Where to find Call Queue in Call Log Data

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  • Updated 6 days ago
In the RingCentral Admin Portal you can get reports on call queues and even see the detailed call records with their respective queue. How do I go about getting the queue associated with a call from the RingCentral API? I am currently hitting the "Get Call Log Records by Filter" endpoint and storing the top level detail (id, sessionId, duration, direction, etc...) but the queue is not provided. Do I need to traverse the legs list to determine the queue or is there another endpoint that provides the queue for each call record? If I need to traverse the legs list, how do I determine what leg to stop at for the queue? 
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Nick Lagerquist

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Posted 1 week ago

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Tyler Long, Official Rep

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A call queue / department is just a special extension. Could you please try to filter call log data by extension Id?
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Nick Lagerquist

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Thanks for the response Tyler!

I've been looking at a few examples and am hoping you can provide further detail. I have some calls that have many legs, for example the ones I was looking at have 8 legs, with several queues/departments. If I filter call log data by each extension Id I see this same phone call each time as I would have expected. However, when viewing the reports in the Admin Portal these calls are tied to only a single queue. How is RingCentral deducing these calls with 8 legs down to a single queue?
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Tyler Long, Official Rep

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Hi Nick, to be frank I never handle complicated call logs (which has as many as 8 legs). I find an article here: https://github.com/ringcentral/ringcentral-faq/blob/master/docs/call_log.md#how-do-i-know-that-two-c...  It mentions a method to identify two legs as the same call. Maybe you can use this method to merge legs.