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Need some clarification on call log data and queued calls

Tags: rest api

Feb 6, 2020 at 8:34am • 1 replies • 0 likes

Mike Frank

Hi, I've got a couple of questions.

1. Can you get data for calls that are queued from the call log api or any other api? Our company needs to know this. By queue they mean how long it takes for a human to pick up a call or if a call goes to the queue system.

2. If the above is true, there data for how long a queued call takes?

3. In the call log api what is the difference between a call log result of 'Call Connected' vs 'Accepted'?Only finished calls appear in this api?

1 Answer

Anirban answered on Feb 6, 2020 at 11:00am

Call Connected : This shows an outbound call was connected to the dialed number. This happens after the status "Accepted" on an incoming call and indicates which phone in a sequence of phones took the call. The call was answered, but there was no response on how to handle the call (for example, a voice mail system answered the call and did not push "1" to accept)

Accepted : The incoming call was accepted by the extension it rang or was forwarded to. The call was connected to and accepted by this number

More info: https://support.ringcentral.com/s/article/Call-Log-Interpret?language=en_US

and https://developers.ringcentral.com/api-reference/Call-Log/readUserCallRecord

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