I have an API that retrieves the company's call log. When I download the detailed report manually from the platform there is a column called Forwarded To that contains some calls that can be inbound or outbound. I want to retrieve those calls as well with the call log API that I already have (or identify those calls if they are already being retrieved). I am not sure that there is an additional API just for those calls (if so, the suggestion is welcomed too).
Any help here is appreciated.
You referred to the call log data report from the service web portal (not the "platform" as you wrote), and the call log raw data from the API platform.
The call log data report from the service web is processed by the service web app. It parses the raw call data and displays only essential call data. It does not include other metadata such as the session id or the telephony session id etc.
The call log data returned from the /call-log API is raw data, which includes lots more metadata of a call record. However, there is no such a "Forwarded To" metadata in the raw call data. Instead, it is an internal routing and it has the same call record id, the same call session as the main incoming call.
So the "Forwarded To" leg is NOT a new call. It is not the same as "a "warm transfer" or a "blind transfer" call.
Thanks for your answer. So, is there a parameter that I can use to retrieve the leg and be able to identify if the call was transfered? I am struggling to identify these calls from the raw data extracted using the call log API.
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