Determining who hung up customer or Agent.

andrew.egarr1 · ‎02-01-2017

Using CISCO Unified ICM/Contact Center Enterprise 10.5.

Have looked from the schema and cannot find how you determine whether the customer or the advisor hung up the call.

Can anybody help?

Chintan Gajjar · ‎02-01-2017

There is really no reliable field on UCCE side which can tell who disconnected the call.

The CUCM CDR has this data available, also you can check CVP logs to find out who sent BYE.

moreover:

https://supportforums.cisco.com/discussion/13119746/does-tcd-or-rcd-record-contain-code-designates-termination-type

chad_meyer · ‎07-12-2017

You can query the HDS SQL database to find this information. There is a table called 'Route_Call_Detail' and within there you will find a database of every call the system has received. Once you find your call you can check against the 'RouterErrorCode' column. To determine if the remote side disconnected the call you will see a value of 448.

Reference:

http://docwiki.cisco.com/wiki/Router_Error_Codes

geoff · ‎07-12-2017

448 is an abandoned call. This means that no label was delivered to the routing client. the call never went to an agent. That's not quite what the original poster is asking.

This is a bit strange as we are having the same discussion in another thread. The answer is in the TCD.

Regards,
Geoff