How to create a UCCE Call Released Report with CUIC

[mpirrone]

Overview

A common reporting requirement in UCCE/PCCE environment is how to report calls released by Agents or Customers.

This report is available with UCCX, while ICM, which is the routing engine of UCCE, does not contain this detail.

The Termination_Call_Detail table contains all the transactions of each call life cycle ( to allow Cradle to Grave reporting), including all individual call legs related to IVR navigation, connections to Agents, Outbound, mid calls.

But when a call is connected to an Agent and then released, ICM does not know who did it. The call was simply released.

The attached document describe the procedure to a possible solution.

[smeegada1]

We cant have correct info in ICM side(TCD or RCD) but CallManager report should give you exactly who disconnected the call.

- Go to CDR

- If code # 12 in ORIG TERM OnBehalfOf  means Caller/Member disconnected the call.

[mpirrone]

Thanks for your feedback.

As explained in the attached doc, no reason to look in UCM db if same info is available from CUIC through cvp datasource

[smeegada1]

Thanks for the update.