Hang-Up information through CTI-SVR

[diogo.santana]

Hello, I'm facing some problems with a recurrent request of my customers: insert in recording solutions (NICE and Verint) the information about who disconnected the call.

The biggest problem is update the database of this solutions, at the most cases it is not supported or require an specific license. So I'm trying look to the CTI Svr in order to find out a way to inform these solutions through an event.

I need to inform if the call was disconnected by the agent or by the customer (disconsidering the call terminated by the end-point, looking only to the finesse actions).

Did anyone did it before?

[Jim Pilgrim]

Is this an integrated recording solution that you are attempting to complete?  I have found that the CTI interfaces need to be reset every day when connecting to CTI services for recording or through using BIB or TSP.  There are specific cause codes for disconnect by agent or by customer.  Look for cause code 16.

[diogo.santana]

Hi Jim Pilgrim, first of all thanks for your answer. Yes, we're working on an integrated recording solution (BIB plus CTI Svr).

Thank you for the information about the resets, we aren't experiencing none problem with the integration yet, but I'll keep it in mind in every case.

About the cause code 16, I found this on JTAPI logs but it don't seems to be very helpfull because appears on every call as "CAUSE_NORMALCALLCLEARING". Looking to the CDR tickets I can find this information in diferrent fields (I don't remember exactly which ones, but we already use them in hisorical reports).

The problem is the time when we collect this information, if it was possible to collect right after the end of the call, in a CTI SVR message field for example, we'll not need an additional step: update the tickets in the recording solution database.

In every case, if this cause code 16 could be used to segregate who did the disconnection, could you please just explain better where it can be found and how can I differentiate the disconnection from the agent and from the customer using this information?

Thank you very much.