What are the session states it goes through? How to find out how lonag a session has been in a praticular state?

In general, the REST API GET /api/v1/Sessions/{id} is used to find out information about a session, it also contains all the information about the change of the session state and the time it has been in each state. Additional information is also provided by the GET /api/v1/Sessions/{id}/routingHistory

Duration of selected states and phases:

  • CREATED (from session creation to start of routing):

    Common.RoutingTimeLine[activityType="RoutingRequestCreated"].First().timestamp - Sessions.SessionModel.created
  • IN_QUEUE (from the start of routing after the first suitable operator is selected):

    Common.RoutingTimeLine[activityType="AssignedToOperator"].First().timestamp - Common.RoutingTimeLine[activityType="RoutingRequestCreated"].First().timestamp
  • WAITING (from when the first suitable operator is selected to when the session is accepted):

    Common.RoutingTimeLine[activityType="AcceptedByOperator"].First().timestamp - Common.RoutingTimeLine[activityType="AssignedToOperator"].First().timestamp
  • BCW (before call work; od přijetí sezení po spojení s klientem):

    Sessions.SessionModel.guestJoined - Sessions.SessionModel.started (only if the result is positive)
  • ACTIVE (for the duration of the two-way communication):

  • ACW (after call work; from the end of two-way communication after the last operator has closed the session):

    Sessions.SessionModel.operators.Max(concluded) - Sessions.SessionModel.operators.Max(left)
  • The time in the queue of a specific operator with userId = X:

    Common.RoutingTimeLine[activityType="AcceptedByOperator"].First().timestamp - Common.RoutingTimeLine[activityType="AssignedToOperator" & operator.userId=X].First().timestamp
  • The ACW time of the specific operator with userId=X:

    Sessions.SessionModel.operators[userId=X].concluded - Sessions.SessionModel.operators[userId=X].left
  • Ring time:

    Sessions.SessionModel.guestJoined - Sessions.SessionModel.created (neplatí u náhledové kampaně)
  • The time from the connection to the PBX to the connection to the operator:


Some session types (session sources) do not go through all states, but some states skip.

Explanation of some items in the response to GET /api/v1/Sessions/{id}

  • Sessions.SessionModel.directCallNumber The number that the client entered to create the session, e.g. the invitation number.

  • Sessions.SessionModel.phoneCallbackNumber The number that was entered by the operator or selected in the campaign to contact the client, for example.

  • Sessions.SessionModel.operators.left The moment when the operator left direct communication with the client. He then has the opportunity to fill in his notes for the session within the ACW.

  • Sessions.SessionModel.operators.concluded The moment when the operator has closed the ACW. It applies that Sessions.SessionModel.operators.left <= Sessions.SessionModel.operators.concluded

  • Sessions.SessionModel.started The moment when the first operator accepted or created the session.

  • Sessions.SessionModel.ended The moment when the last operator left direct communication with the client. After that, it is not possible to resume direct communication with the client again within this session.

  • Sessions.SessionModel.waited The amount of time the client waited to connect with an operator.

  • Sessions.SessionModel.length The time of direct two-way communication.

How to download recordings and files from the sessions?

You can get the address of the file from e.g.




You can get the file from this address in the same way as you communicate with Public Api, i.e. by adding Authorization to the GET request header (see Authentication section).

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