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",
"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",
"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 Status | 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. |
| 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,
"call_duration": 314,
"hold_duration": 3,
"started_at": "2016-02-19T18:50:08.000Z",
"ended_at": "2016-02-19T18:55:22.000Z"
}
],
"consumer_in_menu_durations": [
{
"id": 100,
"event": "finished",
"duration": 238,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"started_at": "2016-02-19T18:50:08.000Z",
"ended_at": "2016-02-19T18:54:06.000Z"
}
],
"consumer_event_durations": [
{
"id": 10,
"type": "payment",
"event": "finished",
"duration": 20,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"started_at": "2016-02-19T18:54:38.000Z",
"ended_at": "2016-02-19T18:54:58.000Z"
},
{
"id": 11,
"type": "csat",
"event": "abandoned",
"duration": 4,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"started_at": "2016-02-19T18:54:39.000Z",
"ended_at": "2016-02-19T18:54:43.000Z"
}
],
"handle_durations": [
{
"id": 10001,
"agent_id": 5,
"acw_duration": 0,
"bcw_duration": 0,
"call_duration": 21,
"assigned_connection_duration": 10,
"hold_duration": 3,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"barged": 0,
"transfer": 0,
"transfer_id": null,
"transfer_cold": 0,
"started_at": "2016-02-19T18:54:18.000Z",
"ended_at": "2016-02-19T18:54:39.000Z",
"scheduled_at": null
},
{
"id": 10002,
"agent_id": 5,
"acw_duration": 25,
"bcw_duration": 0,
"call_duration": 0,
"assigned_connection_duration": 0,
"hold_duration": 0,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"barged": 0,
"transfer": 0,
"transfer_id": null,
"transfer_cold": 0,
"started_at": "2016-02-19T18:54:39.000Z",
"ended_at": "2016-02-19T18:55:04.000Z",
"scheduled_at": null
},
{
"id": 10003,
"agent_id": 12,
"acw_duration": 1,
"bcw_duration": 0,
"call_duration": 21,
"assigned_connection_duration": 5,
"hold_duration": 0,
"menu_path_id": 4,
"menu_path": "Deathstar/Returns",
"lang": "en",
"barged": 0,
"transfer": 1,
"transfer_id": 11,
"transfer_cold": 0,
"started_at": "2016-02-19T18:54:18.000Z",
"ended_at": "2016-02-19T18:54:39.000Z",
"scheduled_at": null
}
],
"queue_durations": [
{
"id": 20011,
"agent_id": 5,
"queue_duration": 12,
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": 0,
"transfer_id": null,
"transfer_cold": 0,
"started_at": "2016-02-19T18:54:06.000Z",
"ended_at": "2016-02-19T18:54:18.000Z",
"service_level_abandon_time_threshold": 10,
"service_level_event": "in_sla",
"service_level_target_percent": 90,
"service_level_target_time": 60
},
{
"id": 20012,
"agent_id": 12,
"queue_duration": 10,
"menu_path_id": 21,
"menu_path": "Deathstar/Returns",
"lang": "en",
"transfer": 1,
"transfer_id": 11,
"transfer_cold": 0,
"started_at": "2016-02-19T18:54:08.000Z",
"ended_at": "2016-02-19T18:54:18.000Z",
"service_level_abandon_time_threshold": 10,
"service_level_event": "not_in_sla",
"service_level_target_percent": 90,
"service_level_target_time": 60
}
],
"virtual_agent": {
"id": 10,
"name": "D2-R2"
},
"virtual_agent_deflected_escalations": [
{
"id": 1,
"deflection": "after_hours",
"escalation_id": 1,
"escalation_reason": "by_end_user_message",
"escalated_at": "2016-02-19T18:54:06.000Z",
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"virtual_agent": {
"id": 10,
"name": "D2-R2"
}
}
],
"virtual_agent_handle_durations": [
{
"id": 1,
"virtual_agent": {
"id": 10,
"name": "D2-R2"
},
"call_duration": 11,
"escalation_reason": "by_end_user_message",
"sentiment": 85,
"response_count": 11,
"fallback_response_count": 1,
"initiated_by": "end_user",
"menu_path_id": 11,
"menu_path": "Deathstar/Shipping",
"lang": "en",
"transfer": false,
"transfer_id": null,
"started_at": "2016-02-19T18:52:36.000Z",
"ended_at": "2016-02-19T18:54:06.000Z"
}
]
}
]
Status Code: 200