Event Webhook

When a new call enters a queue, there is an abandoned call, or a call is ended, 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

Create a trigger in Power Automate:

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.