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?
Go to Solution.
There is no report today to identify who disconnected the call (agent or customer).
View solution in original post
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.
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