Hi
that is more or less what i thought,
it happens only one time. Even if 1 call for a sales Team might be important the options to investigate are extrem
we use globally Microsoft Skpe as "Telephone device" in combination with SBC Gateways and in some locations there still some legacy PBX
for all Business request where we can not use Skype we implement the Pureconnect (IVR, CTI Integration, ACD, Reporting, switchboard solution and so on..)
Thanks for the good information
Horst
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Horst Eppich
Boehringer Ingelheim GmbH
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Original Message:
Sent: 08-14-2019 09:39
From: Aaron Lael
Subject: Disconnected [Local Disconnect]
Local disconnect can mean a few different things from my observations:
- The agent clicked disconnect
- Someone else with access to view the agents queue or the queue the workgroup call was in that also had access to disconnect interactions on those queues disconnected it.
- The station call disconnected (the station lost connectivity or had a technical issue)
- IC itself disconnected the call due to a process.
So basically, any disconnect that originates inside of PureConnect will generally cause a Local Disconnect. Whereas anything external that kills the inbound call will show remote disconnect (caller hangs up, carrier issues, etc). I couldn't find a better technical document for this in the knowledge base other than some very minimal disposition info.
Our environment is trunked to a Cisco environment and we use remote numbers for all of our agents, which adds an extra degree of complexity to determining where things were actually disconnected. If you want to see if the agent disconnected the interaction, look at their client logs for the disconnect action.
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Aaron Lael
State of Utah
Original Message:
Sent: 08-14-2019 07:18
From: Horst Eppich
Subject: Disconnected [Local Disconnect]
Hi All,
I have a user complaining regarding a dropped call .
in the log files i found the information
Disconnected [Local Disconnect],Eic_State=I}
I would say Agent has ended the call, but Agent told he did not.
Any ideas or examples what Disconnected [Local Disconnect],Eic_State=I} can stand for ?
best regards
Horst
#SIP/VolP
#Telephony
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Horst Eppich
Boehringer Ingelheim GmbH
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