Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Daveg on January 01, 1970, 12:00:00 AM

Title: Who hung up first?
Post by: Daveg on January 01, 1970, 12:00:00 AM

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

Title: Who hung up first?
Post by: hynsey on January 01, 1970, 12:00:00 AM

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

Title: Who hung up first?
Post by: Dennis on January 01, 1970, 12:00:00 AM

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

Title: Who hung up first?
Post by: Daveg on January 01, 1970, 12:00:00 AM

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.

Title: Who hung up first?
Post by: Daveg on January 01, 1970, 12:00:00 AM

Switch is Alcatel A4400

Title: Who hung up first?
Post by: ecki on January 01, 1970, 12:00:00 AM

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

Title: Who hung up first?
Post by: dbm on January 01, 1970, 12:00:00 AM

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

Title: Who hung up first?
Post by: Chris on January 01, 1970, 12:00:00 AM

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.