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Callback segment type "Uploading"

  • 1.  Callback segment type "Uploading"

    Posted 06-05-2025 18:14

    agaskill | 2019-04-04 16:46:52 UTC | #1

    What does the segment type "uploading" mean in the context of callback sessions? I'm seeing calls going from the queue to voicemail, but a callback segment of type "uploading" starting before the inbound queue segment ends and continuing on for many minutes and no further segments on the call, but it's not counting as an abandoned call.

    { "participantId": "b08fdad8-0a41-4068-96f0-c8c056c213d6", "participantName": "Help Desk", "purpose": "acd", "sessions": [{ "mediaType": "voice", "sessionId": "fe597973-abfe-45f4-8071-6a0ac2fae61e", "direction": "inbound", "segments": [{ "segmentStart": "2019-04-03T17:49:35.562Z", "segmentEnd": "2019-04-03T17:49:35.577Z", "queueId": "db6a59e8-f6d8-483c-bffe-7eae1e7f06f8", "segmentType": "delay", "conference": false }, { "segmentStart": "2019-04-03T17:49:35.577Z", "segmentEnd": "2019-04-03T17:52:02.346Z", "queueId": "db6a59e8-f6d8-483c-bffe-7eae1e7f06f8", "disconnectType": "transfer", "segmentType": "interact", "conference": false }] }, { "mediaType": "callback", "sessionId": "1f9f3944-bd82-4c34-a306-4a8d4a3dd4d3", "direction": "inbound", "callbackUserName": "Name Not Provided", "callbackNumbers": [""], "peerId": "d0c510c2-bb07-4378-8536-f517ccea5c6d", "skipEnabled": true, "timeoutSeconds": 0, "segments": [{ "segmentStart": "2019-04-03T17:51:36.759Z", "segmentEnd": "2019-04-03T18:01:36.014Z", "queueId": "db6a59e8-f6d8-483c-bffe-7eae1e7f06f8", "segmentType": "uploading", "conference": false }] }] }

    Thanks

    tim.smith | 2019-04-05 17:40:50 UTC | #2

    What API did you use to get this data?

    tim.smith | 2019-04-05 17:53:29 UTC | #3

    I believe in this context this is referring to uploading the voicemail to storage.

    agaskill | 2019-04-05 20:26:11 UTC | #4

    This is from the Analytics API. I only included the ACD queue participant and I've removed some properties to hide identifying caller information.

    So, for a callback, the caller can leave a message related to their callback? In this case, does that mean the caller was leaving a message for 10 minutes and then hung up (or more likely got hung up on due to exceeding some max message length)? I'm guessing that is treated as an error condition since no callback was queued. Effectively it's an abandoned call, just not counted as such.

    Thanks

    tim.smith | 2019-04-08 18:02:25 UTC | #5

    If you transfer to a queue's voicemail, it will create a callback with a voicemail attached. See https://help.mypurecloud.com/articles/set-transfer-voicemail-action/ for more info.

    I can't say exactly what happened in that conversation since I don't have access to data from your org. If you open a case with PureCloud Care, they can pull conversation records and take a look.

    system | 2019-05-09 18:12:44 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 4925



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