We have a few work from home customer service agents who I believe are hanging up on customers. There are far too many call recordings that are basically dead air. Besides silent monitoring the phone and their screens are there any logs or SQL queries I can run to determine who ended the call?
It would be extremely helpful if we were able to find out if the Agent Hung up or the Customer.
Personally I look normally work through the trace files to see if there is any additional issues going on but this has two major drawbacks in as much as when the logs are overwritten quite quickly and it is time consuming.
The easiest way would be to look in the CDR/CMR logs, log on to https://CUCM-IP/carfind the call you want by searching for the agents extension and CDR - CMR Dump -> View.
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The purpose of this document is to present the different troubleshooting steps to take when some service from the Cisco IM & Presence Service Server have not started gracefully.
The States of a service
The IM&P ...
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What is the Real-Time Monitoring Tool (RTMT) and how do I use it? In addition to an overview of the components of the tool and the interface, attendees learned how to use ...
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Community Live- Tour of the Real-Time Monitoring Tool
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This event had place on Tuesday 20th, April 2021 at 10:00 hrs PDT
What is th...
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I’m recruiting participants for an upcoming study looking at large meeting troubleshooting in Control Hub. If you’d like to participate, please fill out this quick, 2 min. survey. Thanks! https://www.surveymonkey.com/r/...