Call leg

When an agent calls a customer there is one leg between platform and customer. If the agent then dials a human colleague, a second leg is created; bridging the two joins them so audio flows between the endpoints. Ending one leg does not necessarily end the other, and which leg survives a transfer determines whether the customer stays connected when the agent drops.

Each leg carries independent state. Legs have their own answer time, hangup cause and duration, which is why total call time and billable time diverge, and why a call can show as answered from one perspective and unanswered from another. Reconstructing what happened during a transfer means reading the legs in sequence rather than looking at a single call record.

The distinction also underlies recording and consent. A recording attached to one leg captures only what that leg carried, so a consultation between two agents on a second leg may be recorded separately from the customer conversation, or not at all. In two-party-consent jurisdictions, knowing which parties were on which leg at which moment is the difference between a compliant recording and an unlawful one.