cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1818
Views
2
Helpful
3
Replies

Identify customer vs agent call disconnect in Finesse 11.5

plukka
Beginner
Beginner

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

1 ACCEPTED SOLUTION

Accepted Solutions

dekwan
Cisco Employee
Cisco Employee

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

View solution in original post

3 REPLIES 3

dekwan
Cisco Employee
Cisco Employee

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

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
Cisco Employee
Cisco Employee

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

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: