API tracking call queue calls

Discussion in 'Windows' started by ben.tggc, Oct 23, 2014.

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  1. ben.tggc

    Oct 23, 2014
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    I'm having trouble tracking calls made to call queues using the api (base on sample ActiveCalls_QueueCalls).

    I can track new calls made to the digital receptionist fine and recieve the callID/HistoryIDofTheCall (ID1) to track but when the call is transference into a queue,

    • Root.Deleted event is made with the callID (ID1),
      Root_Updated event, a new callID (ID2) appears in the ringing status,
      Every 30 secs a Deleted event for ID2 is made and a new ringing status is created ID3, ect,
      When the call is answered ID1 appears in the ringing status as well as being answered.
      Call ID3 then has a delete event.
      At the then when the call is ended a delete event for ID1 is made.

    So my question is how can I track the flow of ID1 and accurately log,

    • New call is made,
      Entered a queue,
      Agent (extension) it is ringing while in the queue,
      Agent who answers,
      When the call is ended at any point.

    At the moment it doesn't seem possible as it doesn't keep the same ID throughout the call life and shows up as being ended in the delete event twice (once when being transferred into the queue, once at the end).


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