• Registered: 2015-09-03
  • Posts: 6

Topic: Post Call Reporting via SOAP API Issue

We have built out our own post call reporting via SOAP API, but have run into an issue. While utilizing the transfer node within our app, there are three possible outcomes for a call.
1) Busy/error
2) No Answer
3) Answered

We discovered that when a call transfers to a phone number attached to a separate IVR (not Plum), it does not fall under any of the above three.  We are trying to develop outcome reporting and it appears this is considered a hang up/abandoned even if the IVR answers or a real person.  Is there any way around this?

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  • Registered: 2010-06-15
  • Posts: 661

Re: Post Call Reporting via SOAP API Issue

If the call ends during the transfer, this means the call never makes it back to the Fuse application, which means it will never go down the various busy/error/no answer/answered branches. Unfortunately there is currently no workaround for this, but this feature is on our internal feature request list, for consideration for future releases.

  • Registered: 2015-09-03
  • Posts: 6

Re: Post Call Reporting via SOAP API Issue

And to be clear, transfering to another IVR is considered a call ending - even though the customer is still on the phone, still being transferred, and even potentially being answered.

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Re: Post Call Reporting via SOAP API Issue

If the initial caller hangs up during the transfer, then the call ends. However, if the far party ends the call, the initial caller is brought back to the IVR, and can continue through the IVR if they stay on the line.