We have calls that arrive inbound through the following path:
- MicrosoftTeamsAutoAttendantService
- MicrosoftTeamsCallQueueService
- Call rings queue/group
- Staff member answers
We also have calls that arrive inbound through a similar, but different, path:
- MicrosoftTeamsAutoAttendantService
- MicrosoftTeamsCallQueueService
- Call rings queue/group
- Call isn't answered and overflows to another QueueService Queue
- Call rings overflow queue/group
- Staff member answers
In the second instance, and in contrast to the first, the Call Records received do not show the:
- call coming in via the AutoAttendantService (even though it would have?)
- details of the first queue that was tried before overflowing
This makes it impossible to know how a particular call arrived at the final queue and destination. We can make certain assumptions about the flow of the call, but they may not always be accurate and lead to incomplete metrics.
How can I use the Graph API to determine the full route/path that a call takes through Teams? If this information isn't able to be determined, why?