We have inbound calls that get transferred one or more times within the company. When I look at the json data for those multiple legs, there is nothing that ties them together. I saw a post from Benjamin Dean that states:
"You can use the 'sessionId' property as that is unique across multiple legs of a call. Does that answer your last question?"
https://devcommunity.ringcentral.com/ringcentraldev/topics/outbound-call-issue
In my json data, the sessionId changes for each leg. Is there some setting that I need to change so that the sessionId will stay the same for each leg of the call?
1) Do you experience the same issue with blind transfers? I am pretty sure that in case of blind transfer you will have the same session ID across all legs.
2) In case of warm transfer technically there are two separate calls so they have different session IDs. You are right, these calls are logically linked by transfer operation. At the moment we do not return any indication in a call log about such link but we can consider it as a future API enhancement. The way how we can implement it is returning previous session ID(s) along with current session ID (there may be a sequence of transfers). Will it solve your problem if call log will have this information?
Is this a bug in the software, as is alluded to in the post mentioned above, or am I missing something?
It depends on how you make/answer the call (on deskphone, softphone, mobile app, etc). There are some Knowledge Base articles you can check out:
https://support.ringcentral.com/article/Deskphones-Transfer-Calls.html
https://support.ringcentral.com/article/901.html
https://support.ringcentral.com/article/8051.html
In the last article - transfer button lets you choose warm or blind transfer.
Here is a discussion of the same issue:
https://devcommunity.ringcentral.com/ringcentraldev/topics/ringout-quirks
Hrm...that's a problem indeed. I was under the assumption that sessionId was supposed to be a unique identifier across multiple legs of a cal (and at first glance the numbers are nearly identical except for a single digit).
So I went to our engineering team and here is the answer they provided me:
Usually RingOut has just one presence event when "from" number is 1) either external PSTN number 2) or direct device (DL) number associated with extension.
In this particular case, there are really two sessions because you have specified your own RC phone number as a "from" number.If we need to forward our calls in a different way so that each leg can be tied together by sessionId, then we can do that.
Hi Brian,
Can you provide more details? Ideally HTTP Response trace showing multiple sessionId for different legs of the same call?
You can send it to the developer support team and create a support ticket.
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