Can anyone help me out. I am trying to determine in UCCX reporting when an agent terminates a call verses when a customer terminates a call.
We currently use Finesse to answer our calls and CUIPC. The reporting we use is UCCX Cisco Unified Intelligence Center.
Is there a historical stock report I can run?
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Hi Jacob,
There is no report today to identify who disconnected the call (agent or customer).
Thanks,
Vikram G
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Jacob,
Although there is no UCCX report, you can go to CUCM CDRs and determine who hung up the call.
Find the specific Agent Call in CUCM CDRS
origReleaseCause - if set to 16 - CUCM user (i.e. the agent) hung up call
destReleaseCause - If set to 16 - Far end (i.e. the Customer) hung up the call.
Gerry
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