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Where to find Call Queue in Call Log Data

Tags: call queues, call logs

Jun 10, 2018 at 8:44am • 2 replies • 0 likes

nick-lagerquist

In the RingCentral Admin Portal you can get reports on call queues and even see the detailed call records with their respective queue. How do I go about getting the queue associated with a call from the RingCentral API? I am currently hitting the "Get Call Log Records by Filter" endpoint and storing the top level detail (id, sessionId, duration, direction, etc...) but the queue is not provided. Do I need to traverse the legs list to determine the queue or is there another endpoint that provides the queue for each call record? If I need to traverse the legs list, how do I determine what leg to stop at for the queue?

2 Answers

nick-lagerquist answered on Jun 20, 2018 at 7:27pm

Thanks again for the reply Tyler!
I looked at that article but it doesn't seem to address the question I'm trying to answer.

Below is an example of a call I'm trying to tie to a queue/department. There are two queues at the bottom and I would have expected RingCentral to report on the final queue (BUYER General Support) in the admin portal but the second to last one (BUYER Recruiting) was used for reporting. How/why did RingCentral choose this queue for reporting?

Is there someone else at RingCentral that may be able to shed more light on this?

{
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/call-log/BKZGZCR0FD0gjUA?view=Detail...;,
"id": "BKZGZCR0FD0gjUA",
"sessionId": "56209146027",
"startTime": "2018-06-07T21:18:28.498Z",
"duration": 334,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########"
},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027";,
"id": "930120649027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027/content";
},
"transport": "PSTN",
"lastModifiedTime": "2018-06-07T21:24:18.573Z",
"billing": {
"costIncluded": 0.234,
"costPurchased": 0.000
},
"legs": [{
"startTime": "2018-06-07T21:18:28.498Z",
"duration": 334,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########"
},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027";,
"id": "930120649027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027/content";
},
"transport": "PSTN",
"billing": {
"costIncluded": 0.234,
"costPurchased": 0.000
},
"legType": "Accept",
"master": true
}, {
"startTime": "2018-06-07T21:18:28.527Z",
"duration": 31,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",
"name": "Company Opening"
},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"transport": "PSTN",
"legType": "Accept",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:19:00.378Z",
"duration": 20,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",
"name": "Support Opening"
},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"transport": "PSTN",
"legType": "Accept",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:19:20.696Z",
"duration": 23,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",
"name": "Buyer"
},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"transport": "PSTN",
"legType": "Accept",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:19:44.613Z",
"duration": 112,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",

"name": "BUYER Recruiting"   -----------Queue in RingCentral admin portal

},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930119344027";,
"id": "930119344027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930119344027/content";
},
"transport": "PSTN",
"legType": "Accept",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:19:49.649Z",
"duration": 106,
"type": "Voice",
"direction": "Outbound",
"action": "VoIP Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",
"location": "Twin Cities, MN"
},
"from": {
"phoneNumber": "+###########",
"name": "Bill Willis",
"device": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/device/extension_id";,
"id": "extension_id"
}
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930119344027";,
"id": "930119344027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930119344027/content";
},
"transport": "VoIP",
"legType": "PstnToSip",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:21:36.806Z",
"duration": 146,
"type": "Voice",
"direction": "Inbound",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",

"name": "BUYER General Support"   ------------------Final Queue

},
"from": {
"phoneNumber": "+###########",
"name": "LIVENATION",
"location": "Denver, CO"
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027";,
"id": "930120649027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027/content";
},
"transport": "PSTN",
"legType": "Accept",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}, {
"startTime": "2018-06-07T21:21:41.861Z",
"duration": 137,
"type": "Voice",
"direction": "Outbound",
"action": "VoIP Call",
"result": "Accepted",
"to": {
"phoneNumber": "+###########",
"location": "Twin Cities, MN"
},
"from": {
"phoneNumber": "+###########",
"name": "Paul Shaffer",
"device": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/device/extension_id";,
"id": "extension_id"
}
},
"recording": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027";,
"id": "930120649027",
"type": "Automatic",
"contentUri": "https://media.ringcentral.com/restapi/v1.0/account/account_#/recording/930120649027/content";
},
"transport": "VoIP",
"legType": "PstnToSip",
"extension": {
"uri": "https://platform.ringcentral.com/restapi/v1.0/account/account_#/extension/extension_id";,
"id": extension_id
}
}]
}

Tyler Liu answered on Jun 10, 2018 at 6:09pm

A call queue / department is just a special extension. Could you please try to filter call log data by extension Id?

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