A call object is created for every call that is to or from Contact Center AI Platform (CCAI Platform). See the following model to determine which fields might contain PII.
[
{
"id"
:
0
,
"parent_id"
:
0
,
"lang"
:
"en"
,
"call_type"
:
"Voice Inbound (App)"
,
"status"
:
"scheduled"
,
"sub_status"
:
"Scheduled: Disconnected by unknown"
,
"created_at"
:
"2018-06-07T19:49:52.896Z"
,
"queued_at"
:
"2018-06-07T19:49:52.896Z"
,
"assigned_at"
:
"2018-06-07T19:49:52.896Z"
,
"connected_at"
:
"2018-06-07T19:49:52.896Z"
,
"ends_at"
:
"2018-06-07T19:49:52.896Z"
,
"scheduled_at"
:
"2018-06-07T19:49:52.896Z"
,
"updated_at"
:
"2018-06-07T19:49:52.896Z"
,
"wait_duration"
:
0
,
//Deprecated, use queue_duration instead
"queue_duration"
:
0
,
"call_duration"
:
0
,
"hold_duration"
:
0
,
"rating"
:
0
,
"has_feedback"
:
true
,
"voip_provider"
:
"voip_provider_twilio"
,
"out_ticket_id"
:
"string"
,
"out_ticket_url"
:
"string"
,
"verified"
:
true
,
"recording_url"
:
"string"
,
"recording_permission"
:
"not_asked"
,
"voicemail_reason"
:
"not_voicemail"
,
"deflection"
:
"no_deflection"
,
"disconnected_by"
:
"disconnected_by_unknown"
,
"finish_reason"
:
"no_reason"
,
"fail_details"
:
"string"
,
"fail_reason"
:
"nothing"
,
"adapter_fail_code"
:
null
,
"adapter_fail_message"
:
null
,
"support_number"
:
"string"
,
"selected_menu"
:
{
"id"
:
0
,
"name"
:
"string"
,
"parent_id"
:
0
,
"position"
:
0
,
"deleted"
:
true
,
"hidden"
:
"string"
,
"menu_type"
:
"ivr_menu"
,
"output_msg"
:
"string"
},
"menu_path"
:
{
"items_count"
:
0
,
"name"
:
"string"
,
"materialized_path"
:
"string"
},
"agent_info"
:
{
"id"
:
0
,
"name"
:
"string"
,
//This may be considered PII
"last_name"
:
"string"
,
//This may be considered PII
"first_name"
:
"string"
,
//This may be considered PII
"agent_number"
:
"string"
,
"avatar_url"
:
"string"
},
"end_user"
:
{
"id"
:
0
,
//This may be considered PII
"identifier"
:
"string"
,
//This may be considered PII
"out_contact_id"
:
"string"
//This may be considered PII
},
"photos"
:
[
{
"id"
:
0
,
//This may be considered PII
"photo_type"
:
"photo"
,
//This may be considered PII
"url"
:
"string"
//This may be considered PII
}
],
"videos"
:
[
{
"id"
:
0
,
//This may be considered PII
"url"
:
"string"
//This may be considered PII
}
],
"transfers"
:
[
{
"id"
:
0
,
"status"
:
"transferring"
,
"fail_reason"
:
"nothing"
,
"created_at"
:
"2018-06-07T19:49:52.896Z"
,
"call_duration"
:
300
,
"wait_duration"
:
40
,
"assigned_at"
:
"2018-06-07T19:50:32.896Z"
,
"connected_at"
:
"2018-06-07T19:50:35.896Z"
,
"updated_at"
:
"2018-06-07T19:55:35.896Z"
,
"deflection"
:
0
,
"from_menu"
:
{
"items_count"
:
0
,
"name"
:
"string"
,
"materialized_path"
:
"string"
},
"to_menu"
:
{
"items_count"
:
0
,
"name"
:
"string"
,
"materialized_path"
:
"string"
},
"from_agent"
:
{
"id"
:
0
,
"name"
:
"string"
,
//This may be considered PII
"last_name"
:
"string"
,
//This may be considered PII
"first_name"
:
"string"
,
//This may be considered PII
"agent_number"
:
"string"
,
"avatar_url"
:
"string"
},
"to_agent"
:
{
"id"
:
0
,
"name"
:
"string"
,
//This may be considered PII
"last_name"
:
"string"
,
//This may be considered PII
"first_name"
:
"string"
,
//This may be considered PII
"agent_number"
:
"string"
,
"avatar_url"
:
"string"
}
}
],
"handle_durations"
:
[
{
"agent_id"
:
0
,
"acw_duration"
:
0
,
"call_duration"
0
,
"menu_path_id"
:
0
,
"wait_duration"
:
0
,
"lang"
:
"en"
,
"transfer"
:
false
,
"started_at"
:
"2019-07-17T07:27:14.000Z"
,
"ended_at"
:
