Hello,
Is there any way to track a call which has been abandoned by the agent?
We are using an alcatel 4400 telephony system with Genesys 7.5.
I have looked at the t-server and urs log files, located one call where we know this has happened, but not sure what would indicate this has having occurred.
Thanks,
WA
What do you mean by “abandon by agent”? Or do you mean abandon on the agent which will be translated to abandon while ringing on agent extension? If so, check the AbandononRinging stat or search in the forum for more info, related topics have been discussed several times.
If you mean the agent terminated the call, if you are using softphone of some description, look for an EventRelease and maybe compare to TServer logs to see if the EventRelease was sent by softphone to TServer. That would probably indicate a termination by the agent (whether or not its intentional is another story!)
Hi,
Additionally to zack31 comment, each event released has party role attribute which indicates who initiated the release.
E.
Ecki - what are the role attributes for who released the call? Have been trying to find them for a while…
Actually EventReleased for both scenario (customer or agent hang up) look exactly the same in TServer for Alcatel A4400/OXE. You need at least TServer 8.0+ for Call Release Tracking by TLib events - look in the Release Notes for additional informations.
In older versions you can do it by analizing CSTA messages in TServer log. It’s simpler with +devlink in log-trace-flags but it is not necessary. If +devlink is absent and customer hangs up the call there will be 2 Release messages from CSTA, one from customer side with ANI as releasingDevice, the second one will be for local device (agent login). With -devlink there will be only 2 ConnectionCleared messages in cstaSwitchingEventDecode. After that EventReleased will be generated. If agent drops the call there will be only one Release message from CSTA and only one ConnectionCleared from cstaSwitchingEventDecode and releasingDevice will be agent login. You need to look for crossRefIdentifier or crossRef to find messages for specific call.
Look at following messages - they are for customer with ANI 226323277 hang up. For agent hang up you will have only second messages in the logs (agent login is 832xxxx). CrossRef is 0120e700.
[CDc-Deb]: TRACE: Received data for decoding (len = 95)
0000: A1 5D 02 02 0A CE 02 01 15 30 54 55 04 01 20 E7 .]…0TU…
0010: 00 A0 23 A2 21 30 1F 6B 0A 82 02 5A 5F 83 04 04 ..#.!0.k…Z_…
0020: 2C 01 04 63 0B 82 09 32 32 36 33 32 33 32 37 37 ,..c…226323277
0030: 4E 01 03 0A 01 30 7E 27 A0 0F 17 0D 30 35 31 30 N…0~'…0510
0040: 32 31 31 31 33 33 34 34 5A A1 14 30 12 06 06 2B 21113344Z..0…+
0050: 0C 89 36 84 09 04 08 7F B4 58 43 95 59 01 00 ..6…XC.Y..
[CDc-Deb]: RECEIVED: 95 bytes
aPDU-rose invoke { – SEQUENCE –
invokeID 2766,
operationValue 21,
argument { – SEQUENCE –
crossRefIdentifier '0120e700’H – “. ç.” --,
eventSpecificInfo callEvent connectionClearedEvent { – SEQUENCE –
droppedConnection { – SEQUENCE –
call '5a5f’H – “Z_” --,
device dynamicID '042c0104’H – “.,..” –
},
releasingDevice deviceIdentifier implicitPublic '323236333233323737’H – “226323277” --,
localConnectionInfo 3,
cause 48
},
extensions { – SEQUENCE –
security { – SEQUENCE –
timeStamp '3035313032313131333334345a’H – “051021113344Z” –
},
privateData { – SEQUENCE/SET OF –
privateData { – SEQUENCE –
manufacturer {1 3 12 1206 521},
'7fb4584395590100’H – “. XC Y..” –
}
}
}
}
}
[CDc-Deb]: cstaSwitchingEventDecode: ConnectionCleared event in progress
[Usr-Inf]: Transaction Info:
Type/Oper. : 1 - 3
crossRef : 120e700
ConnId[0] : (5a5f-42c)-<(Trunk)>
LocalDev[0]: 226323277 (Public)
Cause : 48
LocalInfo : 3
TimeStamp : <051021113344Z>
PrivateList has 1 elements:
PData : Global CallID : 7fb4584395590100
[Usr-Deb]: ConnectionCleared: → refDev <8326706> (cref = ‘120E700’)
[Usr-Deb]: ConnectionCleared: normal release on <226323277>
[TMl-Inf]: Party::Release: for <5a5f:5a5f:226323277> with cause (NormalClearing:48)
CDc-Deb]: TRACE: Received data for decoding (len = 93)
0000: A1 5B 02 02 0B C2 02 01 15 30 52 55 04 01 20 E7 .[…0RU…
0010: 00 A0 21 A2 1F 30 1D 6B 0A 82 02 5A 5F 83 04 0E ..!..0.k…Z_…
0020: D5 01 00 63 09 84 07 38 33 32 36 37 30 36 4E 01 …c…8326706N.
