Call Log Details: Call Park / Pickup

Hello, I am using this endpoint: /phone/call_logs/{id} to get the call log details for each call log. My question is:

When a call is parked and picked up by another extension, how do I know which was the original call? There is no indication of this neither in the log_details property of both generated call logs, and there is no pattern like with blind transfers (CALL_ID, CALL_ID_1, CALL_ID_2, …, CALL_ID_N)

Hi @jose

Have you looked into this endpoint?

I see that we have a field for hold_time and another one for forward_to, would that be enough for your use case?

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": ""
  }
]

Anyone from support/developers?

Hi @jose
The first log that you get with a result of call connected, is the original call as you can also confirm that with the date_Time

Hi Elisa, I know the first log is the original call, but how do I link the second log to the original call to know who picked up the call?

@elisa.zoom, anyone from the developer team who could throw some light here?

Have you been able to test if the order of the call logs, follows the order that the calls were answered? @jose
Unfortunately I do not have the right test environment to test this on my end so I am curious to know if you notice any patter on the data that is being returned in the response.

Yes, I did follow the logs in order, but there is no indication in any of the log details stating that the call was parked. Please look at the logs I posted; they are in order.

I am using events from webhooks now to see if I can get around this. Also, I noticed that not all webhook events in the documentation are listed at the webhook creation time, meaning there is no way to specify that I want to receive these events on the webhook setup page.

For example, this event is listed in the docs but not in the webhook setup page: phone.blind_transfer_initiated

Also, there are missing events in the documentation, like these: phone.callee_parked and phone.caller_parked

Any help is appreciated @elisa.zoom

Hi @jose
Thanks for sharing more details with me.
I can see that the events phone.called_parked and phone.caller_parked are missing from our Docs, I will go ahead and reach out to our Documentation team about this.

For the phone.blind_transfer_initiated, I do not see it on my end either. Let me create an internal ticket with our Engineering team about this and will get back to you.

I will also submit a question to our Engineering team to see if we can include or if there is any indication in the log details about a call being parked.

Cheers,
Elisa

any updates on the call park/pickup issue?

I do not have any updates so far