inbound call post process call logs

[cnoyes]

Can we retrieve through the post call call back the full call logs? We will need access (besides downloading) full call results - questions/answers from the inbound calls. What is the best way to get this data back to us?

[support]

Fuse+ supports post-call webservices, that occur after the call. You can use that to pass specific variables, and you can set that up within application settings.

However, we currently do not have an API for pulling call logs. We have added this to our internal feature request list, to be considered for future releases.

[cnoyes]

Would the call logs be retrievable using Dev Tools?

[support]

Plum Dev and Plum Fuse are separate products, so you can only see your Fuse call logs within Fuse, and vice versa. Plum Dev does not have a call log API either at this time.

What kind of data are you interested in from the call logs? At this time, we would recommend you use post-call webservices to pass along the variables you want to keep track of to your own REST or SOAP service. The call log is all-inclusive and not only contains the prompts and user inputs of your call, but also callflow logic, all errors, etc. Instead of designing your webservice that receives and parses the necessary information from each call log, you should only pass along the data that is relevant to you.

If you simply want a copy of your call logs for record's sake, we'd recommend exporting your call logs on a regular basis (weekly, monthly) which you can do via the Plum Fuse+ site.

[cnoyes]

We would like all the data that is available in the call log, specifically:
all question and answer history from the call
call duration, transfer duration (as separate data points)
Given the volume that we would be queueing up in any given upload (up to 500K users), downloading individual results is not feasible.

Suggestions for automating that data to us?

[cnoyes]

Is there any pre-defined variables that we have access to, such as (call_id, duration, status....). Anything like that?

[support]

You can pass along all that data to your post-call webservice. For all question and answer history, you would pass along the necessary module result variables.

For call duration, at the very start of the call, you should create a variable with the start timestamp and pass that to your post-call webservice. Using that, your post-call webservice can calculate how long the call was.

For transfer durations, you can access it with the variable$.duration shadow variable. More details here: http://www.plumvoice.com/docs/fuse/modules:transfer

Each call has a unique session ID that can be accessed with the Javascript module, more details here: http://www.plumvoice.com/docs/fuse/modules:evaluate-js