CTI Call Ender

[yousefbustami]

I am wondering if there is a way to determine the Call Ender when using CTI softphones (CAD and CTIOS) using the CTI messages not CCM CDRs; I am facing a situation where the Agents misuse the system by ending the call from the softphone, and we cannot determine who ended the calls since no CTI message is known to determine the ender.

Any ideas please?

[Omar Deen]

You're not going to find that information within CTI - you'll have to go to CDR. You can correlate CDR and TCD if you want to get specific. CTI doesnt care who ended the call, it just knows that when a call disconnects, it goes into "Wrap" where the agent can do post-call stuff.