We are using a VXML application for Queue treatment after queuing the call to Skill group. How do we differentiate between customer hungup and Application interrupted for Agent transfer?
What we noticed is for both the scenario,
- Customer Hungup
- ICM interrupting the VXML application for transferring the call to agent
the event thrown is "connection.disconnect.hangup". Is there any other event that we capture to differentiate?
Unfortunately from a CVP VoiceXML app event perspective the signalling is the same, both resulting from the VRU leg being torn down. You could check in the CVP reporting database as it does log different call end reasons for the two scenarios. Alternaticely, the ICM database will show different call outcomes for the VRU leg.