Good day,
We're using the official Zoho CRM integration template for call journaling (currently on template Version 40, SupportsTranscription="true"). In the CreateCallActivity scenario, Call_Duration is built from [DurationTimespan]:
<Value Key="Call_Duration">[toint32([[DurationTimespan].get_TotalMinutes()]).ToString("00")]:[[DurationTimespan].ToString("ss")]</Value>
As far as we can tell, [DurationTimespan] reflects the total call session length — ring/queue time, hold, and any transfer/consult legs included — not just the time the parties were actually talking.
We've noticed that 3CX's XAPI reporting endpoints (CallHistoryView / ReportCallLogData) already expose RingingDuration and TalkingDuration as separate fields per call segment, so the underlying data clearly exists somewhere in the platform — it just doesn't seem to be surfaced as a predefined variable inside the CRM Integration Template engine.
Our situation: Call_Duration in Zoho is used downstream by a third-party tool that fetches the linked recording and compares its length against the reported duration to sanity-check completeness. Because Call_Duration currently includes ring/hold/transfer time, it doesn't match the length of the actual conversation captured in the recording, and this is throwing off that check.
Questions:
1. Is there any supported way to get actual talking-time-only duration into a CRM template variable (e.g. in the ReportCall/CreateCallActivity scenarios), either now or on a roadmap?
2. If not, is querying the XAPI reporting endpoints separately after journaling and patching Call_Duration afterward the recommended approach, or is there a better-supported pattern for this that we're missing?
Thank you in advance!
We're using the official Zoho CRM integration template for call journaling (currently on template Version 40, SupportsTranscription="true"). In the CreateCallActivity scenario, Call_Duration is built from [DurationTimespan]:
<Value Key="Call_Duration">[toint32([[DurationTimespan].get_TotalMinutes()]).ToString("00")]:[[DurationTimespan].ToString("ss")]</Value>
As far as we can tell, [DurationTimespan] reflects the total call session length — ring/queue time, hold, and any transfer/consult legs included — not just the time the parties were actually talking.
We've noticed that 3CX's XAPI reporting endpoints (CallHistoryView / ReportCallLogData) already expose RingingDuration and TalkingDuration as separate fields per call segment, so the underlying data clearly exists somewhere in the platform — it just doesn't seem to be surfaced as a predefined variable inside the CRM Integration Template engine.
Our situation: Call_Duration in Zoho is used downstream by a third-party tool that fetches the linked recording and compares its length against the reported duration to sanity-check completeness. Because Call_Duration currently includes ring/hold/transfer time, it doesn't match the length of the actual conversation captured in the recording, and this is throwing off that check.
Questions:
1. Is there any supported way to get actual talking-time-only duration into a CRM template variable (e.g. in the ReportCall/CreateCallActivity scenarios), either now or on a roadmap?
2. If not, is querying the XAPI reporting endpoints separately after journaling and patching Call_Duration afterward the recommended approach, or is there a better-supported pattern for this that we're missing?
Thank you in advance!
