The call center policy requires an agent or a call center resource to stay on a call until the caller disconnects or Communication Manager redirects the call to an automated entity such as an after-call survey. You can administer Agent/Caller Disconnect Tones on the Feature-Related System Parameters screen to play one of the two disconnect tones. With the tone, the supervisor can identify if the agent disconnected from an active incoming ACD or Direct Agent (DA) call first. A supervisor can use the tones to alert an agent if the caller disconnects or to monitor the call as a service observer during agent training.
The remaining parties hear the following disconnect tones on an incoming, internal, or external ACD or DA call:
The remaining party that hear the disconnect tone include agents, Auto Available Split/Skill (AAS) agents, service observers such as call recorders, and any additional conferees other than the caller depending on who disconnects first. If the caller is the only remaining party on the call, the caller hears no tone.
Communication Manager plays the caller disconnect tone if the caller disconnects first while an agent, a station, or other active party is still on the call. The remaining parties on the call hear the tone. Service observers on the call hear the caller disconnect tone along with the active party.
Communication Manager plays the agent disconnect tone if the caller is the last active party on the call and a minimum of one observer, for example service observer or call recorder, is still on the call. The observers hear the tone but the caller hears no tone.
Note:
If an incoming trunk is measured, CMS and IQ offer reports that indicate which party hung up first. If the incoming trunk is not measured, CMS and IQ cannot determine which party hung up first. This is true regardless of whether these tones are used. Alternatively, you can compare call recording with reports to track discrepancy. To guarantee consistency, always measure the trunks.
