Short Call - Who released the call?

[aperez54]

Does anyone know if there is an absolute certain way to determine whether the call was released by an agent rather than the caller?

If I search in the Call by call, I see Local Call Released but I can't assume that the agent did the 'releasing' or vice versa.

Thanks in advance.

 

[aperez54]

I found something on Page 369 of the Data dictionary, Note #7 - it says if event (46) which is Local Call Released Associated data can be either Transfer (in which case it was transferred) or NORM which is the 'normal' event.

But it still doesn't specify whether NORM is agent initiated versus caller initiated.

Looking at the call by call records, I can (probably) safely assume that if there are only 2 records, 1 which is "Answered" followed by no other event but the Local Call Released that maybe the agent did hang up. But that's assuming.