I am wondering if there is a way to determine the Call Ender when using CTI softphones (CAD and CTIOS) using the CTI messages not CCM CDRs; I am facing a situation where the Agents misuse the system by ending the call from the softphone, and we cannot determine who ended the calls since no CTI message is known to determine the ender.
You're not going to find that information within CTI - you'll have to go to CDR. You can correlate CDR and TCD if you want to get specific. CTI doesnt care who ended the call, it just knows that when a call disconnects, it goes into "Wrap" where the agent can do post-call stuff.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...