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
Last modified 22d ago