Call Log - No answer forward should be exposed better in the log item
Description
Zendesk Ticket IDs
relates to
Activity
Charles Langlois August 16, 2024 at 9:48 PM
Francis Chartrand August 14, 2024 at 5:22 PM
@Julien Alie we know it’s a big task for a return from holidays. No pressure to finish it during this sprint 🙂
vicky.tremblay August 12, 2024 at 5:49 PM(edited)
If redirection, we should put the redirection Number in the banner
If redirection and the other answers the call = Redirect call is answered (identify the redirect number)
If redirection and the other does not answer the call = Redirect call is missed (identify the redirect number)
Status “Appel émis” should never appear in the call log of the user that redirects the call.
Charles Langlois July 25, 2024 at 6:52 PM
From discussion with @vicky.tremblay , @Francis Chartrand , @Emmanuel Quentin :
need further investigation into behavior of competition products as reference
backend CDR should present
requested_*as initial destination(User B ),destination_*as final destination(external number)backend CDR should include
requested_user_uuidto match User B to therequestedrole of a CDR(disambiguate between source, destination and requested destination)User B should only see a call entry from User A, not from himself
Charles Langlois July 24, 2024 at 3:31 PM
thoughts:
if we ensure
requested_*cdr attributes correspond to the first (requested) destination, in this case user B, and thatdestination_*attributes correspond to the actual/final destination, in this case the external number, would this suffice to allow frontend apps to correctly interpret and render the call for user A and B?(e.g. apps should see that user B was the requested destination, show it as a missed call to user B but also see that the final destination is different and so include information about the redirect)the CDR API really needs a cleanup and a proper spec, there are so many attributes with redundance of information and no specification of how they should be interpreted
Details
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Given
Two softphone user
second softphone user have a no answer forward enabled to an external number
Given (Case number 1 )
User A call User B, when User B no answer and the call is redirected to the external number and the call is answered on the external number.
Then:
In the call log you can see
User A calls User B
Call is answered
Call type
outboundExpects
call type is
internal, as source and destination are internal, and original call was internalcall was not answered by user B; external answer is irrelevant(`answered` status should be consistent with destination)
Given (Case number 2 )
User A calls user B, when User B does not answer and the call is redirected to the external number and the call is hungup by the external number.
Then:
In the call log you can see
User A calls User B
Call is answered
Call type
outboundExpects
call type is
internal, as source and destination are internal, and original call was internalcall was not answered by user B; external answer is irrelevant(`answered` status should be consistent with destination)
Given (Case number 3 )
User A call user B, when User B does not answer and the call is redirected to the external number and the call is hungup by User A before the external number answers the call.
Then
In the call log you can see
User A calls User B
Call is NOT answered
Call type
outboundExpects
call type is
internal, as source and destination are internal, and original call was internalcall was not answered by user B; external answer is irrelevant(`answered` status should be consistent with destination)
Details
User B needs to know that they have missed a call from user A and that the call has been redirected to the external number.
In either case, user B is not aware that user A is trying to call him.
Call type should be
internalfor all use caseredirected calls should be tagged / CDR data model extended to expose redirections