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Beginner

Call Established Event Cause

For a use Case, we are interested to use Event Cause field that comes with Call Established event.
When an agent makes an outbound call using CTI, We want to use Event Cause in Call Established Message to detect if the call is picked by Live Person, Voice Mail, Fax Machine or dead end.
Please help us confirm:
1) The Field can be used for this purpose.
2) Does it need any change in ICM system to allow this field to be populated with the values? If yes, what are the changes needed.
3) Under what condition, the value of the field will not come or come incorrectly.

We want use field values ( "EventCause Values Table 6-9 shows the EventCause values" )

EventCause Value

CECX_ABAND_NETWORK 1001

CECX_ABAND_RING 1003

CECX_BUSY 1008

CECX_DROP_NO_ANSWER 1010

CECX_DROP_BUSY 1011

CECX_REDIRECTED 1015

CECX_RING_NO_ANSWER 1019

CECX_VOICE_ENERGY 1023

CECX_ANSWERING_MACHINE 1033

CECX_CALLED_PARTY_DISCONNECTED 1052

1 REPLY 1
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Cisco Employee

To answer your questions:

     1. The field cannot be used for this purpose.  The values listed in your post actually come from Table 6-10, and are associated with the call cleared event, not the call established event. 

     2. No changes are needed, the values are put into the various events as part of normal messaging.

     3. The contents of the event value field are dependent on many factors.  As the GED-188 document states: "Usually no event cause information is supplied (CEC_NONE)."