Unable to get team details in call details

Product
1

Hi Team,

I am having a requirement when a call is a transfer to an available agent(Agent A) in a particular team. if A is in multiple teams. before A pics call need to fetch the team details

I didn’t found assigned team details in the call details can you help how to proceed with this?

Thanks,
Tejasri

2

Can you please check Freshcaller ( /api/v1/users/:user_id) which has teams in response in form of array. You can use the ids to fetch team details via /api/v1/teams/:team_id.

1 Like
4

@ManiDeepak_Vandrangi I agree with you but user or agent has in multiple teams(A and B) than how to find from which team call got transferred to?

5

You can find the agent’s team ID in Product Events callObject under assigned_team_id attribute.

6

yes @ManiDeepak_Vandrangi, I tried using call update event which is in product events but the assigned team id and assigned team name results are coming null

7

Is the assigned_team_id value coming as null even for inbound calls? For outbound calls, it will come as null.

9

For ibound calls also team id is null
Looks like both source agent and destination agent payloads are the same

{
  phone_number: '+12015844716',
  root_call_id: null,
  created_time: '2021-06-02T13:42:05.972Z',
  call_notes: 'with will transfer to one agent in multiple teams',
  assigned_ivr_id: null,
  assigned_team_id: null,
  integrated_resources: [
    
  ],
  assigned_call_queue_name: 'Global Queue',
  phone_number_id: 56151,
  participants: [
    {
      participant_type: 'Customer',
      duration: null,
      caller_number: '+18565021484',
      created_time: '2021-06-02T13:42:06.174Z',
      connection_type: 0,
      enqueued_time: null,
      cost_unit: 'usd',
      caller_id: 20276641,
      duration_unit: 'seconds',
      caller_name: '+18565021484',
      id: 81767652,
      cost: 0.0085,
      participant_id: 26557946,
      updated_time: '2021-06-02T13:43:53.479Z',
      call_id: 81767720,
      call_status: 1
    },
    {
      participant_type: 'Agent',
      duration: 51,
      caller_number: null,
      created_time: '2021-06-02T13:42:16.690Z',
      connection_type: 1,
      enqueued_time: null,
      cost_unit: 'usd',
      caller_id: null,
      duration_unit: 'seconds',
      caller_name: null,
      id: 99395393,
      cost: null,
      participant_id: 91968,
      updated_time: '2021-06-02T13:43:18.455Z',
      call_id: 81767720,
      call_status: 1
    }
  ],
  recording_to_redact: null,
  direction: 'incoming',
  assigned_call_queue_id: 70748,
  assigned_team_name: null,
  id: 81767720,
  parent_call_id: null,
  bill_duration: 72,
  bill_duration_unit: 'seconds',
  assigned_agent_name: 'Projteam A Artis',
  updated_time: '2021-06-02T13:43:51.735Z',
  recording: {
    duration: 50,
    url: 'https://artissolcallcenter.freshcaller.com/api/v1/calls/81767720/recording/40399442',
    duration_unit: 'seconds',
    id: 40399442,
    transcription_url: null
  },
  assigned_ivr_name: null,
  assigned_agent_id: 91968
}

this is the payload for an incoming call that is transferred(cold) to an agent, this for destination agent before picks the call payload i need before destination agent pick a call team details

1 Like
10

@ManiDeepak_Vandrangi

Please can you help Tejaswi with her query

We have a customer waiting on this

2 Likes