Far end or near end disconnect?

[picklemogg]

Hey all- any ideas on this one? We have multiples of Option81 5.0 and CCMS 6.0. We often get reports that CCMS agents are hanging up on customers and pegging as short calls in CCMS. We know that agents are doing this, but does anyone know of a tool that can be used to tell 100% whether the agent is initiating the disconnect vs the customer (far vs near end)? I'm also going to post this in the PBX forum. Thanks for your help.

Moggs

 

[joynew68]

We don’t know 100% tool, but run monthly Agent Performance Report and then calculate Short Calls / Calls Answered.
It cannot be pure chance when every month the same people have i.e two times higher numbers then the most of other.

J.

 

[Utreg]

Upgrade to CC7 will probably solve this reporting issue;

Contact statistics: FinalDisposition

Description: A string identifying the state of the contact when it ends.
The values determine if an agent accepts a contact. If an agent accepts the contact, the contact has a FinalDisposition of RL, RH, RC or XF.

Valid values:
• AB (Abandoned)
• RL (Released)
• RH (Released on Hold)
• RC (Released during Consult)
• XF (Transferred)
• GD (Given Default)
• FB (Forced Busy)
• FO (Forced Overflow)
• FD (Forced Disconnect)
• GR (Routed)
• GN (Given NACD)
• AT (Encountered All Trunks Busy)
Type: varchar

 

[dj4020]

If you are collecting Call by Call Stats that gives you 100% call disconnect information. It will tell you if customer or agent ended the call. The only caveat would be on the customer side only shows ii disconnected. Doesn't show if internal or external call failure. i.e. bad port on PBX, customer gets out of range of his cordless phone or cell drops, as far as CCMS is concerned the call starts at port. But coupled with CDR you could probably answer that question as well. Never said it would be easy but can be done.

 

[picklemogg]

Thanks for the replies.

Utreg- Someone had mentioned to me that CC7 has some more details regarding this so thanks for the info. So 1 more question- I see the one vaule listed is (RL). Does RL appear for either agent or customer disconnect or does it somehow differ?

dj4020- Are you refering to CCMS 7 call by call stats only? I do not beleive 6.0 has this detailed info.

Thanks again.

Moggs

 

[Utreg]

Have no experience with CC7 (yet) but the NTP states:
Released: A contact state that indicates that an agent finished processing the contact.

So i would think 'Released = caused by agent'.
But could not find a 'RF = Released Far End' to indicate the customer disconnected. So it's also not clear to me.

For all detailed CC7 Performance Management info;

http://support.nortel.com/go/main.jsp?cscat=DOCDETAIL&id=935964&poid=8539

 

[dj4020]

I have a CC6 here at my location, as far as I know Call By Call was available in all releases in the Symposium line continued in CCMS line. You do have to configure the collecting of it so as long as its configured to collect you get step by step of call progression almost to much unless troubleshooting shows every step of call IVR, Trnasfers, When call came in when call ended and how it was ended. I have not seen CC7 but I cannot see that they would remove such a valuable tool.

 

[picklemogg]

Thanks again.

Dj4020- I am very familiar with the call by call stat tables in CCMS 6.0 and search thorugh them quite abit even though in my opinion in most cases they are useless in troubleshooting. That is a whole different story though.
Anyway- I do not recall in 6.0 call by call stats detailed information on who disconnected the call whether it was agent or customer. To my knowledge you can see the end time, but can't ditinguish between near or far end disconnect? Maybe I am missing something? Any additional thoughts? Thanks.

Moggs

 

[dj4020]

In call by call, this is an example of a call disconnected from what CCMS views as a Customer disconnect.
12:00:07 Local Call Abandoned NULL
You will notice after this there are no more call statistics for this call. Call is dropped by Customer side of CCMS.

This is an example of a call disconnected from what CCMS views as a Completed call.
12:12:50 Local Call Released Agent Name - POSID
There is nothing that follows this as this was a succesfully completed call.

Now with all that said I must concede that this only identifies which side of the CCMS the call in view is disconnected. On the Call Abandoned can only be before answered by agent. On the Call Released can be disconnected by either caller or agent. So I must retract my statements as this only points in the direction of what happened to the call related to a time stamp.

 

[yyrkroon]

there is a way to see this but it's very cumbersome, the info is on the aml trace, you'll have to enable incoming and outgoing polling message. you may also need the aml feature specification. but basically, what you're looking for in for disconnect sent/receive polling messages - the agent side will have the agent posid, customer side will have the trunk info.

you'll most likey have to use the aml, eb and reports to find the exact call that you're looking for.

fyi - aml trace with polling messages on will capture all terminal/trunks going on/off hook - it will be a mess in a busy system.