Hello,
we use Asterisk for our call center, and would like to handle call forwarding properly :
for now, in the case of call forwarding, the talktime is recorded on the first call receiver, we would like to record the talk time to the proper user.
In our system, the [Call] object has some fields which are not populated : RedirectingId, RedirectionId.
If it was, it would allow us to make a process to fix this.
Is there a way to populate the RedirectingId and RedirectionId ?
Or is there another way to reach our goal ?
Regards,
Patrice
Like
Hello,
At the moment, filling in the fields ParentCallId, RedirectingId, and RedirectionId is not implemented. When a call is redirected, three records are created:
- The incoming call that arrived for the user.
- An outgoing call is created by the user when transferring the call to another user.
- An incoming call for the second user who accepted the transferred call.
Unfortunately, based solely on the call statuses, it is not possible to definitively determine whether the call was redirected according to the system's data. As an option, you can try implementing logic to populate the aforementioned fields as part of your project.
In [Call] object, there is also IntegrationId field, which is filled with a concatenation of time stamp and ids but i can not figure what these ids are related to...
Hello,
For each of the operators, the time will be recorded following the same logic: when the phone started ringing when it was picked up, when it was put on hold, and when it was hung up.
In this case, it is necessary to clarify how transferring a call to another operator affects the call duration of the first operator. The first operator is no longer speaking with the customer, so where is this time supposed to be added?
Conversely, the second operator to whom the call was transferred, had not been speaking with the customer before the call was transferred to them, so where should this time be attributed?
Hi Sergii,
According to the developer documentation, the transfer does not seem to be really handled, there is start / hold / drop events, not transfer.
Maybe it's still something to be ?
Maybe i'm misunderstanding the way phone actions actually works ?
Maybe it's a Asterisk configuration thing or something ?
Hello,
At the moment, filling in the fields ParentCallId, RedirectingId, and RedirectionId is not implemented. When a call is redirected, three records are created:
- The incoming call that arrived for the user.
- An outgoing call is created by the user when transferring the call to another user.
- An incoming call for the second user who accepted the transferred call.
Unfortunately, based solely on the call statuses, it is not possible to definitively determine whether the call was redirected according to the system's data. As an option, you can try implementing logic to populate the aforementioned fields as part of your project.
Is the functionality that populates the parentId and redirectionId fields, available in the new Asterisk connector ?
actually, we have not found how to identify that it is a transfer with the 3 lines created.
Hello,
Currently, for the AsteriskV2 connector, the fields RedirectionId and RedirectingId are not populated. However, we have plans to implement this in the future. We have already registered the idea for our R&D team to implement this functionality in further releases.