Inbound call hangup not detected if recorded

[ekaftan]

Problem: inbound call comes in. Customer talks to agent. Call gets recorded (ALL_FORCE) Customer hangs up. Agent and vdad monitor still shows the call as active and must press 'hangup customer' by himself.

If the call is not recorded, the hangup gets detected fine.

My problem is that I have several lazy agents that keep the inbound call 'open' and fake speaking to a customer and I want to force them to take another call (its an inbound first level support callcenter so every call is an insult or a strange problem)

Any way to debug it? it has happened since the start of the setup, so its not RC4 specific...

thanks.

[mflorell]

There is currently no way to do this, but in SVN trunk the call will show up in BLACK as DEAD on the realtime screen if the caller has hung up but the agent has not.

[ekaftan]

There is currently no way to do this, but in SVN trunk the call will show up in BLACK as DEAD on the realtime screen if the caller has hung up but the agent has not.

Any way to port that funtionality to rc5? pleaseeeee? (I can code, you can point me to the relevant files and I can try to do it myself)

[mflorell]

There are way too many changes from 2.0.4 branch to SVN trunk to back-port all of the changes to logging and back-end scripts that were involved in making that single feature possible. You can add the Real-time DEAD functionality to the 2.0.4 branch(in fact we did for a while) but it is not reliable and it will show false positives in pretty much all installations.