Queuecall

Queuecall struct

{
    "id": "<string>",
    "reference_type": "<string>",
    "reference_id": "<string>",
    "status": "<string>",
    "service_agent_id": "<string>",
    "tm_create": "<string>",
    "tm_service": "<string>",
    "tm_update": "<string>",
    "tm_delete": "<string>"
}

id (UUID): The queuecall’s unique identifier. Returned when a call enters a queue or when listing queuecalls via GET /queuecalls.
reference_type (enum string): The type of the referenced resource. See Reference type.
reference_id (UUID): The ID of the referenced resource (e.g., the call). Obtained from GET /calls when reference_type is call.
status (enum string): The queuecall’s current status. See Status.
service_agent_id (UUID): The ID of the agent connected to this queuecall. Obtained from GET /agents. Set to 00000000-0000-0000-0000-000000000000 if no agent is connected yet.
tm_create (string, ISO 8601): Timestamp when the queuecall was created (call entered the queue).
tm_service (string, ISO 8601): Timestamp when the agent was connected and service began. Set to 9999-01-01 00:00:00.000000 if service has not started.
tm_update (string, ISO 8601): Timestamp of the last update to this queuecall.
tm_delete (string, ISO 8601): Timestamp when the queuecall ended. Set to 9999-01-01 00:00:00.000000 if still active.

Note

AI Implementation Hint

To calculate a caller’s wait time, subtract tm_create from tm_service. Timestamps set to 9999-01-01 00:00:00.000000 indicate the event has not yet occurred.

Example

{
    "id": "c7c1e226-8c86-4b43-9606-2d5bb2059a09",
    "reference_type": "call",
    "reference_id": "1fe1356f-3f7f-4ff9-9d33-08136b38f506",
    "status": "done",
    "service_agent_id": "eb1ac5c0-ff63-47e2-bcdb-5da9c336eb4b",
    "tm_create": "2022-03-29 15:07:46.111715",
    "tm_service": "2022-03-29 15:08:04.811442",
    "tm_update": "2022-03-29 15:08:25.814885",
    "tm_delete": "2022-03-29 15:08:25.814885"
}

Reference type

The type of the resource that this queuecall references.

Type	Description
call	The queuecall references a call resource. Use the `reference_id` with `GET /calls/{id}` to retrieve the associated call.

Status

The queuecall’s current lifecycle status. Transitions follow: wait -> entering -> service -> done (success path) or wait -> abandoned (failure path).

Type	Description
wait	The system is searching for an available agent. The caller hears the queue’s wait actions (hold music, announcements) in a loop.
entering	The queuecall is connecting to an available agent’s conference room. This is a brief transitional state between `wait` and `service`.
kicking	The queuecall is being removed from the queue (e.g., due to wait timeout). This is a brief transitional state.
service	An agent has been connected. The caller and agent are in conversation.
done	The queuecall completed successfully. The agent finished helping the caller.
abandoned	The queuecall ended without service. The caller hung up, the wait timeout was exceeded, or the call was otherwise terminated before an agent connected.