Webhooks
Last updated
Last updated
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.
This webhook type is used for testing purposes only. The webhook is triggered by selecting the Send Test Webhook button.
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 |
---|---|
This webhook type sends CDR data that is generated from contact center IVRs. The webhook is triggered after an IVR call has been ended.
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.
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
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)
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.
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