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Call Disconnect by Agent or Customer
Answer
6/29/10 12:47 PM
How to determine whether customer or agent disconnected the call in CUIS reporting.
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RE: Call Disconnect by Agent or Customer
Answer
7/13/10 6:05 PM as a reply to Mohamed Salim.
How to determine whether customer or agent disconnected the call in CUIS reporting.


That is going to depend on your switch. If you are working with Aspect then there is a CFLAG1 field that depending on whether the call was inbound or outbound its either "I" or "H".
 
For inbound:
case when cd.CFLAG1='I' then 'Yes' else 'No' end as [Termed By Rep],
 
For outbound:
case when cd.CFLAG1='H' then 'Yes' else 'No' end as [Termed By Rep],
 
For Cisco I would have to look it up in the schema.
 
Let me know if you need it for cisco.
 
Thanks.
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RE: Call Disconnect by Agent or Customer
Answer
7/29/10 9:56 AM as a reply to Mohamed Salim.
Hello Salim,
 
From ICM data we cannot find out who disconnected the call. You have to link ICM data with Call Manager data to see who disconnected the call, whether it's agent or customer.
 
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