Welcome to the RingCentral Community

Hi Phong. Thanks for your reply. Yes. You were right about the incoming caller dialing into the company main number IVR and then selecting an IVR option. Not calling directly to a call queue. From your example. It looks like the answer is the same either way. That an extensionId is provided that corresponds to an IVR extensionId or call queue extensionId. It seems that you did get me to something that I can make work. My webhook notifications are NOT sending over the IVR menu name or call queue name. After seeing what you posted. I realized that the parties[0].to.extensionId contains an id that corresponds to the call queue name or ivr option that the caller has pressed. I just have to know the name that corresponds to the extensionId that's being provided to solve for the answer. The name and phone never updates and just remains as "Main IVR Menu" throughout all of the event notifications.

Would this be something that is fixable? I did used to get the IVR/Queue name included in my notifications.

Picture below. The extensionId DOES update and correspond to a callQueue that the caller is sent to after they choose an option inside the IVR. The name field never updates and just remains "Main IVR Menu" That's why I didn't find it sooner. Thanks


PS my call queues are named the same as my IVR options, that's why I refer to them interchangably.

What you explained in your question is not a call queue call. It sounds like an IVR option.

Here is an example of a telephony session event of an incoming call to a call queue and you should be able to see the call queue name.

{
  "uuid": "1828384886560605075",
  "event": "/restapi/v1.0/account/80964XXXX/extension/6249888XXXX/telephony/sessions",
  ...
  "body": {
    "sequence": 3,
    ...
    "parties": [
      {
        "accountId": "80964XXXX",
        "extensionId": "6249888XXXX", // Call queue extension id
        "id": "p-a0d7bf2071adez18e3304bdc3z2a513480000-2",
        "direction": "Inbound",
        "to": {
          "phoneNumber": "+1209248XXXX", // Call queue direct number
          "name": "My demo queue", // Call queue name
          "extensionId": "6249888XXXX" // Call queue extension id
        },
        "from": {
          "phoneNumber": "+1650224XXXX"
        },
        "status": {
          "code": "Setup",
          "rcc": false
        },
        ...
      }
    ],
    "origin": {
      "type": "Call"
    }
  }
}

But if you really meant a call to an IVR, then here is an example of a telephony session event of an incoming call to an IVR menu extension.

{
  "uuid": "572214196799892212",
  "event": "/restapi/v1.0/account/80964XXXX/extension/6235322XXXX/telephony/sessions",
  ...
  "body": {
    "sequence": 3,
    ...
    "parties": [
      {
        "accountId": "80964XXXX",
        "extensionId": "6235322XXXX", // IVR extension id
        "id": "p-a0d17b907ef0dz18e331190caz2a569090000-2",
        "direction": "Inbound",
        "to": {
          "phoneNumber": "+1209788XXXX", // IVR direct number
          "name": "Paco IVR", // IVR menu name
          "extensionId": "6235322XXXX" // IVR extension id
        },
        "from": {
          "phoneNumber": "+1650224XXXX",
          "name": "WIRELESS CALLER"
        },
        "status": {
          "code": "Setup",
          "rcc": false
        },
        ...
      }
    ],
    "origin": {
      "type": "Call"
    }
  }
}