manufacturer {1 3 12 1206 521},
          '9823224948230100'H  -- "˜#"IH#.." --
        }
      }
    }
  }
}
[b]cstaSwitchingEventDecode: ConnectionCleared event in progress[/b]
+++ Evt::ConnectionCleared +++
  *** Transaction Info:
    Type/Oper. : 1 - 3 <Event : ConnectionCleared>
    crossRef   : 1178801
    ConnId[0]  : (2348-1d1)-<(Trunk)>
    LocalDev[0]: 0993514233 (Public)
    Cause      : 48 <NormalClearing>
    LocalInfo  : 3 <Connected>
    TimeStamp  : <081117210910Z>
    *** PrivateList has 1 elements:
      PData : Global CallID : 9823224948230100
  refDev <597061> (cref = '1178801')
  normal release on <0993514233>
  Party::Release: for <2348:2348:0993514233/established/Ok> with cause (NormalClearing[48])
  Party::commit::deleted[1]: for <2348:2348:0993514233/released> with cause/rel (0:0)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[b]@21:03:07.972 DataFromSwitch 92 bytes[/b]
0000-000f: a1 5a 02 02 3e 1d 02 01-15 30 51 55 04 01 17 88 |.Z..>....0QU....|
0010-001f: 01 a0 20 a2 1e 30 1c 6b-0a 82 02 23 48 83 04 05 |.. ..0.k...#H...|
0020-002f: 0e 01 00 63 08 84 06 35-39 37 30 36 31 4e 01 00 |...c...597061N..|
0030-003f: 0a 01 30 7e 27 a0 0f 17-0d 30 38 31 31 31 37 32 |..0~'....0811172|
0040-004f: 31 30 39 31 30 5a a1 14-30 12 06 06 2b 0c 89 36 |10910Z..0...+..6|
0050-005b: 84 09 04 08 98 23 22 49-48 23 01 00             |.....#"IH#..    |
11/17/08@21:03:07.972 RECEIVED: 92 bytes
aPDU-rose invoke { -- SEQUENCE --
  invokeID 15901,
  operationValue 21,
  argument { -- SEQUENCE --
    crossRefIdentifier '01178801'H  -- "..ˆ." --,
    eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
      droppedConnection { -- SEQUENCE --
        call '2348'H  -- "#H" --,
        device dynamicID '050e0100'H  -- "...." --
      },
      releasingDevice deviceIdentifier implicitPrivate '353937303631'H  -- "597061" --,
      localConnectionInfo 0,
      cause 48
    },
    extensions { -- SEQUENCE --
      security { -- SEQUENCE --
        timeStamp '3038313131373231303931305a'H  -- "081117210910Z" --
      },
      privateData { -- SEQUENCE/SET OF --
        privateData { -- SEQUENCE --
          manufacturer {1 3 12 1206 521},
          '9823224948230100'H  -- "˜#"IH#.." --
        }
      }
    }
  }
}
cstaSwitchingEventDecode: ConnectionCleared event in progress
+++ Evt::ConnectionCleared +++
  *** Transaction Info:
    Type/Oper. : 1 - 3 <Event : ConnectionCleared>
    crossRef   : 1178801
    ConnId[0]  : (2348-50e)-<(Unknown)>
    LocalDev[0]: 597061 (Private)
    Cause      : 48 <NormalClearing>
    TimeStamp  : <081117210910Z>
    *** PrivateList has 1 elements:
      PData : Global CallID : 9823224948230100
  refDev <597061> (cref = '1178801')
  normal release on <597061>
  PartyDN::Release: for <2348:2348:5061/established/Ok> with cause (NormalClearing[48])
  PartyDN::commit::deleted[1]: for <2348:2348:5061/released> with cause/rel (0:0)
[b]@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventReleased[/b]
AttributeEventSequenceNumber 0000000000000284
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeThisDN '5061'
AttributeExtensions [82] 00 03 00 00..
'GCTI_SUB_THIS_DN' '597061'
'GCTI_BUSINESS_CALL' 0
'GCTI_GLOB_CID' bin: 98 23 22 49.. (len=8)
AttributeNetworkCallID 9823224948230100
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000001'
AttributeConnID 007001a1bc12e001
AttributeCallID 9032
AttributeCallType 3
AttributeCallState 0
AttributeThisTrunk 1294
AttributeThisDNRole 1
AttributeAgentID '597061'
AttributeOtherTrunk 262609
AttributeOtherDNRole 2
AttributeOtherDN '0993514233'
[b]21:03:07.972 Int 04544 Interaction message "EventReleased" generated[/b]
21:03:07.972 Trc 04542 EventReleased sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:03:07.972 Trc 04542 EventReleased sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:03:07.972 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
21:03:07.972 Trc 20021 Call 007001a1bc12e001 cleared with TReliabilityOk
  PartyDN: <2348:2348:5061> removed, state = (0-4)
  Party: <2348:2348:0993514233> removed, state = (0-4)
@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000000000285
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000001'
AttributeConnID 007001a1bc12e001
AttributeCallID 9032
AttributeCallType 3
AttributeThisDN 'SwitchA4400::'
21:03:07.972 Int 04544 Interaction message "EventReleased" generated
21:03:07.972 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
  TmCall::deleted(1:0): for <3:2348:0> with rel (0)
  Call::~Call: (2348:2348:0:0) deleted
@21:03:07.9720 {tscp.call {destructed} {uuid 40H4N2L9911EFCVCE2RARN6LN4000001} {connection-id 007001a1bc12e001} {call-id 9032}}
@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventOnHook
AttributeEventSequenceNumber 0000000000000286
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeAgentID '597061'
AttributeThisDN '5061'
21:03:07.972 Int 04544 Interaction message "EventOnHook" generated
21:03:07.972 Trc 04542 EventOnHook sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:03:07.972 Trc 04542 EventOnHook sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:03:07.972 Trc 04542 EventOnHook sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventOnHook sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventOnHook sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventOnHook sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[/code]

