Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Nathzn on December 09, 2014, 05:10:35 PM

Title: Who disconnected the call - the agent or customer?
Post by: Nathzn on December 09, 2014, 05:10:35 PM

Hi guys,

Is it possible to see in the log files to see who ended the call.. By agent or by customer.

Thanks,

Title: Re: Who disconnected the call - the agent or customer?
Post by: Adam G on December 09, 2014, 05:17:29 PM

Do you mean "who hung up first"..?

Interesting question... and I can see it's uses - but I don't think so.  Within the available stats, you would get "Call Ended" (or similar) - at that point it time both parties have ended the call irrespective of who hung up first!

As I said - interesting questions - would like to hear other views.  I'm thinking, being that stats run at thousandths of a second, there may be one statistic that happens milliseconds before another - thus proving that the Agent hung up first...?

AG

Title: Re: Who disconnected the call - the agent or customer?
Post by: genesysguru on December 09, 2014, 05:22:48 PM

T-Server log files. EventReleased -> AttributeExtensions -> Releasing Party = ?

http://docs.genesys.com/Documentation/TS/8.1.1/TSCSTA/CSTACallReleaseTracking

Works with SIP Server and other T-Servers ....

Hope this helps.

Title: Re: Who disconnected the call - the agent or customer?
Post by: Adam G on December 09, 2014, 05:27:23 PM

Yay! That was [b]quick[/b]!  ;D

And [b]I [/b]need to check my references before I post...  ::)
AG

Title: Re: Who disconnected the call - the agent or customer?
Post by: cavagnaro on December 09, 2014, 06:35:26 PM

[quote author=genesysguru link=topic=8633.msg38099#msg38099 date=1418145768]
and other T-Servers ....

[/quote]

Will depend also on PBX version and brand.

Not usable for CCA reporting.

Title: Re: Who disconnected the call - the agent or customer?
Post by: Adam G on December 09, 2014, 06:50:16 PM

Hate to do this,  but....

http://www.sggu.com/smf/index.php?topic=6525.0

::)

Title: Re: Who disconnected the call - the agent or customer?
Post by: Nathzn on December 10, 2014, 12:21:04 PM

Thank you all for your quick responses. I'll see what I can do  ;D
[quote author=genesysguru link=topic=8633.msg38099#msg38099 date=1418145768]
T-Server log files. EventReleased -> AttributeExtensions -> Releasing Party = ?

http://docs.genesys.com/Documentation/TS/8.1.1/TSCSTA/CSTACallReleaseTracking

Works with SIP Server and other T-Servers ....

Hope this helps.
[/quote]

Title: Re: Who disconnected the call - the agent or customer?
Post by: victor on December 20, 2014, 10:50:02 AM

Bravo,

you beat me to it. We use ths all the time to ensure KPI compliance and can be used as a quick and fast way to identify problematic calls.

Vic


[quote author=adamgill link=topic=8633.msg38102#msg38102 date=1418151016]
Hate to do this,  but....

http://www.sggu.com/smf/index.php?topic=6525.0

::)
[/quote]