UCCE 7.5 -- Who hung up? Agent or Customer?

[jimbrandolini]

Hey Guys,

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.

Thanks,

Jim

[Craig Dyer]

Jim,

     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.

duration	origDeviceName	destDeviceName
59	SEP001DA23FC591	S0/SU0/DS1-0@lon-vg2.Lab
origCallTerminationOnBehalfOf	destCallTerminationOnBehalfOf	origCalledPartyRedirectOnBehalfOf
0	12	0

This call was disconnected by the voice gateway, IE the customer hung up on me.

A guide to CDR for 6.x is here http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/6_0_1/car/cmcarbk.html

and the chapter expaning disconnect code is here:- http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/6_0_1/car/carcdrdef.html#wp1063129

Hope this helps,

Craig

[jimbrandolini]

Hey Craig,

This is very helpful. I’m going to spend some time investigating.

I appreciate your quick response.

Jim