Conference call in "call detail" report


The “call detail” report for a conference call in is missing the “call_interaction id” in several lines.

How are conference calls recorded in the reporting?

There is no description in the documentation. It is important to understand the stages.

Hello StasGromov -

Typically, conference calls will take on the original Global ID and not the Call Interaction ID. Below is some documentation on how the Global Interaction ID links several call interactions together.

I hope this helps.

Thank you,

Hi, Jeff!

Thank you, a useful link.

I do not understand why there is no indication of the service in the call detail at one of the conference steps.

Example: 1. Incoming call to the agent 2. An outgoing call by an agent. 3 The agent creates a conference call between calls 1 and 2. In step 3, there is no indication of the service in one record.

What is the reason for this behavior?

You’re welcome StasGromov.

It is possible that there is not a service being set. This might be from an agents end not setting a disposition. If that is the case, you might want to consider making dispositions required.

If you need us to look into this further, kindly submit a support request with a specific interaction, phone number and time/date from the caller. If you want to attach the report you are looking at as well, that might help us too.


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Continuing the discussion from Conference call in "call detail" report:

Thank you, Jeff!