and now compare to this one which was cleared from GAD which starts with a RequestReleaseCall and then sends the request to the link:

[code]
21:04:49.365 Trc 04541 RequestReleaseCall received from [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
message RequestReleaseCall
AttributeConnID 007001a1bc12e002
AttributeExtensions [2] 00 00..
AttributeReferenceID 12
AttributeReason [2] 00 00..
AttributeThisDN '5061'
21:04:49.365 Int 04543 Interaction message "RequestReleaseCall" received from 460 ("Genesys_Desktop_760")
11/17/08@21:04:49.365 +++ RqHandler::RequestReleaseCall +++
  got message from client <9>
  device <5061> is replaced by <597061>
  [597061/597061]: check device for 'RequestReleaseCall'
  *** Transaction Info:
    Type/Oper. : 5 - 5 <Request : ClearConnection>
    hostRef    : d8
    ConnId[0]  : (2349-50e)-<(Unknown)>
    SubjDev[0] : 597061 (Private)
    LocalDev[0]: 597061 (Unknown)
    userInfo   : 9, 12
@21:04:49.365 DataToSwitch 21 bytes
0000-000f: a1 13 02 02 00 d8 02 01-05 6b 0a 82 02 23 49 83 |.........k...#I.|
0010-0014: 04 05 0e 01 00         -                        |.....           |
invoke { -- SEQUENCE --
  invokeID 216,
  operationValue 5,
  argument callId { -- SEQUENCE --
    call '2349'H  -- "#I" --,
    device dynamicID '050e0100'H  -- "...." --
  }
}
lnk>   (link_write) link 1(link-tcp), 23 bytes
  H->S 23 bytes send, invoke id 216 (xd8), 0[5] requests pending
--- RqHandler::RequestReleaseCall ---
@21:04:49.412 DataFromSwitch 35 bytes
0000-000f: a2 21 02 02 00 d8 30 1b-02 01 05 7e 16 a1 14 30 |.!....0....~...0|
0010-001f: 12 06 06 2b 0c 89 36 84-09 04 08 0b 24 22 49 49 |...+..6.....$"II|
0020-0022: 23 01 00               -                        |#..             |
11/17/08@21:04:49.412 RECEIVED: 35 bytes
aPDU-rose retResult { -- SEQUENCE --
  invokeID 216,
  { -- SEQUENCE --
    operationValue 5,
    result extensions { -- SEQUENCE --
      privateData { -- SEQUENCE/SET OF --
        privateData { -- SEQUENCE --
          manufacturer {1 3 12 1206 521},
          '0b24224949230100'H  -- " $"II#.." --
        }
      }
    }
  }
}
+++ Resp::ClearConnection +++
  *** Transaction Info:
    Type/Oper. : 2 - 5 <Result : ClearConnection>
    hostRef    : d8
    *** PrivateList has 1 elements:
      PData : Global CallID : 0b24224949230100
  [597061]: event received, for <RequestReleaseCall:9:12:496:1>
  PartyDN[2349:2349:5061]::SetContext: ref <12:496>
--- Resp::ClearConnection ---
link (link-tcp) S->H: (0[5 / 0] requests pending)
@21:04:49.646 DataFromSwitch 92 bytes
0000-000f: a1 5a 02 02 3e 2d 02 01-15 30 51 55 04 01 17 88 |.Z..>-...0QU....|
0010-001f: 01 a0 20 a2 1e 30 1c 6b-0a 82 02 23 49 83 04 05 |.. ..0.k...#I...|
0020-002f: 0e 01 00 63 08 84 06 35-39 37 30 36 31 4e 01 00 |...c...597061N..|
0030-003f: 0a 01 30 7e 27 a0 0f 17-0d 30 38 31 31 31 37 32 |..0~'....0811172|
0040-004f: 31 31 30 35 31 5a a1 14-30 12 06 06 2b 0c 89 36 |11051Z..0...+..6|
0050-005b: 84 09 04 08 0b 24 22 49-49 23 01 00             |.....$"II#..    |
11/17/08@21:04:49.646 RECEIVED: 92 bytes
aPDU-rose invoke { -- SEQUENCE --
  invokeID 15917,
  operationValue 21,
  argument { -- SEQUENCE --
    crossRefIdentifier '01178801'H  -- "..ˆ." --,
    eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
      droppedConnection { -- SEQUENCE --
        call '2349'H  -- "#I" --,
        device dynamicID '050e0100'H  -- "...." --
      },
      releasingDevice deviceIdentifier implicitPrivate '353937303631'H  -- "597061" --,
      localConnectionInfo 0,
      cause 48
    },
    extensions { -- SEQUENCE --
      security { -- SEQUENCE --
        timeStamp '3038313131373231313035315a'H  -- "081117211051Z" --
      },
      privateData { -- SEQUENCE/SET OF --
        privateData { -- SEQUENCE --
          manufacturer {1 3 12 1206 521},
          '0b24224949230100'H  -- " $"II#.." --
        }
      }
    }
  }
}
cstaSwitchingEventDecode: ConnectionCleared event in progress
