Hi all
I've been experimenting with ways of identifying whether an agent or caller hangs up at the end of a call and being able to report on this. There doesn't seem to be any easy way. From other posts here I see others have struggled with this too.
If the agent uses the GAD I see the RequestReleaseCall but obviously the challenge is how to report on it. My first thought was to modify the jsp that holds the action for the "Disconnect" button to add some attached data when pressed, but would rather avoid this option as no doubt it is unsupported and/or illegal!
So instead I'm thinking about trying to add a custom listener and applying some attached data when the correct interaction event happens. I've had some success with attaching data upon EventEstablished. i.e.:
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//Implement listener....
if (event.getEventReason() == InteractionEvent.EventReason.ESTABLISHED) {
//Apply attached data
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Hopefully I can do the same when the call is released. Has anyone else had any experience doing anything like this before?
Which event should I be listening for? I can try listening for InteractionEvent.EventReason.RELEASED but I'm concerned that it might happen regardless of which party disconnected.
I can try it for myself later of course but I'm hoping I can save myself some time in trial and error if anyone else already knows
