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How to determine who dropped the call first in UCCX/CUCM

ccg-collab1
Level 2
Level 2

Hi everyone,

Is it possible to determine who dropped the call first in the CUCM/UCCX. Is there a tools or CDR like to check it? Thank you

Appreciate your response.

13 Replies 13

Deepak Rawat
Cisco Employee
Cisco Employee

No tools as such both on CUCM and UCCX. CDR only shows the disconnect reason such as 16 for normal call clearing, 21 call rejected etc. It does not show anything if the agent disconnected the call or user. What this means is if agent disconnects the call or user, both will be marked as Normal Call Clearing cause 16 from CM perspective.

More details on call disconnect codes can be found below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/8_5_1/cdrdef/cdradmin/cdrcodes.pdf

Regards

Deepak

Manish Gogna
Cisco Employee
Cisco Employee

There are tools to capture the traces on cucm and UCCX but checking them for different protocols and call flows involved require an understanding of how the signaling works. There are call identifiers to track calls involving H323 , MGCP , SIP protocols. However, the call disconnect may be manual or may be initiated by the system because of various issues with signaling or other factors. You can check the following links and numerous videos on youtube to gain an understanding of signaling involved in a call and how to track the call from start till end

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/trouble/10_0_1/CUCM_BK_TA380A6B_00_troubleshooting-guide-cucm-100/CUCM_BK_TA380A6B_00_troubleshooting-guide-cucm-100_chapter_01010.html

https://supportforums.cisco.com/document/113271/understanding-sip-traces

One tool that i can recommend is Translator X which makes checking the basic signaling quite easy

http://translatorx.org/

But please remember trace reading requires a lot of time and efforts before you start getting comfortable with it.

Manish

Gordon Ross
Level 9
Level 9

The CDRs can (usually) give you an indication of who terminated the call. Look at the "Originator Terminated Call on Behalf Of" & "Destination Terminated Call on Behalf Of" fields.

GTG

Please rate all helpful posts.

did you resolve the problem?

In the CDR of CUCM you can check who disconnected the call on the field origCallTerminationOnBehalfOf or destCallTerminationOnBehalfOf .

 

This field specifies code that identifies why the originator was terminated

For example, if the originator of the call hangs up the phone, the OnBehalfOf code shows "12" for Device. If the call terminates because of a transfer, the OnBehalfOf code shows "10" for Transfer.

Thanks for your response , really apprecaiate it.. But it would be really help if you can elaborate a little on different scenarios of disconnect

Zapparoli
Level 1
Level 1
In the CDR of CUCM you can check who disconnected the call on the field origCallTerminationOnBehalfOf or destCallTerminationOnBehalfOf .



This field specifies code that identifies why the originator was terminated

For example, if the originator of the call hangs up the phone, the OnBehalfOf code shows "12" for Device. If the call terminates because of a transfer, the OnBehalfOf code shows "10" for Transfer.

Thanks for your reply, what if the phone was disconnected from farend ? what would be the code

ahmed.zakaria
Level 1
Level 1

if you using UCCE there are report related to CVP server show you who hung-up the call .

As you're answer is off topic to the OP question it is advised to not add that to the thread.



Response Signature


ahmed.zakaria
Level 1
Level 1

SELECT
call.startdatetime,
call.ani,
call.callguid,
callevent.transferlabel,
callevent.eventtypeid,
case
when callevent.causeid = 13 then 'Agent Released'
when callevent.causeid = 1 then 'Customer Released'
else 'Other' end as CauseIdLabel,
callevent.causeid
FROM call, callevent
WHERE call.callguid=callevent.callguid
AND (callevent.eventtypeid = 6 AND callevent.causeid IN (1, 13))
AND callevent.transferlabel < 5000
and callevent.transferlabel between (3501) and (3599)
and call.ani not like 'NA%'

ahmed.zakaria
Level 1
Level 1

SELECT
call.startdatetime,
call.ani,
call.callguid,
callevent.transferlabel,
callevent.eventtypeid,
case
when callevent.causeid = 13 then 'Agent Released'
when callevent.causeid = 1 then 'Customer Released'
else 'Other' end as CauseIdLabel,
callevent.causeid
FROM call, callevent
WHERE call.callguid=callevent.callguid
AND (callevent.eventtypeid = 6 AND callevent.causeid IN (1, 13))
AND callevent.transferlabel < 5000
SELECT
call.startdatetime,
call.ani,
call.callguid,
callevent.transferlabel,
callevent.eventtypeid,
case
when callevent.causeid = 13 then 'Agent Released'
when callevent.causeid = 1 then 'Customer Released'
else 'Other' end as CauseIdLabel,
callevent.causeid
FROM call, callevent
WHERE call.callguid=callevent.callguid
AND (callevent.eventtypeid = 6 AND callevent.causeid IN (1, 13))
AND callevent.transferlabel < 5000
and callevent.transferlabel between (3501) and (3599) <<<<   Agent extensions range 
and call.ani not like 'NA%'
and call.ani not like 'NA%'