Webhooks

Navigate to Administration | Webhooks | Add

Webhooks have the ability to send an HTTP POST request to a URL. The HTTP POST body includes CDR data and can be used to trigger an action or populate an external database.

Webhook Subscription Properties

Webhook Endpoint	HTTP POST URL
Is Active	Enables or Disables the Webhook
Webhook Events	Types of webhook events to send. See Webhook Event Types
Additional Webhook Headers	Custom Headers to send in the HTTP POST (Optional)

Webhook Event Types

App.TestWebhook

This webhook type is used for testing purposes only. The webhook is triggered by selecting the Send Test Webhook button.

App.QueueWebhook

This webhook type sends CDR data that is generated from contact center queues. The webhook is triggered after a queue call has been ended.

Property	Description
CallId	Internal Call ID.
ScenarioId	Microsoft Teams Call ID.
CallDirection	Direction of Call (Inbound/Outbound)
CallerName	Name of Caller
CallerAdId	Entra ID object ID of caller
CallerUpn	User principal name of caller
CallerNumber	Phone number of caller
StartDateTime	Start date/time of call.
EndDateTime	End date/time of call.
CallLength	Total call length (wait time plus talk time)
WaitTime	Amount of time the caller has waited in the queue before connecting with the agent
TalkTime	Amount of time the agent and caller were connected.
QueueId	Internal Call ID
QueueName	Name of queue
ResourceAccountObjectId	Value will always be "Null". Property added for future feature.
OUPath	Organization unit path of the call detail record.
ParentId	Internal ID of the parent record.
From	The name of the IVR or Contact Center Queue that the call was transferred from.
MetServiceLevel	Did the call that met the specified queue service level. (True/False)
AgentName	Name of agent that connected with the caller.
AgentUpn	User principal name of the agent.
AgentId	Internal Agent ID
AgentAdId	Entra ID object ID of agent
CallbackRequestId	Internal ID of callback request.
LeaveReason	Reason why the caller disconnected from the queue.
TransferType	Timeout action taken
TransferToId	ID of the endpoint that the queue transferred to.
TransferToName	The name of the endpoint that the queue transferred to. This could be a user, queue, IVR, or PSTN number.

Webhook History

Administration | Webhooks | Select webhook subscription | View Webhook Send Attempts

Webhook subscription send attempts show the historical attempts to send the HTTP request to the webhook endpoint URL.

Troubleshooting Webhooks

The Test webhook can be triggered manually for testing purposes. First, add the App.TestWebhook event to a Webhook Subscription. Then on the main webhook page, select the Send Test Webhook button.

If a webhook subscription is failing, you can resend a webhook request by browsing to Administration | Webhooks | Select webhook subscription | View Webhook Send Attempts | Resend