Identify customer vs agent call disconnect in Finesse 11.5

[plukka]

Hi

Currently whenever agent or customer disconnect call, we did observed call is disconnected by Agent from Jabber response. How can we identify who is disconnected call in Finesse 11.5?

Regards

Purna

[dekwan]

Hi Purna,

You have to look at the the participant state of the Agent's dialog events. If the customer hangs up, the participant representing the customer will have a state of DROPPED. If the agent hangs up, the agent's participant state will be DROPPED. Do note that this is the first dialog event that gets sent when one party hangs up. There will be other events following that shows both parties in DROPPED state as well as a DELETE event.

Thanx,

Denise

[plukka]

Thanks Denise for your quick response. but when customer drops, Jabber service returning response  with one participate and agent in active in it. we are using UCCE 11.5 with Finesse. Not sure do we need to configure something more?

[dekwan · Accepted solution]

Hi Purna,

You need to be listening to the Finesse notification service: Cisco Finesse Notifications via XMPP. This is the dialog events I'm referring to.

Thanx,

Denise