How to determine termination point of call

[randykblack]

We're using UCCE 7.2 and are moving to 9.0 in a few weeks.  One of the questions that we have had is how to determine the termination point of a call.  I'm looking for a way to report through either the HDS or call manager whether the agent or the caller disconnected the call.

Does anyone know if there is a way to identify this in any of the reporting databases available?

Thanks,

Randy Black

[Robert Thomas]

Randy

I wouldnt know from UCCE, but from a CDR CUCM basis we store the cause code for origin or destination disconnect. This will allow you to know what side disconnected the call.

Sent from Cisco Technical Support iPad App

[randykblack]

Thanks Robert.

I've done some research on the CDR reporting codes, but I was not able to locate one that indicates origin or destination disconnect.  Can you point me to this information?

Also, I'm assuming here that for an inbound call to a contact center agent, the agent is the destination and the caller is the origin.  Is that correct?

Thanks again for your response.

Randy

[ashok_boin]

Hi Randy,

For inbound call, the destination can be either an IVR or an agent depends upon who disconnects

The best way to troubleshoot any problem is step by step approach and aware about call flows in VoIP world. In my case, I generally understand the call flow and then after dig all the available logs in the systems (for eg: Cisco CUCM Trace logs; worth of information to troubleshoot).

Here is the following link talking about call flows for UCCX....

http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC6.0.1/cc_system_arch/ch4_flow.html#wp1536522

If you are still not able to decode the traces properly, then we have an option to go through Cisco TAC case to get deep level assistance in the traces.

Regards...

Ashok.

[randykblack]

I should probably provide a bit more detail about what I'm trying to determine.  We have two different situations:

1: Customer reports that a call was disconnected.  Agent reports that they did not hang up on the customer and we need to determine if the call was terminated by the agent or the customer.

2: We offer a post-call survey using a custom CVP application.  Customers opt in to the survey at the beginning of the CVP call flow, the customer makes their IVR selections and are routed to an agent.  Once the agent disconnects, the customer is routed back to CVP to take the post-call survey.  We have quite a few customers that opt in for the survey, but never complete the survey.  We know that some number of these are not taken because the customer forgets or changes their mind, but suspect that number of these are not completed because the agent does not disconnect the call so the customer is never routed to the survey.  We have a policy in place that requires the agent to disconnect the call after the call is completed, but want to determine what agents are not disconnecting the calls.

I'm looking to determine agent vs. customer termination on all calls so we can confirm who disconnected.

I've looked at the records in the Termination Call Detail on the HDS, but have been told that this is not a great way to identify this information so I'm looking for any alternatives that are more accurate for this reporting.

Thanks,

Randy

[ashok_boin]

Hi Randy,

Done little research and here are the pointers which may help you...

1. In Type 7, the switch cannot take the call away from the VRU.           When the IVR treatment is complete, Unified ICM must disconnect or release the           VRU leg before the final connect message can be sent to the Switch leg to           instruct the switch to connect the call to the destination.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/9_0/CCVP_BK_C7053373_00_cvp-srnd_chapter_0101.html

2. Critical error message playback on abnormal disconnects with SIP (You may use this tool to see whether disconnect from CVP or agent).

https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp9_0/configuration/guide/CCVP_BK_CA6D87A1_00_cvp-configuration-and-administration-guide.pdf

Hope it helps...

Regards...

Ashok.

[Robert Thomas]

Hello Randy,

You will see two columns the origing_causevalue and the destination_causevalue.

Usually you will see, 0 in the origin, and 16 at the destination. This would be interpreted as the destination dropped the call with normal call clearing, (like hangup)

If you see a origin 16 and a destination 0, the caller hangup the call.

You can look at the origin and destination devices to know what two parties are connected together.

The tricky part is UCCX and UCCE systems might generate multiple call legs, just to identify what is the correct one. 

[ashok_boin]

Thanks Robert. Interesting to know about internal logs interpretation

I have a got a question to clarify with you.

Which logs were you referring to for above values?

Usually you will see, 0 in the origin, and 16 at the destination.  This would be interpreted as the destination dropped the call with  normal call clearing, (like hangup)

If you see a origin 16 and a destination 0, the caller hangup the call.

And, I didn't see much difference between 0 & 16 swapping b/w origin/destination. For the 1st case, you mentioned destination dropped the call; does this mean CVP/IVR?

Ashok.

[kyle.faihurst]

Hi Robert,

Which table are these two column headings from? I have looked for the tables we pull from cisco but i can't find these. Would be a great help thanks

Kyle

[besteves]

Hi Guys,

Is there any news about this problem, is there a new report or DB tables on UCCX that we can identify who was responsible to ends a call. I have a customer who asked me about that and I perceive that is a concern for this type operation (Contact Center).

Thanks and Regards.

Bruce.