There is no use for the hold_time
; it only says the time the call was on hold at that step. Regarding the forward_to
field, it doesn’t have the information required. I gonna put two examples: one inbound call that was parked and one outbound call that was parked as well. Here they are:
Inbound call: 8329165020 → Auto Receptionist → Ext 802 → Parked → Ext 803 Picked up the call:
[
{
"id": "a3ac3e65-e2f4-4575-8dfe-fa62ee4fe099",
"call_type": "voip",
"caller_number": "+18329165020",
"caller_number_type": 2,
"caller_number_source": "external",
"caller_name": "INTERACTIVETEL",
"callee_number": "801",
"callee_number_type": 1,
"callee_name": "Main Auto Receptionist",
"direction": "inbound",
"duration": 7,
"result": "Call connected",
"date_time": "2023-11-02T18:39:28Z",
"path": "autoReceptionist",
"has_recording": false,
"has_voicemail": false,
"log_details": [
{
"id": "e1694e3a-0266-41a6-b3a3-e3f3ba45c14e",
"caller_number_source": "external",
"duration": 0,
"result": "802",
"date_time": "2023-11-02T18:39:37Z",
"path": "ivrMenu",
"caller_country_code": "1",
"caller_country_iso_code": "US",
"department": "",
"cost_center": ""
},
{
"id": "a6c79485-fbd7-40b1-b025-2de11a53b833",
"caller_number_source": "external",
"duration": 0,
"result": " ",
"date_time": "2023-11-02T18:39:37Z",
"path": "pstn",
"forward_to": {
"type": "user",
"name": "Jose Rodriguez",
"id": "x4wGYHDjTPmq-HD5nwkciQ",
"extension_number": "802"
},
"caller_country_code": "1",
"caller_country_iso_code": "US",
"department": "",
"cost_center": ""
},
{
"id": "58bedc69-c078-4d78-8105-4345b557a028",
"call_type": "voip",
"caller_number_source": "external",
"duration": 7,
"result": "Auto Recorded",
"date_time": "2023-11-02T18:39:37Z",
"path": "pstn",
"recording_id": "58bedc69c0784d7881054345b557a028",
"recording_type": "Automatic",
"forward_to": {
"type": "user",
"name": "Jose Rodriguez",
"id": "x4wGYHDjTPmq-HD5nwkciQ",
"extension_number": "802"
},
"caller_country_code": "1",
"caller_country_iso_code": "US",
"callee_did_number": "+12814071226",
"callee_country_code": "1",
"callee_country_iso_code": "US",
"answer_start_time": "2023-11-02T18:39:40Z",
"call_end_time": "2023-11-02T18:39:47Z",
"department": "",
"cost_center": ""
}
],
"call_id": "7296936268145084230",
"caller_country_code": "1",
"caller_country_iso_code": "US",
"callee_did_number": "+12814071226",
"callee_country_code": "1",
"callee_country_iso_code": "US",
"answer_start_time": "2023-11-02T18:39:28Z",
"department": "",
"cost_center": ""
},
{
"id": "461b71e7-ee9e-4041-b6c0-8aa51e2866b2",
"call_type": "voip",
"caller_number": "803",
"caller_number_type": 1,
"caller_name": "Phone API",
"callee_number": "*817",
"callee_number_type": 2,
"callee_number_source": "external",
"direction": "outbound",
"duration": 10,
"result": "Auto Recorded",
"date_time": "2023-11-02T18:40:00Z",
"path": "parkPickup",
"recording_id": "461b71e7ee9e4041b6c08aa51e2866b2",
"recording_type": "Automatic",
"has_voicemail": false,
"log_details": [],
"call_id": "7296936405584038817",
"call_end_time": "2023-11-02T18:40:11Z",
"department": "",
"cost_center": ""
}
]
Outbound call: Ext 803 → 8329165020 → Parked → Ext 803 Picked up the call:
[
{
"id": "a9c7594d-4568-4323-a200-26614c851836",
"call_type": "pstn",
"caller_number": "802",
"caller_number_type": 1,
"caller_name": "Jose Rodriguez",
"callee_number": "+18329165020",
"callee_number_type": 2,
"callee_number_source": "external",
"callee_location": "Texas",
"direction": "outbound",
"duration": 18,
"result": "Auto Recorded",
"date_time": "2023-11-02T18:18:40Z",
"path": "pstn",
"recording_id": "a9c7594d45684323a20026614c851836",
"recording_type": "Automatic",
"has_voicemail": false,
"log_details": [],
"call_id": "7296930908024897002",
"caller_did_number": "+12814071226",
"caller_country_code": "1",
"caller_country_iso_code": "US",
"callee_did_number": "+18329165020",
"callee_country_code": "1",
"callee_country_iso_code": "US",
"call_end_time": "2023-11-02T18:19:05Z",
"department": "",
"cost_center": ""
},
{
"id": "19a00b04-6d21-4b6c-92e0-28f10cb6fa40",
"call_type": "voip",
"caller_number": "803",
"caller_number_type": 1,
"caller_name": "Phone API",
"callee_number": "*815",
"callee_number_type": 2,
"callee_number_source": "external",
"direction": "outbound",
"duration": 11,
"result": "Auto Recorded",
"date_time": "2023-11-02T18:19:29Z",
"path": "parkPickup",
"recording_id": "19a00b046d214b6c92e028f10cb6fa40",
"recording_type": "Automatic",
"has_voicemail": false,
"log_details": [],
"call_id": "7296931118478279902",
"call_end_time": "2023-11-02T18:19:40Z",
"department": "",
"cost_center": ""
}
]