> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call signalling and handling events

> Timestamps for every signalling and handling state change in an Amazon Connect Contact's lifecycle, emitted by the Agent Experience Collector.

The `callEvents` object contains timestamps for every signalling and handling state change in one Amazon Connect Contact's lifecycle. The Agent Experience Collector emits this object on every Contact.

## Schema

```json theme={null}
"callEvents": {
  "initiated": "2026-05-18T10:14:13Z",
  "incoming": "2026-05-18T10:14:14.427Z",
  "connecting": "2026-05-18T10:14:14.428Z",
  "accepted": "2026-05-18T10:14:20.025Z",
  "connected": "2026-05-18T10:14:20.626Z",
  "muted": "2026-05-18T10:14:44.975Z",
  "unmuted": "2026-05-18T10:14:55.018Z",
  "onHold": "2026-05-18T10:14:22.346Z",
  "resumed": "2026-05-18T10:14:33.951Z",
  "disconnected": "2026-05-18T10:15:49Z",
  "ended": {
    "party": "Agent",
    "timestamp": "2026-05-18T10:15:05.182Z"
  }
}
```

## Fields

All timestamps are ISO 8601 UTC strings.

| Name              | Type              | Required | Description                                                                                                                                                                    | Example                    |
| ----------------- | ----------------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------- |
| `initiated`       | string (ISO 8601) | yes      | The time the Contact connected to the Amazon Connect environment.                                                                                                              | `2026-05-18T10:14:13Z`     |
| `incoming`        | string (ISO 8601) | no       | The Contact is incoming and waiting for acceptance.                                                                                                                            | `2026-05-18T10:14:14.427Z` |
| `connecting`      | string (ISO 8601) | no       | The Contact is connecting. For voice Contacts, this is when the agent accepts the incoming call; for other Contact types, the Contact is accepted during the `INCOMING` state. | `2026-05-18T10:14:14.428Z` |
| `accepted`        | string (ISO 8601) | no       | The Contact has been accepted by the agent.                                                                                                                                    | `2026-05-18T10:14:20.025Z` |
| `connected`       | string (ISO 8601) | no       | The Contact is connected.                                                                                                                                                      | `2026-05-18T10:14:20.626Z` |
| `muted`           | string (ISO 8601) | no       | The agent's local media is muted.                                                                                                                                              | `2026-05-18T10:14:44.975Z` |
| `unmuted`         | string (ISO 8601) | no       | The agent's local media is unmuted.                                                                                                                                            | `2026-05-18T10:14:55.018Z` |
| `onHold`          | string (ISO 8601) | no       | The Contact is connected but on hold.                                                                                                                                          | `2026-05-18T10:14:22.346Z` |
| `resumed`         | string (ISO 8601) | no       | The Contact has been taken off hold.                                                                                                                                           | `2026-05-18T10:14:33.951Z` |
| `disconnected`    | string (ISO 8601) | no       | The connection is no longer connected to the Contact.                                                                                                                          | `2026-05-18T10:15:49Z`     |
| `ended.party`     | string            | no       | Party that ended the Contact. One of `Agent`, `Customer`, `System`.                                                                                                            | `Agent`                    |
| `ended.timestamp` | string (ISO 8601) | no       | The time the Contact ended.                                                                                                                                                    | `2026-05-18T10:15:05.182Z` |

## Notes

* All fields except `initiated` are optional. They're absent when the corresponding state didn't occur — for example, `muted` and `unmuted` are absent on contacts where the agent never muted the microphone.
* `initiated` is always present and marks when the Contact connected to the Amazon Connect environment.
* `ended.party` distinguishes who terminated the Contact: `Agent`, `Customer`, or `System`.