Call ID
This data export field displays a storm-generated numeric identifier for the communication leg.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
Basic |
|
Channels |
|
|
Size (bytes) |
16 |
|
Filter |
None |
|
Dimension |
None |
Example
This data export report shows an incoming call that was answered by an agent (first two rows) and then transferred (third row).
|
Call ID |
|||||
|
2018-07-30 17:15:25 |
I |
21.16717950 |
07700900432 |
01614960654 |
Craig Milliband |
|
2018-07-30 17:15:25 |
O |
32.15655174 |
07700900432 |
iPath_129_cmilliband |
Craig Milliband |
|
2018-07-30 17:18:11 |
O |
32.15655197 |
07700900432 (2006) |
00156527D65C |
Craig Milliband |
The field value is written to every communication leg generated in an interaction.
The Call ID is of varying length. The first part of the ID (preceding the period) denotes the storm server that first handled the communication leg (DNX servers for voice calls).
Call ID is not a unique reference because these IDs are recycled after a period of time. This means that it is possible for two different voice calls separated by this time period to have communication legs with the same Call ID. To uniquely identify such legs, you can use the Call Reference Number field, which is constructed from both the Call ID and the Call Date/Time fields.
For outgoing SMS and email interactions, however, it is possible for multiple outbound legs with the same Call ID to be generated concurrently (for example, an SMS message that is sent to multiple recipients at the same time from a FLOW script). As all of these outbound legs will have the same Call ID and the same Call Reference Number values, the only way to uniquely identify them is by using the Call Reference Number and the Call Subrecord ID fields together.