"2019-07-17T07:27:20.000Z"
,
"event"
:
"call_finished"
}
],
"queue_durations"
:
[
{
"agent_id"
:
0
,
"queue_duration"
0
,
"menu_path_id"
:
0
,
"lang"
:
"en"
,
"transfer"
:
false
,
"started_at"
:
"2019-07-17T07:27:14.000Z"
,
"ended_at"
:
"2019-07-17T07:27:20.000Z"
,
"service_level_abandon_time_threshold"
:
10
,
"service_level_event"
:
"not_in_sla"
,
"service_level_target_percent"
:
90
,
"service_level_target_time"
:
60
,
"event"
:
"answered"
}
]
"participants"
:
[
{
"id"
:
0
,
"type"
:
"end_user"
,
"status"
:
"waiting"
,
"call_id"
:
0
,
"user_id"
:
0
,
//This may be considered PII
"end_user_id"
:
0
,
//This may be considered PII
"call_duration"
:
0
,
"hold_duration"
:
0
,
"connected_at"
:
"2018-06-07T19:49:52.896Z"
,
"ended_at"
:
"2018-06-07T19:49:52.896Z"
,
"fail_reason"
:
"nothing"
,
"adapter_fail_code"
:
null
,
"adapter_fail_message"
:
null
},
"offer_type"
:
null
,
"offer_events"
:
[],
"answer_type"
:
"manual"
,
"outbound_number"
:
null
,
"wait_time_sms"
:
[],
"in_call_sms"
:
[]
]
}
]
The status field can be in any of the following states:
| Call Status | Description |
|---|---|
| Selecting | State that occurs when an end user has called into the contact center, but is still navigating the menu options prior to call request from a leaf node. |
| Queued | State that occurs after the end user has selected a leaf menu node and initiated a call request to be deltcasted or multicasted to an agent. |
| Assigned | State that occurs when an agent is selected to received the end user call. This occurs when an agent picks up a call. |
| Connecting | State that occurs after an agent is assigned, and is waiting to be establish a connection between the end user and agent. |
| Connected | State that occurs when the call has established a connection and the agent and end user are both placed into a call. |
| Finished | State that occurs when an agent and end user's conversation ends a call without any errors. |
| Failed | State that occurs when a call ends because of an error. When this status is rendered, a failed reason will also be provided for more context |
| Switching | State that occurs when a call fails while trying to connect and CCAI Platform attempts to connect the call with a different VOIP provider. |
| Recovered | State that occurs when a failed call is called back. This new call is a child to the original call. Recovered notes that the call back is finished without error. |
| Scheduled | State that occurs when an end user has chosen to be called in the future as part of a deflection option or has selected to be called in the future using In-Web or In-App. |
| Action Only | State that occurs when a call that is handled by our client's own telephony provider is connected to our iOS or Android SDK. |
| Action Only Finished | State that occurs when a call that is handled by our client's own telephony provider is connected to our iOS or Android SDK and finishes |
| Deflected | State that occurs based on the configuration for overcapacity queues or after hour calls. Deflection options include voicemail, schedule call among others. Deflection will vary based on channel (In-app, IVR, In-web) |
| Voicemail | State that occurs when an end user is deflected to a voicemail option, and opts to leave a voicemail message to listened to later. This state is present when the end user is leaving the voicemail |
| Voicemail Received | State that occurs after an end user has left a voicemail and an agent has not listened to the voicemail |
