Who Disconnected Call?

[picklemogg]

Hi all- I thought I saw a posting related to this, but can't find now. We have CCMS 6.0 and I believe it was after installing SU07 in the call by call report you can see additional information when a call ends. Information that would allow you to tell if the customer disconnected the call or the agent. Here is an example: NORM,DISC SRC: ABSENT. I've also seen the code Unknown, Calling Party, and Sys instead of absent. Does anyone have any documentation around what these codes are suppose to mean and the intent? I know they aren't accurate, but any info would be appreciated. The call by call report has always been a joke and I thought they finally added some good information, but it doesn't make sense. It's unreal in a call center environment that this data isn't available- It's difficult when a call center supervisor asks why someone has 40 short calls and you can't prove why. Everyone "knows" its call avoidance, but you can't prove that the agent was actually the one disonnecting the calls. Plus you can live trace the phone in the PBX and that tells you absolutely nothing as well.

 

[Supernn]

I believe this is related to the software version of your PBX, as of release 6.0 and above the switch sends the "who disconnected" information along.
As of that release the disconnect info should also be visible in the CbC data.

 

[picklemogg]

Thank you Supernn. I'll check this out- currently we are running Rls 5.5.