Where to find Call Queue in Call Log Data

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question

nick-lagerquist5249 asked Jun 10, '18 nick-lagerquist5249 commented Jun 21, '18

Where to find Call Queue in Call Log Data

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?

call queues call logs

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Answer 1 · 2018-06-11T01:09:09Z

Tyler Liu answered Jun 11, '18 Tyler Liu commented Jun 12, '18

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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nick-lagerquist5249 commented · Jun 11, 2018 at 03:31 AM

Thanks for the response Tyler!

I've been looking at a few examples and am hoping you can provide further detail. I have some calls that have many legs, for example the ones I was looking at have 8 legs, with several queues/departments. If I filter call log data by each extension Id I see this same phone call each time as I would have expected. However, when viewing the reports in the Admin Portal these calls are tied to only a single queue. How is RingCentral deducing these calls with 8 legs down to a single queue?

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Tyler Liu ♦ commented · Jun 12, 2018 at 12:58 AM

Hi Nick, to be frank I never handle complicated call logs (which has as many as 8 legs). I find an article here: https://github.com/ringcentral/ringcentral-faq/blob/master/docs/call_log.md#how-do-i-know-that-two-c... It mentions a method to identify two legs as the same call. Maybe you can use this method to merge legs.

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Answer 2 · 2018-06-21T02:27:48Z

nick-lagerquist5249 answered Jun 21, '18 nick-lagerquist5249 commented Jun 21, '18

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
}
}]
}

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Tyler Liu ♦ commented · Jun 21, 2018 at 05:15 AM

Hi Nick,

I am unable to answer your question.

You can post your question here: https://glipped.herokuapp.com/

And you can also submit a support ticket.

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nick-lagerquist5249 commented · Jun 21, 2018 at 02:12 PM

Thanks Tyler! I will do that.

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