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bryan-bojorque asked ·

Sandbox vs Production weird behaviors Active Calls not available

So in sandbox when we initiate a call it will appear in the active call response and after we ended the call when we query the active calls the last call will be listed and some details into it such as call duration etc. But in the production environment it seems that when we ended the call there are no more active calls available. Is it an api issue or are there any settings in the admin portal that affects this behavior? 
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bryan-bojorque answered ·
https://devcommunity.ringcentral.com/ringcentraldev/topics/active-calls-question

Active call logs API not only keeps the track of Active calls but also keeps the track of most recent calls. The recent calls stays in the Active calls for 20-40 min.
While it takes sometime for the most recent call to appear in the call-logs generated by call log API, Active Call API  allows the look up for the most recent call as well as the on going call data.  
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That community response may be out of date (since it is a couple of years old). It should be 3-5 minutes for the duration that Active Calls are available once completed.

Could you retest using the metric that I have indicated, and confirm 3-5 minutes is the correct duration in which closed calls are visible in Active Calls API requests please?
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I did test it sir immediately query get active calls after the call was ended and it seems like the latest ended call is not being listed. Not unlike the sandbox api.
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Could you please provide the following information to help me diagnose if this needs escalated to our Engineering team for review:

1. The full API request (headers, body, footers) being used to request your ActiveCalls data.
2. The full response from the previous request (with headers, body, footers)
3. A screenshot of your call in the softphone being made (to support the request data being returned)
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