Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Noufal on September 12, 2018, 12:23:05 PM

Title: Call Disconnect Status
Post by: Noufal on September 12, 2018, 12:23:05 PM

Dears ,

How can i check who has disconnected the call (agent , Customer) ??

Title: Re: Call Disconnect Status
Post by: cavagnaro on September 12, 2018, 01:08:21 PM

Via TServer logs, the one who send the release call
Via Infomart as long as your TServer sends the corresponding key

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Title: Re: Call Disconnect Status
Post by: hsujdik on September 12, 2018, 01:47:19 PM

If your T-Server/SIP Server has the option TServer\releasing-party-report = true, then you can check on the EventReleased message generated for that call on the key ReleasingParty of the AttributeExtensions.

Check "Call Release Tracking" section on "Chapter 5: SIP Server Feature Support" of "Framework 8.1 SIP Server Deployment Guide"

Title: Re: Call Disconnect Status
Post by: GenesysNewbie on September 13, 2018, 11:06:03 PM

Hello
You can use WhoRelease class that uses PSDK for that purposes.
You can find that samples, also download then if i am not wrong in the Genesys Docs web
Hope this helps

Title: Re: Call Disconnect Status
Post by: Kubig on September 17, 2018, 07:11:41 AM

[quote]Hello
You can use WhoRelease class that uses PSDK for that purposes.
You can find that samples, also download then if i am not wrong in the Genesys Docs web
Hope this helps
[/quote]

Can you please more elaborate it as I've never heart about this class or method at all. So, I am interested in it.

Title: Re: Call Disconnect Status
Post by: GenesysNewbie on September 17, 2018, 03:54:17 PM

Hi K, Just look in genesys modules, the customcomnand sample ...

===> namespace Genesyslab.Desktop.Modules.WhoRelease.CustomCommand

Hope this help you

Title: Re: Call Disconnect Status
Post by: Kubig on September 18, 2018, 09:53:45 AM

It does not seem like OOB module for WDE or can you post your WDE version?

Title: Re: Call Disconnect Status
Post by: GenesysNewbie on September 19, 2018, 05:02:38 PM

WDE 8.5.114.10

Title: Re: Call Disconnect Status
Post by: Kubig on September 20, 2018, 08:39:10 AM

It is not OOB module, seems like customizated/developed WDE module. So, if you could, please, share it with us

Title: Re: Call Disconnect Status
Post by: hsujdik on September 20, 2018, 12:13:26 PM

Just out of curiosity, what can be the use to see it in WDE?

Title: Re: Call Disconnect Status
Post by: cavagnaro on September 20, 2018, 01:45:24 PM

Wondering the same as the who released analysis is done after the agent loses connection with the customer... Weird


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Title: Re: Call Disconnect Status
Post by: GenesysNewbie on September 20, 2018, 03:04:22 PM

Hello,

Many countries have legal penalties if the agent drops the call ...So, determining who release the call will protect you to pay money you dont have to. 

You can attach that information (who releases the call ) then show it in infomart, lots of reports can be created since here. As consequence, you can make your agents work better instead just dropping call with punishment

Cool right? technical stuff is usefull depending how you use it .....

Dont conclude so fast its useless

Title: Re: Call Disconnect Status
Post by: cavagnaro on September 20, 2018, 03:08:26 PM

I think you miss the whole point of what we are discussing here.
We are talking that the feature already exists in TServer and informart is ready to show such information. If you don't have informart still the information is available.
What you seem to show, as not being a default module from Genesys as you stated but a custom, made by some X guy, just attach some KVP when the agent clicks Disconnect button from WDE, right?
I know the whole idea behind the functionality, what don't understand is why you mix solutions and provide misleading info.


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