+++ Evt::ConnectionCleared +++
  *** Transaction Info:
    Type/Oper. : 1 - 3 <Event : ConnectionCleared>
    crossRef   : 1178801
    ConnId[0]  : (2349-50e)-<(Unknown)>
    LocalDev[0]: 597061 (Private)
    Cause      : 48 <NormalClearing>
    TimeStamp  : <081117211051Z>
    *** PrivateList has 1 elements:
      PData : Global CallID : 0b24224949230100
  refDev <597061> (cref = '1178801')
  normal release on <597061>
  PartyDN::Release: for <2349:2349:5061/established/Ok> with cause (NormalClearing[48])
  PartyDN::commit::deleted[1]: for <2349:2349:5061/released> with cause/rel (0:0)
  TmRequest::RequestReleaseCall::Add2Msg: context (9:12:496) is matched to [EventReleased], keep=0
@21:04:49.6460 [0] 7.5.001.05 distribute_response: message EventReleased
AttributeEventSequenceNumber 000000000000028b
AttributeTimeinuSecs 646000
AttributeTimeinSecs 1226973889 (21:04:49)
AttributeReason [2] 00 00..
AttributeReferenceID 12
AttributeThisDN '5061'
AttributeExtensions [82] 00 03 00 00..
'GCTI_SUB_THIS_DN' '597061'
'GCTI_BUSINESS_CALL' 0
'GCTI_GLOB_CID' bin: 0B 24 22 49.. (len=8)
AttributeNetworkCallID 0b24224949230100
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000004'
AttributeConnID 007001a1bc12e002
AttributeCallID 9033
AttributeCallType 3
AttributeCallState 0
AttributeThisTrunk 1294
AttributeThisDNRole 1
AttributeAgentID '597061'
AttributeOtherTrunk 262608
AttributeOtherDNRole 2
AttributeOtherDN '0993514233'
21:04:49.646 Int 04544 Interaction message "EventReleased" generated
21:04:49.646 Trc 04542 EventReleased sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:04:49.646 Trc 04542 EventReleased sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:04:49.646 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:04:49.646 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:04:49.646 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:04:49.646 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
  context is reset
  CallList::Delete: call (3:2349:2) to be deleted
  Party::Release: for <2349:2349:0993514233/established/Ok> with cause (Failed[57])
  Party::commit::deleted[1]: for <2349:2349:0993514233/released> with cause/rel (0:0)
  PartyDN: <2349:2349:5061> removed, state = (0-4)
  Party: <2349:2349:0993514233> removed, state = (0-4)
@21:04:49.6460 [0] 7.5.001.05 distribute_event: message EventOnHook
AttributeEventSequenceNumber 000000000000028c
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 646000
AttributeTimeinSecs 1226973889 (21:04:49)
AttributeAgentID '597061'
AttributeThisDN '5061'
21:04:49.646 Int 04544 Interaction message "EventOnHook" generated
21:04:49.646 Trc 04542 EventOnHook sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:04:49.646 Trc 04542 EventOnHook sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:04:49.646 Trc 04542 EventOnHook sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:04:49.646 Trc 04542 EventOnHook sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:04:49.646 Trc 04542 EventOnHook sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:04:49.646 Trc 04542 EventOnHook sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[/code]

It is not perfect and complicated but it has helped me a couple of times, of course, I only do this job when situtation is VEEEEERY urgent to determine who cut the call...

I'm not perfect and any observations are welcome. This is my scenario and can't say if will work if agent hangs up from handset (hardphone) directly.

Hopefully this will satisfy you CTIGem...and René

[René]

Hi Cavagnaro,

Unfortunately, there was a misunderstanding of my request... I thought you know a way how to determine "who released the call" from TServer events. I know it's possible from TServer logs but that way isn't suitable for reporting purposes. Especially on a system TServer generates one 20MB log in 7 seconds

Anyway, thanks for logs.

R.

[cavagnaro]

So true. Yes I misunderstood your requirement...sorry.