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