| Voicemail Read | State that occurs when an agent has opened the voicemail to listen to. |
The call_type field can only be one of the following values
| Call type | Description |
|---|---|
| Voice Inbound (IVR) | Incoming PSTN call from an end user's phone. |
| Voice Inbound (App) | Incoming call made from within an iOS or Android application that uses our Mobile SDK. |
| Voice Callback (Web) | Incoming call request made from within our Web SDK |
| Voice Scheduled (App) | Call made from an agent to an end user that was pre-scheduled using the Mobile SDK scheduling capability. |
| Voice Scheduled (Web) | Call made from an agent to an end user that was pre-scheduled using our Web SDK scheduling capability |
| Voice Outbound | Call made from an agent to an end user dialed using the dial pad or other method to call an outside phone line. |
The service_level_event
field can only be one of the following values:
| Service Level Event | Description |
|---|---|
| in_sla | Call was answered within SLA |
| not_in_sla | Call was not answered within defined SLA |
| excluded | Call was not included in SLA calculation (e.g. if call was abandoned) |
The adapter_fail_code
and adapter_fail_message
fields can only be one of the following values if not null:
| Adapter fail code | Adapter fail message |
|---|---|
| 10001 | This call encountered an unexpected error. |
| 11001 | This call expired while waiting in queue. |
| 20001 | This call was cancelled by the customer. |
| 20002 | This call was rejected by the customer. |
| 20003 | This call was abandoned by the customer. |
| 20004 | This call was abandoned by the customer during menu selection. |
| 21001 | The call couldn't be connected; the customer's line is busy. |
| 21002 | The dialed phone number is invalid. |
| 21003 | This call was was not answered by the customer. |
| 22001 | The push notification to start this call failed to send. |
| 30001 | This call was cancelled. |
| 30002 | This expired call was not attended. |
| 31001 | Unable to detect microphone. Please check your device settings and try again. |
| 31002 | Unable to access microphone. Please check your device permissions and try again. |
| 32001 | The selected outbound number is invalid. |
| 32002 | Unable to connect call to the dialled phone number. |
| 41001 | An unexpected error occurred with the call connection. |
| 42001 | An unexpected error occurred with the call connection. |
| 43001 | This call has encountered an unexpected error. |
| 44001 | This call has encountered an unexpected error. |
| 44002 | This call is terminated because the connection timed out. |
| 44003 | This call has encountered an unexpected error. |
| 90001 | This call is terminated because no audio was detected. |
| 90002 | Unable to start the audio device. Please check your audio device permissions and try again. |
Calls
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
|
connected_at[from]
|
FALSE | Time in UTC | creates a lower bound of the connected at field. All records returned will be before the inputted value. |
|
connected_at[to]
|
FALSE | Time in UTC | creates an upper bound of the connected at field. All records returned will be before the inputted value. |
|
updated_at[from]
|
FALSE | Time in UTC | creates a lower bound of the updated at field. All records returned will be after the inputted value. |
|
updated_at[to]
|
FALSE | Time in UTC | creates an upper bound of the connected at field. All records returned will be before the inputted value. |
