Is there a use case where a call goes through multiple legs, the call is recorded, AND a voicemail is created?

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  • Updated 1 year ago
  • (Edited)
In the call log api, there is both a "message" section, and a "recording" section. I would like to know if the RingCentral framework supports the case where a call may go through multiple legs and talks to a live person in at least one of those legs, the call is recorded (the recording is present in the "recording" section in the call log), and in the last leg of the call, the caller is forwarded to an extension where a voicemail is recorded (the message is present in the "message" section of the call log) - all within the same call. It seems like a viable use case, but I just have not seen it in practice yet. I'm developing a solution, and would like to make sure I am handling all possible cases.

And if this happens, what would the "result" be? Would it be "Accepted", or "Voicemail"?
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Matt Spinks

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Posted 1 year ago

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Anton Nikitin, Official Rep

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Hi Matt,

I have just tried this scenario with auto call recording turned on:

1. Inbound call to some extension direct number
2. Blind transfer to another extension where the call was sent to voicemail

Actually in this case, when I look at detailed account call log, I can see links to recording and voicemail.
In simple view (account call log) only recording link presents.

GET https://platform.ringcentral.com/restapi/v1.0/account/255537016/call-log/AZcauPWqp3sDNCM?view=Detailed HTTP/1.1
Accept-Encoding: gzip,deflate
Authorization: Bearer XXXXXXX
Host: platform.ringcentral.com
Connection: Keep-Alive

HTTP/1.1 200 OK
Server: nginx/1.10.2
Date: Sat, 24 Jun 2017 00:26:38 GMT
Content-Type: application/json
Content-Length: 746
Connection: keep-alive
RCRequestId: c97f0a52-5873-11e7-abbe-0050569792e2
RoutingKey: SJC01P07PAS06
Content-Language: en-US
Vary: Accept-Encoding, User-Agent
Content-Encoding: gzip
X-Rate-Limit-Group: heavy
X-Rate-Limit-Limit: 250
X-Rate-Limit-Remaining: 249
X-Rate-Limit-Window: 60

{
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/call-log/AZcauPWqp3sDNCM?view=Detailed",
"id" : "AZcauPWqp3sDNCM",
"sessionId" : "19224961016",
"startTime" : "2017-06-23T23:51:07.906Z",
"duration" : 40,
"type" : "Voice",
"direction" : "Inbound",
"action" : "Phone Call",
"result" : "Voicemail",
"to" : {
"phoneNumber" : "+1234XXXXXXX"
},
"from" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "PLATFORM TEAM",
"location" : "Akron, OH"
},
"recording" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/recording/752813816016",
"id" : "752813816016",
"type" : "Automatic",
"contentUri" : "https://media.ringcentral.com/restapi/v1.0/account/255537016/recording/752813816016/content"
},
"transport" : "PSTN",
"lastModifiedTime" : "2017-06-23T23:51:54.108Z",
"billing" : {
"costIncluded" : 0.0,
"costPurchased" : 0.0
},
"legs" : [ {
"startTime" : "2017-06-23T23:51:07.906Z",
"duration" : 40,
"type" : "Voice",
"direction" : "Inbound",
"action" : "Phone Call",
"result" : "Voicemail",
"to" : {
"phoneNumber" : "+1234XXXXXXX"
},
"from" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "PLATFORM TEAM",
"location" : "Akron, OH"
},
"transport" : "PSTN",
"billing" : {
"costIncluded" : 0.0,
"costPurchased" : 0.0
},
"legType" : "Accept"
}, {
"startTime" : "2017-06-23T23:51:07.933Z",
"duration" : 21,
"type" : "Voice",
"direction" : "Inbound",
"action" : "Phone Call",
"result" : "Accepted",
"to" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "Kirill Konshin"
},
"from" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "PLATFORM TEAM",
"location" : "Akron, OH"
},
"transport" : "PSTN",
"billing" : { },
"legType" : "Accept",
"extension" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/extension/255537016",
"id" : 255537016
}
}, {
"startTime" : "2017-06-23T23:51:14.177Z",
"duration" : 13,
"type" : "Voice",
"direction" : "Outbound",
"action" : "FindMe",
"result" : "Accepted",
"to" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "Kirill Konshin",
"location" : "Akron, OH"
},
"from" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "Kirill Konshin",
"device" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/device/91552389016",
"id" : "91552389016"
}
},
"recording" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/recording/752813816016",
"id" : "752813816016",
"type" : "Automatic",
"contentUri" : "https://media.ringcentral.com/restapi/v1.0/account/255537016/recording/752813816016/content"
},
"transport" : "PSTN",
"billing" : { },
"legType" : "FindMe",
"extension" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/extension/255537016",
"id" : 255537016
}
}, {
"startTime" : "2017-06-23T23:51:29.593Z",
"duration" : 18,
"type" : "Voice",
"direction" : "Inbound",
"action" : "Phone Call",
"result" : "Voicemail",
"to" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "John Smith"
},
"from" : {
"phoneNumber" : "+1234XXXXXXX",
"name" : "PLATFORM TEAM",
"location" : "Akron, OH"
},
"message" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/extension/256440016/message-store/752813928016",
"id" : "752813928016",
"type" : "VoiceMail"
},
"transport" : "PSTN",
"billing" : { },
"legType" : "Accept",
"extension" : {
"uri" : "https://platform.ringcentral.com/restapi/v1.0/account/255537016/extension/256440016",
"id" : 256440016
}
} ]
}
(Edited)