How to check what side closed connection

mwierzbo · ‎11-08-2018

Hi,

I would like to know how to check what side (agent or client) closed a connection. I am checking events that are published during and after the connection. I also have found discussion about that there https://community.cisco.com/t5/contact-center/identify-customer-vs-agent-call-disconnect-in-finesse-11-5/td-p/3596425 but I haven't found that it is valid. Whatever what side close the connection I get the same evenets (participant agent with status WRAUP_UP and participant client with status DROPPED) I checked it with Finesse 10.5 and 11.

Do you know how I could check what side (agent or client) close a connection?

dekwan · ‎11-08-2018

Hi,

You have to check it based on the participant state of the first event that gets triggered as a result of the Drop. On my system, I had extension 1001001 hang up and the first dialog event that gets triggered shows:

<participants>
<Participant>
      <actions>
          <action>TRANSFER_SST</action>
          <action>CONSULT_CALL</action>
          <action>HOLD</action>
          <action>UPDATE_CALL_DATA</action>
          <action>SEND_DTMF</action>
          <action>DROP</action>
      </actions>
      <mediaAddress>1001002</mediaAddress>
      <mediaAddressType>AGENT_DEVICE</mediaAddressType>
      <startTime>2018-11-08T18:21:56.230Z</startTime>
      <state>ACTIVE</state>
      <stateCause />
      <stateChangeTime>2018-11-08T18:21:56.230Z</stateChangeTime>
  </Participant>
  <Participant>
      <actions />
      <mediaAddress>1001001</mediaAddress>
      <mediaAddressType>AGENT_DEVICE</mediaAddressType>
      <startTime>2018-11-08T18:21:51.712Z</startTime>
      <state>DROPPED</state>
      <stateCause />
      <stateChangeTime>2018-11-08T18:22:02.684Z</stateChangeTime>
  </Participant>
</participants>

If you notice, the other participant 1001002 still has a state of ACTIVE. Eventually, as you pointed out, the agent will be in WRAP-UP state.

Thanx,

Denise

mwierzbo · ‎11-15-2018

Thanks for your comment. I receive similar message, but whatever the connection is closed by agent or client. Each time I see the same message with state DROPPED in participant section of a client and WRAP-UP state in agent section. There is no difference who close the connection. Is it bug or I do the checks in wrong way?

dekwan · ‎11-19-2018

Hi,

I checked out the two scenarios on my system and I don't see any issues.

1) Participant (1001002) drops. Agent (1001001) goes to Wrap Up. In the FIRST dialog event after the drop, the participant state will be DROPPED and Agent will be ACTIVE.

         <participants>
            <Participant>
               <actions>
                  <action>TRANSFER_SST</action>
                  <action>CONSULT_CALL</action>
                  <action>HOLD</action>
                  <action>UPDATE_CALL_DATA</action>
                  <action>SEND_DTMF</action>
                  <action>DROP</action>
               </actions>
               <mediaAddress>1001001</mediaAddress>
               <mediaAddressType>AGENT_DEVICE</mediaAddressType>
               <startTime>2018-11-19T21:46:27.062Z</startTime>
               <state>ACTIVE</state>
               <stateCause />
               <stateChangeTime>2018-11-19T21:46:27.062Z</stateChangeTime>
            </Participant>
            <Participant>
               <actions />
               <mediaAddress>1001002</mediaAddress>
               <mediaAddressType>AGENT_DEVICE</mediaAddressType>
               <startTime>2018-11-19T21:46:22.342Z</startTime>
               <state>DROPPED</state>
               <stateCause />
               <stateChangeTime>2018-11-19T21:46:33.762Z</stateChangeTime>
            </Participant>
         </participants>

2) Agent (1001001) drops & goes to Wrap Up. In this scenario, in the FIRST dialog event, the agent will be in WRAP_UP state while the participant will be in ACTIVE.

         <participants>
            <Participant>
               <actions>
                  <action>TRANSFER_SST</action>
                  <action>CONSULT_CALL</action>
                  <action>HOLD</action>
                  <action>UPDATE_CALL_DATA</action>
                  <action>SEND_DTMF</action>
                  <action>DROP</action>
               </actions>
               <mediaAddress>1001002</mediaAddress>
               <mediaAddressType>AGENT_DEVICE</mediaAddressType>
               <startTime>2018-11-19T21:48:52.820Z</startTime>
               <state>ACTIVE</state>
               <stateCause />
               <stateChangeTime>2018-11-19T21:48:55.967Z</stateChangeTime>
            </Participant>
            <Participant>
               <actions>
                  <action>UPDATE_CALL_DATA</action>
               </actions>
               <mediaAddress>1001001</mediaAddress>
               <mediaAddressType>AGENT_DEVICE</mediaAddressType>
               <startTime>2018-11-19T21:48:55.967Z</startTime>
               <state>WRAP_UP</state>
               <stateCause />
               <stateChangeTime>2018-11-19T21:48:57.592Z</stateChangeTime>
            </Participant>
         </participants>

As you can see, you need to look at the first dialog event. Eventually, it will look the same where Agent is in WRAP_UP and participant is DROPPED.

Thanx,

Denise