|
queued_at[from]
|
FALSE | Time in UTC | creates a lower bound of the queued at field. All records returned will be after the inputted value. |
|
queued_at[to]
|
FALSE | Time in UTC | creates an upper bound of the queued at field. All records returned will be before the inputted value. |
|
rating[from]
|
FALSE | Number 1-5 or null | creates a lower bound of the rating field. All records returned will be after the inputted value. |
|
rating[to]
|
FALSE | Number 1-5 or null | creates an upper bound of the rating field. All records returned will be before the inputted value. |
|
call_duration[from]
|
FALSE | Number | creates a lower bound of the call duration field. All records returned will be after the inputted value. |
|
call_duration[to]
|
FALSE | Number | creates an upper bound of the call duration field. All records returned will be before the inputted value. |
|
hold_duration[from]
|
FALSE | Number | creates a lower bound of the hold duration field. All records returned will be after the inputted value. |
|
hold_duration[to]
|
FALSE | Number | creates an upper bound of the hold duration field. All records returned will be before the inputted value. |
|
id[]
|
FALSE | Array[String] | Array of strings. ID of records to search and return. |
|
agent_id[]
|
FALSE | Array[String] | Filters response by agent id |
|
end_user_id[]
|
FALSE | Array[String] | Filters response based on the end user id |
|
call_status[]
|
FALSE | Array[String] | Return records of a given state in the call lifecycle. The possible values are: scheduled, queued, assigned, connecting, switching, connected, finished, failed, recovered, deflected, selecting, action_only, action_only_finished, voicemail, voicemail_received, voicemail_read |
|
call_fail_reason[]
|
FALSE | Array[String] | Returns records that have failed in a certain way. The possible values are: nothing, unknown, expired, eu_canceled, eu_rejected, eu_abandoned, eu_in_menu_abandoned, eu_busy, eu_wrong_number, eu_no_answer, eu_noti_failed, ag_canceled, ag_ignored, ag_mic_no_device, ag_mic_denied, voip_twilio_error, voip_tokbox_error, voip_invalid_token, voip_conn_general, voip_conn_timeout, voip_conn_signal |
|
verified[]
|
FALSE | Boolean | Returns records that either have been verified (True) or have not been verified (False) |
|
call_type[]
|
FALSE | Array[String] | Returns records of a given call type. The possible values are: IncomingCallApp, ScheduledCallApp, OutboundCall, AgentScheduledCall, IvrCall, IncomingCallWeb, ScheduledCallWeb, ActionOnlyCall |
|
support_number[]
|
FALSE | Array[String] | Filter by the phone number end user used to contact (only for IVR call) |
Endpoint:
Method:
GET
Type:
URL:
https:// {
{
subdomain }
}
. {
{
domain }
}
/manager/api/v1/calls
Headers:
| Key | Value | Description |
|---|---|---|
|
Content-Type
|
application/json |
More example Requests/Responses:
Example request: Calls
Body: None
Example response: Calls
[
{
"id"
:
1
,
"lang"
:
"en"
,
"call_type"
:
"Voice Inbound (App)"
,
"status"
:
"finished"
,
"created_at"
:
"2016-02-19T18:53:56.000Z"
,
"queued_at"
:
"2016-02-19T18:53:57.000Z"
,
"assigned_at"
:
"2016-02-19T18:53:58.000Z"
,
"connected_at"
:
"2016-02-19T18:54:18.000Z"
,
"ends_at"
:
"2016-02-19T18:54:39.000Z"
,
"updated_at"
:
"2016-02-19T18:54:39.000Z"
,
"scheduled_at"
:
null
,
"queue_duration"
:
22
,
"wait_duration"
:
22
,
"call_duration"
:
21
,
"hold_duration"
:
0
,
"rating"
:
