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UCCX Terminated Calls

jschwartz
Beginner
Beginner

Can anyone help me out.  I am trying to determine in UCCX reporting when an agent terminates a call verses when a customer terminates a call.

We currently use Finesse to answer our calls and CUIPC.  The reporting we use is UCCX Cisco Unified Intelligence Center.

Is there a historical stock report I can run?

1 ACCEPTED SOLUTION

Accepted Solutions

vigurura
Cisco Employee
Cisco Employee

Hi Jacob,

There is no report today to identify who disconnected the call (agent or customer).

Thanks,

Vikram G

View solution in original post

2 REPLIES 2

vigurura
Cisco Employee
Cisco Employee

Hi Jacob,

There is no report today to identify who disconnected the call (agent or customer).

Thanks,

Vikram G

Jacob,

Although there is no UCCX report, you can go to CUCM CDRs and determine who hung up the call.

Find the specific Agent Call in CUCM CDRS

origReleaseCause - if set to 16 - CUCM user (i.e. the agent) hung up call

destReleaseCause - If set to 16 - Far end (i.e. the Customer) hung up the call.

Gerry

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