Call Disconnect by Agent or Customer

Version 1
    This document was generated from CDN thread

    Created by: Mohamed Salim on 29-06-2010 07:47:04 AM
    How to determine whether customer or agent disconnected the call in CUIS reporting.

    Subject: RE: Call Disconnect by Agent or Customer
    Replied by: Brandon McDowall on 13-07-2010 01:05:29 PM
    How to determine whether customer or agent disconnected the call in CUIS reporting.


    That is going to depend on your switch. If you are working with Aspect then there is a CFLAG1 field that depending on whether the call was inbound or outbound its either "I" or "H".
     
    For inbound:
    case when cd.CFLAG1='I' then 'Yes' else 'No' end as [Termed By Rep],
     
    For outbound:
    case when cd.CFLAG1='H' then 'Yes' else 'No' end as [Termed By Rep],
     
    For Cisco I would have to look it up in the schema.
     
    Let me know if you need it for cisco.
     
    Thanks.

    Subject: RE: Call Disconnect by Agent or Customer
    Replied by: Vijay Marimuthu on 29-07-2010 04:56:50 AM
    Hello Salim,
     
    From ICM data we cannot find out who disconnected the call. You have to link ICM data with Call Manager data to see who disconnected the call, whether it's agent or customer.