null
,
"has_feedback"
:
false
,
"voip_provider"
:
"voip_provider_twilio"
,
"out_ticket_id"
:
null
,
"out_ticket_url"
:
null
,
"verified"
:
false
,
"recording_url"
:
null
,
"recording_permission"
:
"not_asked"
,
"voicemail_reason"
:
"not_voicemail"
,
"deflection"
:
"no_deflection"
,
"disconnected_by"
:
"disconnected_by_unknown"
,
"fail_reason"
:
"nothing"
,
"fail_details"
:
null
,
"recordings"
:
[
{
"id"
:
7
,
"call_id"
:
1
,
"conference_sid"
:
"CF50ec183fafcff801226b6fc332EC02ba7c4"
,
"duration"
:
20
,
"recording_type"
:
"default"
,
"redaction_times"
:
[
{
"start"
:
"2016-02-19T18:54:23.000Z"
,
"end"
:
"2016-02-19T18:54:25.000Z"
,
"duration"
:
2.000
,
"start_agent_id"
:
2
,
"end_agent_id"
:
2
}
],
"started_at"
:
"2016-02-19T18:54:18.000Z"
}
],
"support_number"
:
"+12128675309"
,
"selected_menu"
:
{
"id"
:
11
,
"name"
:
"Carpentry"
,
"parent_id"
:
1
,
"position"
:
1
,
"deleted"
:
false
,
"hidden"
:
false
,
"menu_type"
:
"ivr_menu"
,
"output_msg"
:
"Thanks for calling Death Star Carpentry"
},
"menu_path"
:
{
"items_count"
:
1
,
"name"
:
"Carpentry"
,
"materialized_path"
:
"Death Star/Carpentry"
},
"queue_priority_level"
:
0
,
"end_user"
:
{
"id"
:
3
,
"identifier"
:
"Death Star Carpentry Union"
,
"out_contact_id"
:
"363876643527"
},
"photos"
:
[{
"id"
:
0
,
"photo_type"
:
"photo"
,
"url"
:
"www.photolocation.co/photo/123456868686"
}],
"videos"
:
[{
"id"
:
0
,
"url"
:
"www.videolocation.co/video/123456868686"
}],
"transfers"
:
[{
"id"
:
11
,
"status"
:
"transferring"
,
"fail_reason"
:
"nothing"
,
"created_at"
:
"2016-02-19T18:58:18.000Z"
,
"from_menu"
:
{
"items_count"
:
2
,
"name"
:
"Cabinetry"
,
"materialized_path"
:
"Death Star/Cabinetry"
},
"to_menu"
:
{
"items_count"
:
2
,
"name"
:
"Carpentry"
,
"materialized_path"
:
"Death Star/Carpentry"
},
"from_agent"
:
{
"id"
:
2
,
"name"
:
"San Holo"
,
"last_name"
:
"San"
,
"first_name"
:
"Holo"
,
"agent_number"
:
"6"
,
"avatar_url"
:
"www.avatarurl.co/avatar/1234543"
},
"to_agent"
:
{
"id"
:
0
,
"name"
:
"Farrison Hord"
,
"last_name"
:
"Farrison"
,
"first_name"
:
"Hord"
,
"agent_number"
:
"12"
,
"avatar_url"
:
"www.avatarurl.co/avatar/1234545"
}
}],
"participants"
:
[
{
"id"
:
5
,
"type"
:
"end_user"
,
"status"
:
"finished"
,
"call_id"
:
3
,
"user_id"
:
null
,
"end_user_id"
:
3
,
"call_duration"
:
21
,
"hold_duration"
:
null
,
"connected_at"
:
"2016-02-19T18:54:18.000Z"
,
"ended_at"
:
"2016-02-19T18:54:39.000Z"
,
"fail_reason"
:
"nothing"
},
{
"id"
:
3
,
"type"
:
"agent"
,
"status"
:
"finished"
,
"call_id"
:
3
,
"user_id"
:
5
,
"end_user_id"
:
null
,
"call_duration"
:
21
,
"hold_duration"
:
null
,
"connected_at"
:
"2016-02-19T18:54:18.000Z"
,
"ended_at"
:
"2016-02-19T18:54:39.000Z"
,
"fail_reason"
:
"nothing"
},
{
"id"
:
6
,
"type"
:
"agent"
,
"status"
:
"finished"
,
"call_id"
:
3
,
"user_id"
:
12
,
"end_user_id"
:
null
,
"call_duration"
:
21
,
"hold_duration"
:
null
,
"connected_at"
:
"2016-02-19T18:54:18.000Z"
,
"ended_at"
:
"2016-02-19T18:54:39.000Z"
,
"fail_reason"
:
"nothing"
}
],
"offer_type"
:
"cascade"
,
"offer_events"
:
[
{
"casting_time"
:
"2018-11-12T15:52:38.000Z"
,
"group"
:
"Group 1"
}
],
"answer_type"
:
"manual"
,
"outbound_number"
:
null
,
"dispositions"
:
[
{
"user_id"
:
3
,
"participant_id"
:
225
,
"code"
:
"Product question"
},
{
"user_id"
:
3
,
"transfer_id"
:
1
,
"participant_id"
:
226
,
"code"
:
"Requires follow up"
}
],
"consumer_handle_durations"
:
[
{
"id"
:
100
,
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}
]
Status Code: 200
