News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Developers
Issue with call log and warm transfers
Tags: call logs, call forwarding
May 12, 2021 at 2:58pm   •   1 replies  •  0 likes
Brandon Poindexter

I am using the API to load call logs into our on premise database server. I am finding that calls where a receptionist makes a warm transfer to another employee creates a situation where the employee's call log shows the call as being from the receptionist, and NOT from the original caller.

This is causing a problem for our compliance department and it also defeats the purpose of having any analytics. How can I match a call represented by a warm transfer to the original caller, and not the receptionist that transferred it?

Edit to add: I am wondering if the TelephonySessionId field in a call log record would be a way to create this link. I know it's at least nominally possible, because the RingCentral's analytics page makes the associations correctly.

1 Answer
answered on May 19, 2021 at 7:36am  

I am aware of the missing info of call transfer data in the call log. Unfortunately, there is no direct solution for this problem. But you can work around the problem by using the telephony session event notification to track transfer calls and there is a way to match the original caller.

Let me know if you want to explore this option.


A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

Developer Platform
Integrated Apps
App Gallery
Developer support
Games and rewards

Resource center
Product Releases
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us