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 interaction has been ended.
CallId
Internal unique interaction Id
ScenarioId
Unique interaction Id
CallDirection
Direction of interaction (Inbound/Outbound)
CallerName
Name of contact
CallerAdId
Entra ID object ID of contact
CallerUpn
User principal name of contact
CallerNumber
Phone number of interaction
StartDateTime
Start date/time of interaction
EndDateTime
End date/time of interaction
CallLength
Total interaction length (wait time plus handle time)
WaitTime
Amount of time the contact has waited in the queue before connecting with the agent
TalkTime
Amount of time the agent and contact 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 interaction was transferred from
MetServiceLevel
Did the interaction that met the specified queue service level (True/False)
AgentName
Name of agent that connected with the contact
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 contact 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 interaction has been ended.
CallId
Internal unique interaction Id
ScenarioId
Unique interaction Id
CallDirection
Direction of interaction (Inbound/Outbound)
CallerName
Name of Contact
CallerAdId
Entra ID object ID of contact
CallerUpn
User principal name of contact
CallerNumber
Phone number of contact
StartDateTime
Start date/time of interaction
EndDateTime
End date/time of interaction
CallLength
Total interaction length (wait time plus handle 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 destination 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
App.AgentWebhook
This webhook type sends CDR data that is generated from agents. The webhook is triggered after an interaction has been ended.
CallId
Internal unique interaction Id
ScenarioId
Unique interaction Id
CallDirection
Direction of interaction (Inbound/Outbound)
CallerName
Name of Contact
CallerAdId
Entra ID object ID of contact
CallerUpn
User principal name of contact
CallerNumber
Phone number of contact
StartDateTime
Start date/time of interaction
EndDateTime
End date/time of interaction
CallLength
Total interaction length (wait time plus handle time)
AgentName
Name of agent that connected with the contact
AgentUpn
User principal name of the agent
AgentId
Internal Agent ID
AgentAdId
Entra ID object ID of agent
InteractionObjectId
Internal queue or IVR ID
InteractionObjectName
Name of queue or IVR
OUPath
Organization unit path of the interaction detail record
ParentId
Internal ID of the parent record
AverageSentimentScore
Average Sentiment Score of the interaction.
CallState
How the agent interacted with the interaction. Examples: connected, missed, or rejected.
IsDirectCall
Was this a direct call. (True/False)
WrapupTime
Time the agent spent in wrapup
WrapupData
An array of data that was collected in the wrapup question set. See properties below:
QuestionId
Internal ID of the question
Order
Order the questions were presented
Question
Wrapup question
Answer
Wrapup question answer
App.RecordingWebhook
This webhook type sends CDR data that is generated from recordings. The webhook is triggered after a recorded call has been ended.
CallId
Internal unique interaction Id
ScenarioId
Unique interaction Id
StartDateTime
Start date/time of interaction
EndDateTime
End date/time of interaction
CallDirection
Direction of interaction (Inbound/Outbound)
CallLength
Total interaction length (wait time plus handle time)
CallerName
Name of Contact
CallerAdId
Entra ID object ID of contact
CallerNumber
Phone number of contact
CallerUpn
User principal name of contact
CalleeName
Name of Callee
CalleeAdId
Entra ID object ID of callee
CalleeUpn
User principal name of callee
CalleeNumber
Phone number of callee
OuPath
Organization unit path of the call detail record
RecordingFileName
Name of recording file in blob storage
RecordingMode
Recording mode that was applied to the call
RecordedUserName
Name of user that was recorded
RecordedUserUpn
User principal name of the user that was recorded
RecordedUserAdId
Entra ID object ID of the user that was recorded
Transcription
An array of Transcription phrases that were collected during the call. See properties below:
ParticipantId
Id of participant. Refer to participants list.
SentimentScore
Sentiment score of the phrase
Phrase
Transcription phrase
CreationTime
Time when the transcription phrase was created.
Participants
Participants in call.
Id
Id of participant.
Name
Name of participant.
EntraId
Entra object Id of participant (if available).
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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