Getting dropped calls (calls that hang up before getting connected with a rep)

[dmiller]

Is there a way to get dropped calls as they come in (ie calls where a customer calls in, but does not get connected to a rep)? Or would the only way to call an api end point (ie a cron job) and update our database that way.

[Becky_Powell]

Hi there. You can use the Notifications API (topic: v2.routing.queues.{id}.conversations) to get conversation info, including disconnect reason.

--Becky Powell

[dmiller]

Thanks, Becky. If a customer is waiting for an available rep (hearing the hold music etc) will they still show up in the notifications?

[dmiller]

Just to elaborate: what I essentially want to do is be able to update our database in realtime, when a customer calls our call center but hangs up before getting conntected to a rep. Would the best way to achieve this be to connect to the api you sent via a server side websocket and perform the updates from there?

Thanks,

Dan

[Becky_Powell]

Hi Dan,

The v2.routing.queues.{id}.conversations topic will include the disconnectType of the conversation. Valid values include endpoint, client, system, transfer, error, peer, other, spam, transportFailure, conferenceTransfer, consultTransfer, forwardTransfer, timeout, noAnswerTransfer, notAvailableTransfer, uncallable. Here are the descriptions for each of these disconnect reasons. Looks like you'd want to take action when disconnectType = endpoint.