0030: 00 0A 01 30 7E 27 A0 0F 17 0D 30 35 31 30 32 31 …0~'…051021
0040: 31 31 33 33 35 34 5A A1 14 30 12 06 06 2B 0C 89 113354Z..0…+..
0050: 36 84 09 04 08 7F B4 58 43 95 59 01 00 6…XC.Y..
[CDc-Deb]: RECEIVED: 93 bytes
aPDU-rose invoke { – SEQUENCE –
invokeID 3010,
operationValue 21,
argument { – SEQUENCE –
crossRefIdentifier '0120e700’H – “. ç.” --,
eventSpecificInfo callEvent connectionClearedEvent { – SEQUENCE –
droppedConnection { – SEQUENCE –
call '5a5f’H – “Z_” --,
device dynamicID '0ed50100’H – “. ..” –
},
releasingDevice deviceIdentifier implicitPrivate '38333236373036’H – “8326706” --,
localConnectionInfo 0,
cause 48
},
extensions { – SEQUENCE –
security { – SEQUENCE –
timeStamp '3035313032313131333335345a’H – “051021113354Z” –
},
privateData { – SEQUENCE/SET OF –
privateData { – SEQUENCE –
manufacturer {1 3 12 1206 521},
'7fb4584395590100’H – “. XC Y..” –
}
}
}
}
}
[CDc-Deb]: cstaSwitchingEventDecode: ConnectionCleared event in progress
[Usr-Inf]: Transaction Info:
Type/Oper. : 1 - 3
crossRef : 120e700
ConnId[0] : (5a5f-ed5)-<(Unknown)>
LocalDev[0]: 8326706 (Private)
Cause : 48
TimeStamp : <051021113354Z>
PrivateList has 1 elements:
PData : Global CallID : 7fb4584395590100
[Usr-Deb]: ConnectionCleared: → refDev <8326706> (cref = ‘120E700’)
[Usr-Deb]: ConnectionCleared: normal release on <8326706>
[TMl-Inf]: PartyDN::Release: for <5a5f:5a5f:1447> with cause (NormalClearing:48)
These are 2 event release messages related to 1 call (or connid), does this mean the call was dropped by the agent? Thanks,WA
@17:53:31.1240 [0] 7.5.001.04 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000001d6cf9a
AttributeTimeinuSecs 124000
AttributeTimeinSecs 1258394011 (17:53:31)
AttributeAgentID ‘5202’
AttributeThisDN ‘5202’
AttributeExtensions [343] 00 0B 01 00..
‘GCTI_BUSINESS_CALL’ 1
‘GCTI_LAST_REDIRECTION_DEVICE’ ‘6062’
‘GCTI_NETWORK_TIMESLOT’ 11
‘GCTI_WAITING_TIME’ 3
‘GCTI_GLOBAL_WAITING_TIME’ 3
‘GCTI_AGENT_GROUP’ ‘6553’
‘GCTI_OTHER_DEVICE_NAME’ ‘MAIN=>4910 ’
‘GCTI_PARTY_NAME’ 'MAIN=>4910 ’
‘GCTI_GLOB_CID’ bin: C6 91 01 4B.. (len=8)
‘GCTI_NAT_INDICATIONTYPE’ ‘Public:Unknown’
‘GCTI_NAT_INDICATION’ ‘’
AttributeNetworkCallID c691014b4c650100
AttributeDNIS ‘386308’
AttributeUserData [33] 00 02 00 00..
