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Embeddable Framework processCallLog method question

  • 1.  Embeddable Framework processCallLog method question

    Posted 06-05-2025 18:48

    Henry.Zambrano | 2019-03-11 16:57:22 UTC | #1

    Hi, according to the documentation, the processCallLog method "is called only if the integration detects a change in the call log at certain interaction events and user events." And then when describing its parameters the one called eventName consist of: "The eventName argument represents the state that triggered processCallLog. Values: interactionChanged, interactionDisconnected, interactionChangedAfterDisconnect, interactionACWCompleted, interactionRemoved, openCallLog, appDisconnected."

    I have noticed the following behavior: When the call is connected, the method processCallLog is called with no problem and then if I disconnect the call the method processCallLog is called with no problem. But if in the middle of the call I put it on hold or I mute it, the processCallLog method is called and then when I disconnect the call that method is not called again.

    It's like the processCallLog method once is called in the middle of the call (call muted or held) it won't be triggered again. Is that the intended behavior? or am I missing anything?

    Thanks, Henry

    Richard.Schott | 2019-03-11 18:00:57 UTC | #2

    processCallLog will only be called if there is a change in the call log. You should see it called again if/when a wrapup code is selected, and one last time at deallocation (two minutes after the call is disconnected; this is the point when it's removed from the interaction list).

    Henry.Zambrano | 2019-03-11 21:23:59 UTC | #3

    Hi, maybe I didn't make myself clear:

    Scenario 1:

    • Inbound call alerts the agent.
    • The agent picks up the call and then the call state goes from alerting to connected -> the processCallLog method is called with no problem.
    • The agent disconnects the call -> the processCallLog method is called with no problem.
    • The agent selects a wrapup code -> No processCallLog method is called.
    • The call is deallocated after 2 minutes -> No processCallLog method is called.

    Scenario 2.

    • Inbound call alerts the agent.
    • The agent picks up the call and then the call state goes from alerting to connected -> the processCallLog method is called with no problem.
    • The agent puts the call on hold -> the processCallLog method is called with no problem.
    • The agent disconnects the call -> -> No processCallLog method is called.
    • The agent selects a wrapup code -> No processCallLog method is called.
    • The call is deallocated after 2 minutes -> No processCallLog method is called.

    Scenario 3. All the same like in the scenario 2 but instead of putting on hold the call the agent mutes the call, the behavior is the same.

    I'm experiencing that behavior, that's why I say that It's like the processCallLog method once is called in the middle of the call (when connected the call is muted or held) it won't be called again (when it's disconnected). The processCallLog method is never called when a wrapup call is selected or after deallocation, I'm only notified in those two events if I subscribe to the interaction (window.PureCloud.subscribe.. type: 'Interaction').

    Thanks, Henry

    Richard.Schott | 2019-03-12 15:12:11 UTC | #4

    is there any actual change in the call log that occurs between these points (i.e. notes modified, relationships selected, etc.)? The broadcast of this message is to send the difference since the last time the call log was processed; if there's no change, then the method wouldn't be fired again.

    Henry.Zambrano | 2019-03-13 03:17:12 UTC | #5

    Yes I have done several tests, selecting relationships, modifying notes and the behavior is the same as described above. I would think that regardless of those changes you suggested if the call goes from connected to disconnected, the ProcessCallLog method should be fired which actually happens but only if previously I don't put the call on hold or mute it.

    Richard.Schott | 2019-03-13 15:28:22 UTC | #6

    I'm not able to reproduce this at all. The processCallLog event fires at all of the intervals I described above regardless of the combination of call log controls I use. I've attempted hold, mute, secure pause, transfer, disconnect, and the processCallLog always fires.

    Henry.Zambrano | 2019-03-28 18:47:20 UTC | #7

    Hi Richard, is there a way to troubleshoot this issue? I hasn't been able to make it work the way you describe. I have tried from scratch using a very simple example and nothing works the way it should, the processCallLog method is not always called when disconnecting the call.

    Thanks,

    Henry.Zambrano | 2019-03-29 13:46:55 UTC | #8

    Hi Richard, I think I found the issue and it has something to do with the implementation of the success callback function to be called with the unique ID of the call log in the processCallLog method. I'll have to reach out to Genesys internally to modify this in the framework.js file.

    Thanks,

    Henry.Zambrano | 2019-04-02 20:31:11 UTC | #9

    Hi @Richard.Schott thank you for your help, basically I was only returning the external call log ID from the CRM side to trigger the onSuccess method when creating the activity phone call in CRM and I had to do it also when updating the activity phone call with new information.

    system | 2019-05-03 20:31:11 UTC | #10

    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: 4758



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