Is there a way for us to intercept whether it was the agent or the Customer who ended the call using Cisco CTI Server Message Protocol. Any help would be appreciated. We could not find any event that would provide us with that information
I don't think there is a reliable way to know who ended the call using the CTI protocol.
Per the doc (https://d1nmyq4gcgsfi5.cloudfront.net/fileMedia/dac22f39-70ab-4ec4-b180-194761f410ac/ucce_b_125cti-server-message-reference-guide.pdf), in the CALL_CONNECTION_CLEARED_EVENT, there is a ReleasingDeviceID which is defined as "The device ID of the STRING 64 device that cleared the connection". But, this is an optional field and there is a note that states "For Contact Center Enterprise, this field does not reliably indicate which party hung up first.".
Do you need to know in real time?
If you do not need to - it is possible from the CUCM CDRs.
Here is a Cisco doc on how you can trace the call and confirm who hung up.
I don't know if it is possible or not via CTI - looks like it is not (i.e. Denise's response).
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