‘Activity’ ‘RPF Call’
‘RVQID’ ‘’
AttributeCallUUID ‘M4MAA0KOSL25716ESVA9NBDSIO06MF2H’
AttributeConnID 000101b57892fc10
AttributeCallID 25932
AttributeCallType 2
AttributeCallState 0
AttributeThirdPartyQueue ‘6162’
AttributeOtherQueue ‘4910’
AttributeThisQueue ‘6062’
AttributeThisTrunk 90
AttributeThisDNRole 2
AttributeOtherTrunk 262375
AttributeOtherDNRole 1
AttributeOtherDN ‘T262375’
17:53:31.124 Int 04544 Interaction message “EventReleased” generated
17:53:31.124 Trc 04542 EventReleased sent to [984] (00004354 starterapp 10.162.51.96:1300)
17:53:31.124 Trc 04542 EventReleased sent to [1292] (000038d7 statserver_wfm_72 100.0.250.166:4633)
17:53:31.124 Trc 04542 EventReleased sent to [936] (000025cd 5000 10.168.0.128:1085)
17:53:31.124 Trc 04542 EventReleased sent to [708] (000021f1 statserver_reporting_72 100.0.250.165:3792)
17:53:31.124 Trc 04542 EventReleased sent to [520] (00000002 statserver_routing 100.0.250.130:1751)
17:53:31.124 Trc 04542 EventReleased sent to [596] (00000008 ocs 10.168.0.16:3413)
CallList::Delete: call (2:654c:2) to be deleted
Party::Release: for <654c:654c:T262375/established/Ok> with cause (Failed[57])
Party::commit::deleted[1]: for <654c:654c:T262375/released> with cause/rel (0:0)
Party: <654c:654c:T262375> removed, state = (0-4)
PartyDN: <654c:654c:5202> removed, state = (0-4)
@17:53:31.1240 [0] 7.5.001.04 distribute_event: message EventOnHook
AttributeEventSequenceNumber 0000000001d6cf9b
AttributeTimeinuSecs 124000
AttributeTimeinSecs 1258394011 (17:53:31)
AttributeAgentID ‘5202’
AttributeThisDN ‘5202’
17:53:31.124 Int 04544 Interaction message “EventOnHook” generated
17:53:31.124 Trc 04542 EventOnHook sent to [984] (00004354 starterapp 10.162.51.96:1300)
17:53:31.124 Trc 04542 EventOnHook sent to [1292] (000038d7 statserver_wfm_72 100.0.250.166:4633)
masked for 936 (000025cd 5000)
17:53:31.124 Trc 04542 EventOnHook sent to [708] (000021f1 statserver_reporting_72 100.0.250.165:3792)
17:53:31.124 Trc 04542 EventOnHook sent to [520] (00000002 statserver_routing 100.0.250.130:1751)
17:53:31.124 Trc 04542 EventOnHook sent to [596] (00000008 ocs 10.168.0.16:3413)
— Evt::ConnectionCleared —
link (a4400_link) S->H: (0[0 / 0] requests pending)
cstaSwitchingEventDecode: NotReady event in progress
+++ Evt::NotReady +++
*** Transaction Info:
Type/Oper. : 1 - 203
crossRef : 14d2b01
LocalDev[0]: 5202 (Private)
LocalDev[1]: 5202 (Unknown)
Cause : 43
TimeStamp : <091116175508Z>
*** PrivateList has 1 elements:
PData : Not Ready Activation: 0
refDev <5202> (cref = ‘14D2B01’)
@17:53:31.1240 [0] 7.5.001.04 distribute_event: message EventAgentNotReady
AttributeEventSequenceNumber 0000000001d6cf9c
AttributeTimeinuSecs 124000
AttributeTimeinSecs 1258394011 (17:53:31)
AttributeExtensions [83] 00 03 00 00..
‘GCTI_THIS_DEVICE_NAME’ ’ *******’
‘ReasonCode’ ‘0’
‘GCTI_INFO_STR’ ‘legal pause’
AttributeAgentWorkMode 2 (AutoIn/LegalGuard)
AttributeOtherDN ‘4092’
AttributeThisQueue ‘6553’
AttributeAgentID ‘5202’
AttributeThisDN ‘5202’
17:53:31.124 Trc 04542 EventAgentNotReady sent to [984] (00004354 starterapp 10.162.51.96:1300)
17:53:31.124 Trc 04542 EventAgentNotReady sent to [1292] (000038d7 statserver_wfm_72 100.0.250.166:4633)
17:53:31.124 Trc 04542 EventAgentNotReady sent to [936] (000025cd 5000 10.168.0.128:1085)
17:53:31.124 Trc 04542 EventAgentNotReady sent to [708] (000021f1 statserver_reporting_72 100.0.250.165:3792)
17:53:31.124 Trc 04542 EventAgentNotReady sent to [520] (00000002 statserver_routing 100.0.250.130:1751)
17:53:31.124 Trc 04542 EventAgentNotReady sent to [596] (00000008 ocs 10.168.0.16:3413)
17:53:46.171 Int 04544 Interaction message “EventReleased” generated
17:53:46.171 Trc 04542 EventReleased sent to [1292] (000038d7 statserver_wfm_72 100.0.250.166:4633)
17:53:46.171 Trc 04542 EventReleased sent to [708] (000021f1 statserver_reporting_72 100.0.250.165:3792)
17:53:46.171 Trc 04542 EventReleased sent to [520] (00000002 statserver_routing 100.0.250.130:1751)
TmCall::deleted(1:0): for <3:6563:0> with rel (1)
Call::~Call: (6563:6563:0:0) deleted
call to clean: call(2:654c:000101b57892fc10):
17:53:46.171 Trc 20021 Call 000101b57892fc10 cleared with TReliabilityInPast
@17:53:46.1710 [0] 7.5.001.04 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000001d6d036
AttributeTimeinuSecs 171000
AttributeTimeinSecs 1258394026 (17:53:46)
AttributeReliability 1
AttributeDNIS ‘386308’
AttributeUserData [33] 00 02 00 00..
