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Beginner

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

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

2 REPLIES 2
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Participant

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

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.

durationorigDeviceNamedestDeviceName
  59  SEP001DA23FC591  S0/SU0/DS1-0@lon-vg2.Lab
origCallTerminationOnBehalfOfdestCallTerminationOnBehalfOforigCalledPartyRedirectOnBehalfOf
  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

Highlighted
Beginner

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

Hey Craig,

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

I appreciate your quick response.

Jim