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Who disconnected call [Agent or Customer]

  • 1.  Who disconnected call [Agent or Customer]

    GCAP Member
    Posted 01-14-2020 08:29
    Dear Team,

    In GIM (info mart) how can i know who has disconnected the call like agent or customer or system issue


    Regards
    #Reporting/Analytics

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    Noufal Ebrahim

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  • 2.  RE: Who disconnected call [Agent or Customer]

    Posted 01-14-2020 09:34
    Noufal,

    SIP Server has a feature called "Call Release Tracking".  It's very simple to enact.
    • [TServer]\releasing-party-report = true

    This will populate an AttributeExtension key named "ReleasingParty" when there are EventReleased and EventAbandoned events.

    For ICON, you will need to configure the adata-spec file to maintain the adata-extensions-history for the interaction.  Once there, it can be populated into GIM.

    Thank you,
    -Ivan

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    Ivan Ullmann
    Eventus Solutions Group
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  • 3.  RE: Who disconnected call [Agent or Customer]

    GCAP Member
    Posted 01-15-2020 00:51

    Hi Ivan ,

    Thanks for the quick response , in fact we have enabled  TServer]\releasing-party-report = true as well  ICON adata-extensions-history=all , 

    here my question is in which table of GIM i can find those ?


    Regards ,



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    Noufal Ebrahim
    SMASCO
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  • 4.  RE: Who disconnected call [Agent or Customer]

    Posted 01-16-2020 08:59
    We also need to enable the option in ICON to store the releasing party
    ICON->Callconcentrator->store-releasing-party=1​


    gps.gsys_ext_int1, gcs.gsys_ext_vch2 columns in g_party and g_call  tbles will be updated.

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    Niharika Chennamadhav
    Charles Schwab
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  • 5.  RE: Who disconnected call [Agent or Customer]

    GENESYS
    Posted 01-16-2020 09:53
    Hi, Noufal.

    STOP_ACTION in INTERACTION_RESOURCE_FACT.

    For your convenience, this is the column description from the GIM Physical Data Model documentation (https://docs.genesys.com/Documentation/GIM/Current/PDMMS/Table-INTERACTION_RESOURCE_FACT#STOP_ACTION).
    ___________

    STOP_ACTION

    For voice calls, serves as a flag to indicate whether the party that is the subject of the IRF row initiated release of the call. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server).

    While the valid values are consistent for voice and multimedia interactions, their meaning is slightly different.

    For voice calls, this field is set to one of the following values:

    • NULL (unknown) - The default value that indicates that either the flag is not applicable or information on which party released the call is not available from IDB. This is the case when an empty string is the value of GSYS_EXT_VCH2 in the G_CALL_STAT table in IDB and, therefore, in the GIDB_G_CALL_STAT_V table in GIDB.
    • 1 (true) - The resource that is the subject of the IRF row initiated release of the call. This value is the only reliable indicator that the subject of the IRF row was a party to the call at the time when the call was released.
    • 0 (false) - The resource that is the subject of the IRF row did not initiate release of the call.

    For multimedia interactions, this field is set to one of the following values:

    • NULL - The interaction was not stopped at the associated IRF resource. This is the default value.
    • 1 (true) - The interaction was stopped by the associated IRF resource.
    • 0 (false) - The interaction was stopped at the associated IRF resource by an entity that was not a party to the interaction (for example, a Media Server).

    Note: For voice calls, the STOP_ACTION flag is a reliable indicator of whether the subject of the IRF row initiated release of the call except for scenarios for which limitations are described in the Interaction Concentrator 8.1 documentation and may still exist in subsequent releases. These scenarios include, for example, two-step transfer or two-step conference, or a call being terminated while ICON is down.

    ________

    I'm sorry you found it difficult to find this information. We will look into ways to make this easier.

    Thanks,
    Jose Druker
    Genesys Information Experience

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    Jose Druker
    Genesys - Employees
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