Calls

Call direction. One of the following values:

• inbound: An incoming call to Spoke Phone from an external caller
• outbound: An outgoing call from Spoke Phone to another caller

The id of the call

** DEPRECATED **. Use the contactNumber and companyNumber fields instead.

Indicates whether the call was a Spoke conference call.

Webhook events call.answered, call.not_answered, call.hungup will not fire for calls where this field is set to true

Indicates whether the call was an internal (Spoke User to Spoke User) call. If this flag is true then there was no external party on the call, and the contactNumber and companyNumber fields will be empty.

This field is provided to simplify integration with CRM platforms. As there is no 'customer' or external party involved in the call these calls can be excluded from CRM call logs.

Webhook events call.answered, call.not_answered, call.hungup will not fire for calls where this field is set to true

Date/Time (UTC - ISO8601 format) that this call was last modified.

Unix timestamp that this call record was last modified.

** DEPRECATED **. Use the contactNumber and companyNumber fields instead.

Date/Time (UTC - ISO8601 format) that this call started.

Unix timestamp that this call was started

Status of the call. One of the following values:

• started
• offered
• missed
• accepted
• ended
• abandoned
• blocked

Human readable call summary suitable for inserting into call note fields in CRM platforms.

Currently these are provided in English language only.

Date/Time (UTC - ISO8601 format) that this call started

The team assigned to the call. This is a calculated value and is determined as the last team that is offered the call.

This field will be null for calls that are sent directly to users or phone numbers.

The phonebook contact (if any) associated with the external party on the call.

The user assigned to the call. This is a calculated value and is determined as the last user on the call

The company number that originated or terminated this call. This will be one of the numbers defined in the Spoke Phone Number settings page.

This field will be null for Spoke internal calls (where isInternal is true).

The phone number of the external party that originated or terminated this call. Use this field for CRM integration if there is no value in the assignedContact field and you wish to create a new record for unknown customer numbers.

Possible values:

• null: This field will be blank for Spoke internal calls (where isInternal is true).
• ANONYMOUS: If the external party has masked their caller id then this field will contain the value ANONYMOUS
• +E164 Number: A phone number in +E164 format (e.g. +16508221060)

For inbound calls, contains the directory entry the call was originally routed to/intended for. For outbound calls, this field will be empty.

In the case of calls to teams where roll-over rules have applied, this field will contain the first "offered" team only.

Duration of the call in milliseconds.

Duration of the call in human readable form

Date/Time (UTC - ISO8601 format) that this call ended or the caller hung up

A list of forms started or submitted for this call.

A Form represents a form started or submitted by a Spoke user, during the call, at the end of the call, or at any time after the call has ended.

A list of highlights for this call.

A Highlight represents a snapshot of the call, taken at a point in time by a Spoke user, with one or more optional tags selected.

It is possible to have multiple Highlights in a call, and each Highlight may have multiple tags associated with it.

A list of notes recorded against a call.

A Note represents a note recorded by a Spoke user at the end of the call, or at any time after the call has ended The note is first transcribed and then optionally edited by the user.

It is possible to store multiple Notes against a call, and each Note can have multiple NoteContent items for each paragraph of text recorded.

The final outcome of the call. Populated for all calls, once the call has ended.

For inbound calls that are unanswered (i.e. missed or abandoned) this field contains further details about the reason for the outcome.

For outbound calls that are blocked this field contains further details about the reason for the outcome.

A list of the parties on this call. Each call will consist of at least one, and possibly many, call parties.

A call party represents a User, Device or in the case of external parties, an E164 PSTN phone number.

It is possible for a party to leave and then rejoin a call via transfer or conference. Each instance of the party joining the call is represented by a separate entry in the connections attribute of the call party.

Passthrough parameters associated with the call. Use passthrough parameters to initiate and trace calls from other systems.

Passthrough parameters can be associated with a call via the following mechanisms.

• Deep linking - dialing a call via the Spoke App
• Redirect - redirecting a call to Spoke from Twilio
• Data Action - returning passthrough parameters in response to a call related data action request.

The parameter names and values are URL decoded, safety checked and stored on input and no additional processing is performed.

All recordings associated with this call.

It is possible for a call to have more than one recording if the organisation has the ad-hoc recording option enabled. This option allows users to toggle recording on and off during the call. In this case there will be one recording per "on" period.

The overall call tariff calculated by Spoke's call tariffing engine.

Note: This field is only populated when the optional "Call Tariffing API" add-on is enabled.

For BYOT Customers:

• Tariffing does not meter calls that are not carried by Spoke. For example, Flex-only or Studio-only calls will not be metered.
• Due to the asynchronous nature of the Twilio platform, call durations are likely to differ on Spoke vs Twilio.
• Incoming calls that are initially handled through Studio before being redirected to Spoke will have their start time as the time the Spoke Redirect Handler was called. In these cases, the total time for an inbound call tariffed on Spoke will not include the time the caller was interacting with Studio.

All calls are tariffed in real time. This field will be populated once the call has ended.

Tariffing does not meter other services such as call recording.

Tariffs are calculated based on the following factors:

• The number of connected call parties. An answered call has a minimum of two call party connections.

• Each party is tariffed based on a call route. There are a number of factors which determine a call route, including the mode of transport (e.g. Spoke Client, SIP or PSTN), and, in the case of PSTN calls, the initiator and recipient numbers

• If a a user leaves and then rejoins a call via transfer or conference, each instance will be treated as a separate party for the purpose of tariffing. Each party connection is identifiable by vendorCallId for reconciliation against external systems

• Call duration. By default, the Spoke tariffing engine tariffs calls rounded up to the nearest minute. This means that a connection which is 10 seconds long will be billed with a quantity of 1, similarly a connection which is 75 seconds long will be billed with a quantity of 2

• The total call cost is calculated as the sum of the individual connected party tariffs.

The first user on the call. This is the user who either initiated the call (for outbound calls) or answered the call (for inbound calls).

The CPaaS vendor that carried the call. One of the following values:

• twilio

The vendor's identifier for the call. The value of this field is dependent on the value of the vendor field:

• twilio: the CallSid of the parent call

Voicemail associated with this call.

If a call with direction of inbound has a status of missed then there may be a voicemail recording. This provides details about the voicemail and optionally

The length of time in milliseconds the first caller waited prior to the call being answered by a user or an external party.

If the call was answered, this field is calculated as the time difference between startedAt and answeredAt, where startedAt is the time that the call started on the Spoke platform.

For inbound calls, if the customer has interacted with the Spoke IVR, then wait time will include the IVR interaction time.

For unanswered calls this field is equivalent to the duration of the call.

Wait time of the call in human readable form

The ID of the call this recording belongs to

The number of channels in the recording. One of:

• 1: mono
• 2: stereo

Duration of the call recording in seconds

The size of the call recording file in bytes

The ID of the call recording

The MIME type of the recording. One of:

• audio/mpeg
• audio/wav

Date/Time (UTC - ISO8601 format) when the call recording started

The transcript of the call recording

URL of the recording for retrieval.

The URL is a signed URL that expires six hours after the call was recorded. To get a newly signed URL, GET the call resource from the /calls/:id API endpoint.

If the query parameter includeRecordingUrl is set to false, this will be omitted.

The content analyses matching the filters provided as query params