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