Check event for who ended the call in FINESSE

[SeungHyeon IM]

Hello Cisco heroes.

I have a question.

We are operating PCCE 12.6.2 with 4000 agents.

When a counselor ends a call using the counseling application, an event indicating that the counselor ended the call is triggered.

However, if the counselor ends the call using a headset or IP-Phone, there is no event indicating who ended the call, only a call termination event. Is there any solution for this?

Thank you.

[bill.king1 · Accepted solution]

There are previous posts if it helps you that talk about UCM CDR records and indicating who hung up, which I think is what you're looking for?
https://community.cisco.com/t5/ip-telephony-and-phones/how-to-determine-who-dropped-the-call-first-in-uccx-cucm/td-p/2780175