Event Webhook
When a new call enters a queue or there is an abandoned call, an HTTP post request can be sent to a URL. This can be used to trigger Power Automate to perform an action.
Specific data is also included in the HTTP post:
New Queue Call
- EventName
- ScenarioId
- CallStartDateTime
- RemotePartyName
- RemotePartyUri
- RemotePartyNumber
- RemotePartyId
- QueueDisplayName
- CallsInQueue
- NumberOfAvailableAgents
Abandoned Call
- EventName
- ScenarioId
- QueueDisplayName
- RemotePartyName
- RemotePartyUri
- RemotePartyNumber
- RemotePartyId
- CallStartDateTime
- CallEndDateTime
- CallLength
- CallbackRequested
- VoicemailRequested
End Call
- EventName
- ScenarioId
- QueueDisplayName
- RemotePartyName
- RemotePartyUri
- RemotePartyNumber
- RemotePartyId
- CallStartDateTime
- CallEndDateTime
- CallLength
- AgentUPN
- TalkTime
- WaitTime
- CallbackRequested
- VoicemailRequested
- TimedOut
- Abandoned
- ServiceLevelAchieved
New blank Automated cloud flow | Skip Wizard (Do not specify a trigger in the wizard) | Search and select "When a HTTP request is received"
Open a new browser tab | Contact Center Administration | Queues/Teams | Queue Actions | Edit | Integrations | Copy JSON Schema for desired webhook | Paste the JSON Schema into the "Request Body JSON Schema" field in your Flow.
Create your action | save
Expand the "When a HTTP request is received" trigger | Copy the HTTP post URL | Paste the HTTP post URL in the desired Webhook URL field in the contact center queue Integration tab.
Last modified 1mo ago