Reliable way to get "to" and "from" for a warm transferred call.

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Adithya PK asked Jul 30, '19 Joe Ramos commented Aug 8, '19

Reliable way to get "to" and "from" for a warm transferred call.

When the original caller is transferred from one extension to another extension(or to any other number), I couldn't find a reliable way to identify, from whom to whom the call was transferred.

From the call log API(/restapi/v1.0/account/~/call-log?&view=Detailed) , Only info related to call transfer is in call leg as given below:

{
      "action": "Transfer",
      "direction": "Outbound",
      "duration": 21,
      "extension": {
        "id": 249697004,
        "uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/249331004/extension/249697004"
      },
      "from": {
        "extensionId": "249697004",
        "name": "Nanda Kumar"
      },
      "legType": "TransferCall",
      "result": "Call connected",
      "startTime": "2019-07-18T08:46:36.185Z",
      "to": {
        "location": "Los Angeles , CA"
      },
      "transport": "PSTN",
      "type": "Voice"
}

Which does not have the proper `to` and `from` values.

phone rest api

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Joe Ramos commented · Aug 08, 2019 at 04:57 PM

I have the same issue, and would love a fix or best way. In my situation the end user has an extension and a direct number. In some cases, I am guessing on the warm transfer we get the receptionist, but not the end user. So we cannot total up the sales person calls and duration properly. Wanted to use legs, but how do we go about getting the correct leg? So non intuitive, please help!

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Answer 1 · 2019-07-30T19:05:05Z

Phong Vu answered Jul 30, '19 Joe Ramos commented Aug 8, '19

Is the transferred number under the same account? Does the extension have a direct number or just an extension number?

I run some test on the production environment and I got the "from" and "to" correctly. Are you able to test on the your production account?

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Joe Ramos commented · Aug 08, 2019 at 05:17 PM

I have the same issue, and would love a fix or best way. In my situation the end user has an extension and a direct number. In some cases, I am guessing on the warm transfer we get the receptionist, but not the end user. So we cannot total up the sales person calls and duration properly. Wanted to use legs, but how do we go about getting the correct leg? So non intuitive, please help!

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