Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Hello
Interesting solution, I tried and seems not working, or at least, no clue on how the Pulse view would look like. Can you please share a screenshot of a sample Pulse widget would end up looking?
Regards

------------------------------
Jorge Bellido
Interaxa Brasil Tecnologia e Informatica Ltda
------------------------------

Original Message:
Sent: 01-04-2023 03:52
From: Mostafa Awad
Subject: Realtime Agent / Customer Hang Up status

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Hi Jorge,

I don't have access to any of the Pulse widgets now but you can share your configurations and screenshot of your Pulse to identify the issue precisely.

Anyways it should look like the below as per documentation but with respect to the configuration mentioned it's a queue-level widget so it should be something like this:


Sample widget values:

Name                                            ConnectionID                                                 ReleasingParty                                                 Total_Entered_CDR
queue_name                                 xyz123                                                           1                                                                        1
queue_name                                 xyz1234                                                         2                                                                        1
queue_name                                 xyz1235                                                         1                                                                        1
queue_name                                 xyz1236                                                         1                                                                        1
queue_name                                 xyz1237                                                         3                                                                        1

Knowing that the ReleasingParty KVP values reported represent who released the call based on the Call Release Tracking feature included in SIP Server documentation:




__PRESENT
Original Message:
Sent: 01-04-2023 05:46
From: Jorge Bellido
Subject: Realtime Agent / Customer Hang Up status

Hello
Interesting solution, I tried and seems not working, or at least, no clue on how the Pulse view would look like. Can you please share a screenshot of a sample Pulse widget would end up looking?
Regards

------------------------------
Jorge Bellido
Interaxa Brasil Tecnologia e Informatica Ltda

Original Message:
Sent: 01-04-2023 03:52
From: Mostafa Awad
Subject: Realtime Agent / Customer Hang Up status

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Thanks, I modifed the layout used to present the data and columns appeared. N/A values but now at least the format works. Now I can seek what is with the N/A.
Thanks again

------------------------------
Jorge Bellido
Interaxa Brasil Tecnologia e Informatica Ltda
------------------------------

Original Message:
Sent: 01-04-2023 03:52
From: Mostafa Awad
Subject: Realtime Agent / Customer Hang Up status

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

I appreciate your quick response.   Is there a way to see the ANI (Caller) and if they hung up or the customer hung up.

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Original Message:
Sent: 01-04-2023 03:52
From: Mostafa Awad
Subject: Realtime Agent / Customer Hang Up status

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------

Hi Dawn,

As I mentioned before, here are the steps to follow:

1- Enable the releasing party reporting on SIP Server [TServer] section:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

One of the following values is reported in the ReleasingParty key-value pair:

• 1 Local-The call is released because the ThisDN value in the EventReleased requested the release.
• 2 Remote-The call is released because the other party (which is remote to ThisDN) in the EventReleased or EventAbandoned events requested the release operation.
• 3 Unknown-The call is released, but T-Server cannot determine the release initiator.

2- Then you should utilize the GroupBy Feature in the stat server along with Pulse to define a stat type as below and if you want the ANI to be shown assuming that the ANI is stored in UserData KVList with caller key:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(UserData, "caller"),GetString(Extensions, "ReleasingParty")
GroupByColumns=Caller,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


3- Finally, use the stat type created previously with Pulse to show them in a Queue widget type.



Original Message:
Sent: 01-05-2023 15:07
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

I appreciate your quick response.   Is there a way to see the ANI (Caller) and if they hung up or the customer hung up.

------------------------------
Dawn Maciejewski
NiSource

Original Message:
Sent: 01-04-2023 03:52
From: Mostafa Awad
Subject: Realtime Agent / Customer Hang Up status

Hi Dawn,

First, you need to enable the releasing party reporting option on the SIP server:

releasing-party-report

Default Value: false
Valid Values:true, false
Changes Take Effect: Immediately
Related Feature: Call Release Tracking

Specifies whether T-Server reports the ReleasingParty Extensions attribute in EventReleased and EventAbandoned events to indicate which party initiated the call release.

Then you can use the GroupBy Feature in the stat server along with Pulse to define a stat type for example:
Create a section in the Pulse stat server:

[Total_Entered_CDR]
Category=TotalNumber
Description=Total number of voice interactions that entered the queue grouped by the interaction ID.
GroupBy=GetString(System, "ConnectionID"),GetString(Extensions, "ReleasingParty")
GroupByColumns=ConnectionID,ReleasingParty
MainMask=CallEntered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


In Pulse add a metric in the queue widget template with stat type Total_Entered_CDR that you have created and make sure that the Group by columns field you have to add the ConnectionID,ReleasingParty same as defined in the stat type section option GroupByColumns.

__PRESENT__PRESENT__PRESENT
Original Message:
Sent: 01-03-2023 10:27
From: Dawn Maciejewski
Subject: Realtime Agent / Customer Hang Up status

Hi,  Is there anything that can be setup in Pulse or otherwise for the Contact Center Team Leads to be able to identify when a specific call is ended, was it ended by the Agent or Customer.  We are on premise using SIP.
#Reporting/Analytics

------------------------------
Dawn Maciejewski
NiSource
------------------------------