Does the TCD or RCD record contain a code that designates the Termination Type?
We are creating some reports by looking at the SQL tables and would like to know if there is a column that designates if the customer or the agent hung up the phone first? If so, what is the column name and on what table will I find this data?
There is no reliable field in TCD or RCD which can tell who disconnected call.
to some extent you can leverage the CallDisposition value available in TCD to find it out.
if the Routing Client is CVP and CallDisposition 52, You can conclude the Called Party from CVP perspective Dropped the call. and Called Party can be VRU leg or Agent Leg or Other External Number CVP connects customer to.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...