CTI CIL Record

[cockneycoops]

Is there any way i can determin how the call was terminated. Is there a particular Flag type that will be abel to tell us whether the agent hung up or the customer did. We have probelms with agents terminating the call after a very short call duration.

Please help

Thanks

Andy

Cockney Coops

[Adam G.]

I'm going to ask a silly question...... What does CIL mean?

[René]

There is no such flag in TServer's event as I know. The easier way to get the information is modification of the agent's application. When an agent clicks on "Hung Up / Release" button during a call the application should write a record to a database.

If you have troubles with "very short calls" then I would suggest you to deploy a separate StatServer and enable Status table logging. Having this source you can easy find a calls with very short duration together with information about the agent handling the call. Unfortunately that solution doesn't provide you with information about the call (ANI, DNIS etc.) so you can't find whose customers have been "affected".

René

[Adam G.]

If memory served me correctly you can look at the TServer logs and see who who terminated the call by looking at the events/request sequences.

If you want to send me a log file (zipped) with suspected short calls in I'll take a look for you and work out the sequence - if you can tell me the DNs to look for that would help too.

Pavel

[mark]

If an agent disconnects the call then generally you should see requests / events for releasecall.

If you are using cisco ccm then you might be able to see extra things like jtapi tevents (there are loads you will see throughout a call) like (5:RELEASED) and ccm commands (dropped/disconnected etc).


Mark

[victor]

The easiest one is:

- if your agents are using softphone, then look for RequestReleaseCall

I wonder if there is a way with Avaya to find out if agent hang up or client by looking at EventReleased event...

Vic

[pdavid]

This one's a long shot and a bit off topic, but if you have call recording software w screencapture if would probably take away the having to look through the logs. Just have it flag short calls and look through them, in my previous company, I would do this with the NICE call recording application, I'd sort out calls >2 mintues and play them a couple of seconds before the call ended to understand if there's any issues. This became a pretty big project, as it was done daily, and a new dept was created specifically for this.

Not sure if you have this sort of software available to you, but that's how I was able to work around the "logs", and from an HR point of view - it works alot better instead of deciphering the logs to HR and the judge on those unemployement cases.

[Mark Gibson]

pDavid,

we are considering purchasing Nice CLS, but the prices are a way too much for our purchasing department taste.
Screen Capture would come in very handy, but too expensive.
Has anyone tried to get some sort of cheap third-party solution to work with Genesys to capture screen with KVP for further retrie