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 Queue 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. |
App.IvrWebhook
This webhook type sends CDR data that is generated from contact center IVRs. The webhook is triggered after an IVR call has been ended.
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) |
IvrId | Internal IVR ID |
IvrName | Name of IVR |
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 |
TransferType | Type of Transfer |
TrasnferToId | Transfer destination ID |
TransferToName | Transfer desination Name |
IvrInputs | An array of input data that was collected in the IVR. See properties below: |
ID | Internal Input ID |
InputDateTime | Time of Input |
BlockName | Name of block that collected the data |
ParameterName | Parameter/variable name |
ParameterValue | Contents of Parameter/variable |
BlockType | Type of block that collected the data |
DataValue01 | Value populated in the IVR for this field. See Data Collection |
DataValue02 | Value populated in the IVR for this field. See Data Collection |
DataValue03 | Value populated in the IVR for this field. See Data Collection |
DataValue04 | Value populated in the IVR for this field. See Data Collection |
DataValue05 | Value populated in the IVR for this field. See Data Collection |
DataValue06 | Value populated in the IVR for this field. See Data Collection |
DataValue07 | Value populated in the IVR for this field. See Data Collection |
DataValue08 | Value populated in the IVR for this field. See Data Collection |
DataValue09 | Value populated in the IVR for this field. See Data Collection |
DataValue10 | Value populated in the IVR for this field. See Data Collection |
DataValue11 | Value populated in the IVR for this field. See Data Collection |
DataValue12 | Value populated in the IVR for this field. See Data Collection |
DataValue13 | Value populated in the IVR for this field. See Data Collection |
DataValue14 | Value populated in the IVR for this field. See Data Collection |
DataValue15 | Value populated in the IVR for this field. See Data Collection |
DataValue16 | Value populated in the IVR for this field. See Data Collection |
DataValue17 | Value populated in the IVR for this field. See Data Collection |
DataValue18 | Value populated in the IVR for this field. See Data Collection |
DataValue19 | Value populated in the IVR for this field. See Data Collection |
DataValue20 | Value populated in the IVR for this field. See Data Collection |
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
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