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:

1. The incoming call that arrived for the user.
2. An outgoing call is created by the user when transferring the call to another user.
3. 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.

Hello Bhoobalan,

We are using Asterisk connector too.

The system display informations from the Call section.

When an incoming call is received you can do a process which open the customer page when an incoming call is inserted in the database.

On our system, each time we received an incoming call, a process (Incoming call recording process) is launched. This process is in the package CrtSLM. You should find it on your system because we can see that incoming calls are displayed on your screen.

So next action is build a process which open the contact page when a record is added, like this:

Hope it will help you !

Nico

LÉZORAY Nicolas,

Thanks for the insight shared, appreciate it!



I would like to know whether you're using this Asterisk call recording connector too (https://marketplace.creatio.com/app/asterisk-call-recorder-creatio).



I couldn't find the process "Incoming call recording process" in the system. Is it possible for you to export the BP and share it? It would be great If you could share the BP that you have added as an attachment (Open Page after an incoming call).





Best regards,

Bhoobalan PAlanivelu.



 

We are only using the asterisk connector :  https://academy.creatio.com/documents/administration/7-13/how-integrate…

We do not use the add-ons you mention for the connector.

The process "Incoming call recording process" is a process that we build ourself. I sent it to you in a Creatio personnal message.