GOgorgias
Voice Calls

Retrieve a voice call

get/api/phone/voice-calls/{id}

Request

Path parameters

idinteger required

The ID of the voice call to retrieve.

Response

The requested voice call.

idinteger required

ID of the voice call.

integration_idinteger required

ID of the voice integration that managed the voice call.

ticket_idinteger

ID of the ticket the voice call belongs to.

phone_number_idinteger

ID of the phone number that received or performed the voice call.

external_idstring required

ID of the voice call on the provider side (Twilio, etc...).

providerstring required

The voice solutions provider handling the voice call. It provides the external_id.

status'answered' | 'connected' | 'in-progress' | 'initiated' | 'queued' | 'ringing' | 'ending' | 'busy' | 'canceled' | 'completed' | 'failed' | 'no-answer' | 'missed' required

The current status of the voice call.

direction'inbound' | 'outbound' required

Whether the voice call is received from a customer (inbound) or addressed to a customer (outbound).

phone_number_sourcestring

The phone number performing the voice call.

country_sourcestring

The country code of the phone number performing the voice call.

phone_number_destinationstring

The phone number receiving the voice call.

country_destinationstring

The country code of the phone number receiving the voice call.

durationinteger

Duration in seconds of the voice call.

started_datetimestring date-time

When the voice call started on the provider side.

created_datetimestring date-time required

When the voice call was created in Gorgias.

updated_datetimestring date-time

When the voice call was last updated.

initiated_by_agent_idinteger

The agent that initiated the voice call, only for outbound calls.

last_answered_by_agent_idinteger

The last agent that answered the voice call.

customer_idinteger

For inbound calls, the customer that initiated the voice call.For outbound calls, the customer that received the voice call.

last_rang_agent_idinteger

The last agent that received the voice call.

has_voicemailboolean

Whether the voice call has a voicemail attached.

has_call_recordingboolean

Whether the voice call has a call recording attached.

termination_status'answered' | 'cancelled' | 'missed' | 'abandoned' | 'callback-requested'

The termination status of the voice call.

queue_idinteger

ID of the voice queue that managed the voice call.

status_in_queuestring

Sub-status of the voice call when status is Queued

answered_by_external_numberstring

The external phone number that answered the voice call when forwarded externally.

answered_by_external_customer_idinteger

The customer associated with the external number that answered the voice call.

monitoring_status'listening' | 'whispering' | 'none' nullable

Which type of monitoring is being currently performed on the call, if any.

last_monitoring_agent_idinteger nullable

The id of the last agent that was monitoring the call.

Example response

{
  "id": 123,
  "integration_id": 234,
  "ticket_id": 345,
  "phone_number_id": 456,
  "external_id": "CA777a8b2bfef8cdf709896080fe94cd10",
  "provider": "twilio",
  "status": "completed",
  "direction": "inbound",
  "phone_number_source": "+14791234567",
  "country_source": "US",
  "phone_number_destination": "+17201234567",
  "country_destination": "US",
  "duration": 60,
  "started_datetime": "2023-08-31T00:00:00.000000+00:00",
  "created_datetime": "2023-08-31T00:00:00.000000+00:00",
  "updated_datetime": "2023-08-31T00:00:00.000000+00:00",
  "initiated_by_agent_id": 567,
  "last_answered_by_agent_id": 678,
  "customer_id": 789,
  "last_rang_agent_id": 235,
  "has_voicemail": true,
  "summaries": [
    {
      "id": 123,
      "recording_id": 234,
      "summary": "Call from +14791234567",
      "created_datetime": "2023-08-31T00:00:00.000000+00:00"
    }
  ],
  "termination_status": "abandoned",
  "queue_id": 142,
  "status_in_queue": "waiting",
  "answered_by_external_number": "+14791234567",
  "answered_by_external_customer_id": 250,
  "monitoring_status": "listening",
  "last_monitoring_agent_id": 123
}

Changes

No recorded changes to this operation across all 2 revisions of this API.