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Call Participant Connected Time and Multiple Customer Participants in Same Outbound Interaction

  • 1.  Call Participant Connected Time and Multiple Customer Participants in Same Outbound Interaction

    Posted 11-19-2025 05:55

    Hi,

    I was reviewing some interaction details for outbound calls initiated by the agent. In the calls/{{conversationId}} API response, I noticed that two customer participants are appearing for the same call. One of them has a valid connected time, while the other shows the default timestamp 0001-01-01T00:00:00.

    Why is the API returning two customer participants for a single interaction, and why is one of them showing a default timestamp? This is causing incorrect customer connected-time values in my system.

    Can anyone help me to figure it out?


    #PlatformAPI

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    ARJUN T P
    Engineer
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  • 2.  RE: Call Participant Connected Time and Multiple Customer Participants in Same Outbound Interaction
    Best Answer

    Posted 11-19-2025 16:58

    Hi Arjun, 

    From speaking to appropriate team members, since this is outbound, the first route tried to reach the customer may have failed, producing a call that doesn't connect. When it is tried again on the edge it will show as another call which may succeed. However, there is no way to definitively say thats whats happening in your case. I would suggest opening a ticket with Care

    Best Regards, 



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    Ewomazino Onokpise
    Software Engineer
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