lasator | 2016-09-29 23:17:37 UTC | #1
I'm using https://api.{{environment}}/api/v2/conversations/calls to retrieve the recent call details to be able to handle resyncing after an application crash. However, the same user is showing up multiple times as different participants. This is problematic as it's impossible to determine if the user has applied a wrapup code to the call.
Here's the results from Postman (Truncated for post length):
[ { "id": "8774b76b-9939-43e0-afec-ea7d5b0d2ee1", "participants": [ { "id": "228e6f64-6d92-4d97-bb7b-1412d88fd89e", "address": "sip:87904@192.168.28.149", "startTime": "2016-09-27T11:39:45.567Z", "connectedTime": "2016-09-27T11:39:46.092Z", "endTime": "2016-09-27T13:37:39.546Z", "purpose": "user", "state": "disconnected", "direction": "outbound", "disconnectType": "endpoint", "held": false, "wrapupRequired": false, "user": { "id": "b2f7f843-eba7-4931-a8b4-ac4e1aae20d5", "selfUri": "/api/v2/users/b2f7f843-eba7-4931-a8b4-ac4e1aae20d5" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": true, "recording": false, "recordingState": "none", "ani": "sip:87904@192.168.28.149", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@localhost" }, { "id": "06703dfb-85fd-41c0-95ef-126d5c38f2e6", "name": "Developer", "address": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd", "startTime": "2016-09-27T11:39:46.080Z", "connectedTime": "2016-09-27T11:39:46.092Z", "endTime": "2016-09-27T11:39:51.286Z", "purpose": "acd", "state": "disconnected", "direction": "inbound", "disconnectType": "transfer", "held": false, "wrapupRequired": false, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd" }, { "id": "9e976f4e-7f0d-40e2-a1a2-8c7f743cdb73", "address": "sip:87905@192.168.28.149", "startTime": "2016-09-27T11:39:46.573Z", "connectedTime": "2016-09-27T11:39:51.278Z", "endTime": "2016-09-27T13:38:37.474Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "client", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "20d78755-4a7d-477d-8207-9eb4b25952e3", "selfUri": "/api/v2/users/20d78755-4a7d-477d-8207-9eb4b25952e3" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87904@192.168.28.149;user=phone", "dnis": "sip:87905@192.168.28.149" }, { "id": "ce6698fa-db9c-4594-a40d-6c13db0a51e2", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T11:49:21.574Z", "connectedTime": "2016-09-27T11:49:27.734Z", "endTime": "2016-09-27T11:51:22.862Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "client", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "0d0d15bd-e7ba-4f8c-ae29-e6c82270072c", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T11:56:17.895Z", "connectedTime": "2016-09-27T11:56:21.665Z", "endTime": "2016-09-27T13:33:34.454Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "client", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "a8a912eb-8d3e-4b43-a327-66212ec8e5df", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T13:35:13.543Z", "connectedTime": "2016-09-27T13:35:18.346Z", "endTime": "2016-09-27T13:36:24.642Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "client", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "840eb481-8451-484c-8aea-97c9bd599c06", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T13:37:17.335Z", "connectedTime": "2016-09-27T13:37:23.458Z", "endTime": "2016-09-27T13:38:37.499Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "peer", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" } ], "otherMediaUris": [], "recordingState": "none", "selfUri": "/api/v2/conversations/calls/8774b76b-9939-43e0-afec-ea7d5b0d2ee1" }, { "id": "5b32ee31-d56b-4ba6-ae6c-f7061138b978", "participants": [ { "id": "dd132a5a-8ca4-48e3-aee7-3f961fc7b664", "address": "sip:87902@192.168.28.149", "startTime": "2016-09-11T22:00:05.475Z", "connectedTime": "2016-09-11T22:00:16.568Z", "endTime": "2016-09-11T22:08:54.920Z", "purpose": "agent", "state": "disconnected", "direction": "outbound", "disconnectType": "client", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "c707d548-36f3-4b2b-897b-6f986d2a8b93", "selfUri": "/api/v2/users/c707d548-36f3-4b2b-897b-6f986d2a8b93" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87902@192.168.28.149", "dnis": "tel:redacted" }, { "id": "ca4b4459-b7e5-4163-a9b0-b86b2b43ed47", "name": "National", "address": "tel:redacted", "startTime": "2016-09-11T22:00:06.103Z", "connectedTime": "2016-09-11T22:00:16.571Z", "endTime": "2016-09-11T22:08:46.410Z", "purpose": "customer", "state": "disconnected", "direction": "outbound", "disconnectType": "endpoint", "held": false, "wrapupRequired": false, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "tel:redacted" }, { "id": "5a0d7b9c-d850-4429-8937-fd4e1488577f", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-11T22:00:39.394Z", "connectedTime": "2016-09-11T22:00:48.124Z", "endTime": "2016-09-11T22:02:24.963Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "endpoint", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "d987c34d-6619-4366-8d26-574e0a9a5e23", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-11T22:02:38.341Z", "connectedTime": "2016-09-11T22:02:40.912Z", "endTime": "2016-09-11T22:08:54.929Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "peer", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" } ], "otherMediaUris": [], "recordingState": "none", "selfUri": "/api/v2/conversations/calls/5b32ee31-d56b-4ba6-ae6c-f7061138b978" }, { "id": "32babfbe-281c-4dc8-a7c7-ebed6f9f72a3", "participants": [ { "id": "001de3b8-5383-45e1-bf0a-c8fccada115c", "address": "sip:87904@192.168.28.149", "startTime": "2016-09-27T09:50:57.473Z", "connectedTime": "2016-09-27T09:50:58.044Z", "endTime": "2016-09-27T09:57:28.864Z", "purpose": "user", "state": "disconnected", "direction": "outbound", "disconnectType": "peer", "held": false, "wrapupRequired": false, "user": { "id": "b2f7f843-eba7-4931-a8b4-ac4e1aae20d5", "selfUri": "/api/v2/users/b2f7f843-eba7-4931-a8b4-ac4e1aae20d5" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87904@192.168.28.149", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@localhost" }, { "id": "7684ba2b-36fd-404b-8c21-5f660c072904", "name": "Developer", "address": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd", "startTime": "2016-09-27T09:50:58.032Z", "connectedTime": "2016-09-27T09:50:58.040Z", "endTime": "2016-09-27T09:53:42.143Z", "purpose": "acd", "state": "disconnected", "direction": "inbound", "disconnectType": "transfer", "held": false, "wrapupRequired": false, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd" }, { "id": "b38da645-1718-486f-b8bd-66dd2f31f144", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T09:53:36.896Z", "connectedTime": "2016-09-27T09:53:42.112Z", "endTime": "2016-09-27T09:57:28.938Z", "startHoldTime": "2016-09-27T09:56:42.846Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "endpoint", "held": true, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87904@192.168.28.149;user=phone", "dnis": "sip:87903@192.168.28.149" }, { "id": "f8946fd4-f421-4e60-89bd-be2708f145fc", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T09:56:09.470Z", "endTime": "2016-09-27T09:56:21.444Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "transfer.noanswer", "held": false, "wrapupRequired": false, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:32babfbe-281c-4dc8-a7c7-ebed6f9f72a3;partyRole=invited@192.168.28.149;user=conference", "dnis": "sip:87903@192.168.28.149" } ], "otherMediaUris": [], "recordingState": "none", "selfUri": "/api/v2/conversations/calls/32babfbe-281c-4dc8-a7c7-ebed6f9f72a3" }, { "id": "7bf9583c-918d-419c-9efe-bce745cf57bf", "participants": [ { "id": "1387f881-96b5-48c7-8970-4a1450bdaa5b", "address": "sip:87905@192.168.28.149", "startTime": "2016-09-27T13:38:57.210Z", "connectedTime": "2016-09-27T13:38:57.522Z", "endTime": "2016-09-27T14:04:24.377Z", "purpose": "user", "state": "disconnected", "direction": "outbound", "disconnectType": "client", "held": false, "wrapupRequired": false, "user": { "id": "20d78755-4a7d-477d-8207-9eb4b25952e3", "selfUri": "/api/v2/users/20d78755-4a7d-477d-8207-9eb4b25952e3" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87905@192.168.28.149", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@localhost" }, { "id": "4e051929-1e41-4b96-ab44-2d6f639889f3", "name": "Developer", "address": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd", "startTime": "2016-09-27T13:38:57.510Z", "connectedTime": "2016-09-27T13:38:57.518Z", "endTime": "2016-09-27T13:39:07.635Z", "purpose": "acd", "state": "disconnected", "direction": "inbound", "disconnectType": "transfer", "held": false, "wrapupRequired": false, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:82e0f11e-3634-422e-b9ca-3592fd13b60b@127.0.0.1;language=en-US;user=acd" }, { "id": "1c34508d-ec75-4d45-975e-6bbda8d9aaef", "address": "sip:87904@192.168.28.149", "startTime": "2016-09-27T13:38:58.030Z", "connectedTime": "2016-09-27T13:39:07.635Z", "endTime": "2016-09-27T13:59:04.139Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "b2f7f843-eba7-4931-a8b4-ac4e1aae20d5", "selfUri": "/api/v2/users/b2f7f843-eba7-4931-a8b4-ac4e1aae20d5" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:87905@192.168.28.149;user=phone", "dnis": "sip:87904@192.168.28.149" }, { "id": "425d33aa-248f-48e6-bfc8-01f90b925212", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T13:39:47.046Z", "connectedTime": "2016-09-27T13:39:51.222Z", "endTime": "2016-09-27T14:04:24.403Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "other", "held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "fe1a6011-cd17-46c6-9318-13994f3e7c0f", "address": "sip:87903@192.168.28.149", "startTime": "2016-09-27T13:59:59.891Z", "endTime": "2016-09-27T14:00:11.895Z", "purpose": "agent", "state": "disconnected", "direction": "inbound", "disconnectType": "transfer.noanswer", "held": false, "wrapupRequired": false, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:redacted@localhost", "dnis": "sip:87903@192.168.28.149" }, { "id": "0b9d3059-329f-4970-a16a-b4909853580c", "address": "sip:87903@127.0.0.1;language=en-US;user=voicemail", "startTime": "2016-09-27T14:00:11.819Z", "connectedTime": "2016-09-27T14:00:11.835Z", "endTime": "2016-09-27T14:00:22.070Z", 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"held": false, "wrapupRequired": true, "wrapupPrompt": "optional", "user": { "id": "300738e7-b783-4882-bf15-8bfa4648acf7", "selfUri": "/api/v2/users/300738e7-b783-4882-bf15-8bfa4648acf7" }, "queue": { "id": "82e0f11e-3634-422e-b9ca-3592fd13b60b", "selfUri": "/api/v2/routing/queues/82e0f11e-3634-422e-b9ca-3592fd13b60b" }, "attributes": {}, "muted": false, "confined": false, "recording": false, "recordingState": "none", "ani": "sip:ca2554f8-57e4-4a52-acd2-866de5184857;partyRole=invited@192.168.28.149;user=conference", "dnis": "sip:87903@192.168.28.149" } ], "otherMediaUris": [], "recordingState": "none", "selfUri": "/api/v2/conversations/calls/ca2554f8-57e4-4a52-acd2-866de5184857" } ]
KevinGlinski | 2016-09-30 13:36:05 UTC | #2
was the participant list truncated, or the conversation list?
lasator | 2016-09-30 15:34:04 UTC | #3
I removed one of the oldest conversations from the top of the list to fit in the posting limit
lasator | 2016-09-30 20:52:02 UTC | #4
Some additional information: I was able to clear out all the calls by setting a wrapup code for all participants associated with the agent. Some of the additional legs appear to be RNA that don't pop up the disposition functionality. However, there are others that I cannot explain.
KevinGlinski | 2016-10-03 13:59:37 UTC | #5
It would help us if you could tell us which are RNA and which participant ids you can't explain
rob.gevers | 2016-10-04 16:30:41 UTC | #6
When you are looking at a participant you can check the wrapupRequired field to know if wrapup is required for that participant. The most common cause of a user showing up multiple times for an agent participant is if the user does not respond to the conversation. Each time we attempt to route the conversation to that user they will get a new agent participant. In the cases that the agent doesn't answer, wrapupRequired will be false. Because you are using optional wrapup you can also choose to set wrapup as skipped instead so long as wrapupPrompt shows optional on that participant.
If there are specific legs you cannot explain feel free to let us know the IDs and we can take a look.
system | 2017-08-28 19:27:39 UTC | #7
This post was migrated from the old Developer Forum.
ref: 455