View one call
Request:
GET /api/v2/calls/<call-id>.json
The response is the complete call object, including participants, files, transcripts, tags, custom fields, notes, and conversation analytics. Attributes that the role of the API user is not allowed to see are omitted.
For an active call, call_state, recording_state, on_demand_state, mute_state, and
duration are requested from the recorder in real time.
Example of response:
{
"call": {
"call_id": "20f5acd7-bfbd-58c3-9a81-e453065fa4fe",
"parent_call_id": null,
"secondary_parent_call_id": null,
"tenant_id": "068b518c-d311-11ed-9cd6-d45d64081e0f",
"interaction_id": null,
"protocol_call_id": null,
"protocol_call_direction": 1,
"protocol_tracking_id": null,
"recorder_id": null,
"call_state": 6,
"on_demand_state": null,
"record_state": 30,
"voip_protocol": 13,
"protocol_organization_id": null,
"disconnect_cause": 16,
"confidential": null,
"setup_time": "2024-08-30T17:16:20-07:00",
"connect_time": "2024-08-30T17:16:20-07:00",
"disconnect_time": "2024-08-30T17:18:28-07:00",
"duration": 128.0,
"from_ip": null,
"from_port": null,
"from_mac": null,
"from_number": "123000001",
"from_name": "Samantha Smith",
"from_id": null,
"to_ip": null,
"to_port": null,
"to_mac": null,
"to_number": "8001000001",
"to_name": null,
"to_id": null,
"redirected_from_number": null,
"redirected_from_name": null,
"redirected_from_id": null,
"redirected_to_number": null,
"redirected_to_name": null,
"redirected_to_id": null,
"orig_from_number": null,
"orig_from_name": null,
"orig_to_number": null,
"orig_to_name": null,
"agent_id": null,
"agent_name": null,
"acd_number": null,
"acd_name": null,
"acd_id": null,
"broadworks_user_id": null,
"broadworks_group_id": null,
"broadworks_sp_id": null,
"metaswitch_extension": null,
"metaswitch_user": null,
"metaswitch_group": null,
"metaswitch_system": null,
"cisco_nearend_guid": null,
"cisco_farend_guid": null,
"cisco_nearend_refci": null,
"cisco_farend_refci": null,
"cisco_nearend_partition": null,
"cisco_farend_partition": null,
"cisco_phone_ip": null,
"sentiment_score": 70,
"sentiment_agent_score": 80,
"sentiment_customer_score": 60,
"sentiment_details": "The conversation was handled professionally by the agent, who offered a leasing application and confirmed the customer's contact details. The customer remained appreciative throughout the call.",
"sentiment_details_tslanguage": "english",
"summary": "The agent from Acme's Store Support followed up on the customer's interest in a laptop, offered a leasing application by text, and confirmed the customer's mobile number.",
"summary_tslanguage": "english",
"participants": [
{
"participant_id": "00",
"join_time": "2024-08-30T17:16:20-07:00",
"answer_time": "2024-08-30T17:16:20-07:00",
"leave_time": "2024-08-30T17:18:28-07:00",
"user_id": "6e058dc0-48ed-11ee-a044-0015172d2a7d",
"state": 6,
"party_direction": 1,
"party_type": 1,
"party_number": "123000001",
"party_name": "Samantha Smith",
"party_caller_id": null
},
{
"participant_id": "01",
"join_time": "2024-08-30T17:16:20-07:00",
"answer_time": "2024-08-30T17:16:20-07:00",
"leave_time": "2024-08-30T17:18:28-07:00",
"user_id": null,
"state": 6,
"party_direction": 2,
"party_type": 2,
"party_number": "8001000001",
"party_name": null,
"party_caller_id": null
}
],
"categories": [
{
"category_id": "2b3982ec-8295-11e7-bda7-e03f497dbdff",
"name": "Sales",
"private_user_id": null,
"parent_id": null
}
],
"files": [
{
"file_id": "00",
"start_time": "2024-08-30T17:16:20-07:00",
"stop_time": "2024-08-30T17:18:28-07:00",
"file_size": 2059200,
"watermark": "a94a8fe5ccb19ba61c4c0873d391e987982fbbd3",
"encrypt_key": null,
"encrypt_tag": null,
"encrypt_fingerprint": null,
"speech_analytics": [
{
"transcript_id": "48cb0d0a-18e2-4e34-818a-638c50639f66",
"engine": "miarec_v2",
"language": "en-US",
"ts_language": "english",
"status": "COMPLETE",
"created_at": "2024-08-30T17:19:39.329836-07:00",
"updated_at": "2024-08-30T17:22:11.335380-07:00",
"transcript_json": "[{\"side\": 1, \"s\": 2880, \"e\": 6520, \"words\": [{\"w\": \"Hi\", \"s\": 2880, \"e\": 2920, \"sn\": 4}, ...]}, ...]",
"transcript_plain": "Hi, this is Samantha Smith calling from Acme's Store Support. Am I speaking with Mr. Johnson? Yes, this is he."
}
]
}
],
"matched_topics": [
{
"category_id": "7f34c1ef-742e-4a88-b772-5e4e6a925ebe",
"name": "New order",
"total_matches": 1,
"matched_positions": [
{"begin_pos": 31960, "end_pos": 36800, "side": 1}
]
}
],
"custom_fields": [
{
"field_id": "138fb20c-4c3b-11ee-8cbb-0015172d2a7d",
"name": "Payment status",
"value": "Unknown"
},
{
"field_id": "9079d60a-5192-11ee-aa89-0015172d2a7d",
"name": "Call type",
"value": "Sales call"
},
{
"field_id": "2d020436-5189-11ee-a647-0015172d2a7d",
"name": "Product ordered",
"value": "Laptop"
}
],
"notes": [
{
"note_id": "38b871cd-561f-4568-aacc-c3ad3d61e724",
"user_id": null,
"user_name": "Call note AI Assistant",
"created_at": "2024-08-30T17:23:35.493087-07:00",
"modified_time": "2024-08-30T17:23:35.493087-07:00",
"is_pinned": false,
"is_resolved": null,
"pos_begin": null,
"pos_end": null,
"note": "Reason for the call: follow-up on the customer's interest in a laptop"
},
{
"note_id": "5c1e2a9e-0f4b-4d0e-9a7a-2c1c7b3f1e21",
"user_id": "6e058dc0-48ed-11ee-a044-0015172d2a7d",
"user_name": "John Smith",
"created_at": "2024-08-31T09:02:11.104233-07:00",
"modified_time": "2024-08-31T09:02:11.104233-07:00",
"is_pinned": true,
"is_resolved": false,
"pos_begin": 31960,
"pos_end": 36800,
"note": "Customer asked for the leasing terms. Follow up next week.",
"sub_notes": [
{
"note_id": "9d3c4a1b-7e2f-4b8a-a6d5-0f1e2d3c4b5a",
"user_id": "3fce14ba-0848-440c-95a1-98d376067b77",
"user_name": "Mary Jones",
"created_at": "2024-08-31T10:15:40.512004-07:00",
"modified_time": "2024-08-31T10:15:40.512004-07:00",
"is_pinned": null,
"is_resolved": null,
"pos_begin": null,
"pos_end": null,
"note": "Done, the terms were sent by email."
}
]
}
]
}
}
Response contains HTTP status code as shown in the following table.
| Response | Description |
|---|---|
| 200 OK | The call is returned in the response body |
| 403 Forbidden | The request cannot be completed because API user has no permission to view calls |
| 404 Not Found | Call with such ID does not exist, or it is outside the access scope of the API user |