‘Activity’ ‘RPF Call’
‘RVQID’ ‘’
AttributeCallUUID ‘M4MAA0KOSL25716ESVA9NBDSIO06MF2H’
AttributeConnID 000101b57892fc10
AttributeCallID 25932
AttributeCallType 2
AttributeThisDN ‘cc::’
17:53:46.171 Int 04544 Interaction message “EventReleased” generated
17:53:46.171 Trc 04542 EventReleased sent to [1292] (000038d7 statserver_wfm_72 100.0.250.166:4633)
17:53:46.171 Trc 04542 EventReleased sent to [708] (000021f1 statserver_reporting_72 100.0.250.165:3792)
17:53:46.171 Trc 04542 EventReleased sent to [520] (00000002 statserver_routing 100.0.250.130:1751)
TmCall::deleted(1:0): for <2:654c:0> with rel (1)
Call::~Call: (654c:654c:0:0) deleted
As I wrote you should not look at Tlib events (EventReleased) but for CSTA messages. In your case look for something like:
cstaSwitchingEventDecode: ConnectionCleared event in progress
before first TLib EventReleased @ 17:53:31 with crossRef=‘14d2b01’.
I’ve done some research and testing about second TLib EventReleased. In my environment (OXE R8.0.1/TS7.6.003.03), if customer hangs up, second EventReleased is based on TReliabilityOk (according to documentation it means that TEvent was generated based on its corresponding switch notification). If agent drops the call it is TReliabilityInPast that generates second EventReleased (TEvent was constructed based on subsequent switch notifications). So in your case probably the call was dropped by agent. But to be sure I recommend to check cstaSwitchingEventDecode informations.
hello, thanks for all the help so far.
We do suspect there are agent dropping calls just after it is connected. I have randomly checked a few and the cstaSwitchingEventDecode: ConnectionCleared event in progress
message is happening before the first eventreleased TLib.
I am hoping there is reporting functionality to show this by agent? Through the use of a filter maybe?
Thanks,
WA
Hi,
cstaSwitchingEventDecode: ConnectionCleared event in progress message is happening before the first eventreleased TLib.
I’m not sure if you understood me correctly - this message is always happening before first EventReleased, no matter which party is ending call. If customer hangs up first, earlier in the logs there will be another such message with the same crossRef, as I showed you in my example. If agent is dropping call this second message is missing, and prior message with the same crossRef will be cstaSwitchingEventDecode: AgentBusy event in progress.
I’ve done release tracking thousand times for few years - if you send me some logs and ConnID to check, I will confirm, if yours tracking is right.
As I mentioned earlier there is such reporting functionality, but you will have to upgrade your TServer for Alcatel and Statserver to versions 8.0(+). Newest TServer has functionality called Call Release Tracking which generates EventReleased with AttributeExtension ReleasingParty (with values ‘Local’ or ‘Remote’). Newest StatServer is able to filter any AttributeExtesions, so it is possible to use filters in CCPulse+. Check Release Notes and documentation for exact specifications. In addition you can configure CallConcentrator or Icon for call-level reporting.
Hi guys, a customer is demaning to have this functionality because according to him Avaya can do it since year 2000…is that true???
As far as I know it is true, but this data is not available through CTI Link, so without any Genesys reporting. In billing tickets from Avaya there is a specific flag for call release tracking.
So from the PBX itself it would be possible to get who hanged up a call, even when that call used Genesys, right? so customer is somehow correct…why Genesys took so long to do something like this or is it a limitation of the PBX?
For first question the answer is yes. Second question you should ask someone from Genesys. I really don’t know why they’ve added this functionality only just in release 8.x, but if you look at 8.x release notes for other switches, this functionality is available also for Hipath or Aspect per example. Still there is no such functionality for Avaya, so it must be switch related issue. In Avaya case I suppose that this is DLG/TSAPI limitation.
I work with Genesys/OXE since 6.5/R4.2 (d2.304) (year 2004) and even then it was possible to manually track calls released by agent on the basis of logs, because through CTI link OXE is always sending one or two CSTA Released messages depending on releasing party.
Thanks 
Will have to read further and ask the OXE guys if in R9 there is something about this.
Cheers