WebHook
Webhook Overview
- Webhooks are user-defined callbacks that are triggered by specific events to initiate the execution of tasks. They allow seamless integration by pushing data from one application or server to another when an event (trigger) occurs. This functionality is particularly useful for integrating Acefone with CRMs of your choice. Webhooks provide real-time responses, eliminating delays in accessing critical information and ensuring efficient data handling.
- To configure a webhook, you can set up the HTTP Method, specify the URL to receive data, and choose the trigger options. Detailed steps for adding a webhook are explained below.
- Contact Acefone support team to enable Webhook for your account. You can configure the Webhook by setting up the HTTP Method, URL (where data will be sent), and selecting one of the trigger options, which are detailed below.
Getting Started with Webhook
- To go to Webhook to your Acefone account, first log in using your unique User ID and Password. Once logged in, you will be directed to the main dashboard. From there, locate the navigation menu on the left-hand side of the screen and click on "API Connect". A set of options opens up. One of these options is the “Webhook".
- List of all Webhooks
- The table displays a list of all Webhooks with the following information:
| Field | Description | Options/Example |
|---|---|---|
| Name | The name of the webhook, used to identify it easily. | Example - "New Call Webhook" or "Agent Status Change" |
| Description | A brief explanation of the webhook's purpose or functionality. | Example - "Triggers when a new call starts" or "Sends agent status updates" |
| URL | The endpoint where the webhook data will be sent. | Example - https://example.com/webhook |
| Trigger | The event(s) that activate the webhook, such as call start, call end, or agent status change. | Example - "Call hangup (Missed or Answered)" |
| Destination | Specifies the destination for inbound and outbound calls. For Inbound calls, it displays the DID number on which the Webhook will trigger when a call lands. For Outbound calls, it shows the outbound type, indicating the type of outbound type selected (e.g., Call Broadcast, Click to call, or Dialer). | Inbound Calls: "+9180696XXXX0" Outbound Calls: "Click to call, Dialer or Call broadcast" |
| Call Type | Indicates whether the webhook applies to inbound, outbound, or all call types. | Example - "Inbound or Outbound" |
| Status | The current status of the webhook, such as Active, Disabled, or Paused. | Example - "Enabled or Disabled" |
| Action | Options to Edit, Disable or Enable, Pause, or Delete the webhook configuration. | Example - "Edit or Delete" |
- Add Webhook
- To add Webhook List, follow the below steps:
- Click on the API Connect tab on the side navigation.
- Click on Webhook.
- A list of all the Webhooks appears along with the relevant details.
- Click on Add Webhook.
- The following screen will appear, prompting you to complete the necessary fields as shown in the screenshot below.
- Here is a table explaining the fields from the Add Webhook interface based on the screenshot:
| Field | Description |
|---|---|
| Name | Enter the name of the Webhook. |
| Description | Add the Description. |
| Trigger | Choose the trigger from the dropdown. A trigger is a predefined action or notification that activates the Webhook. Below are the available triggers for inbound and outbound calls: - Call received on Server - Call answered on IVR - Call answered by Agent - Call hangup (Missed) (Deprecated) - Call hangup (Answered) (Deprecated) - Call hangup (Missed or Answered) - DTMF Option - Dialed on Agent - Call received on Department - Call received on Auto Attendant - Call answered by Agent (Hangup) - Call missed by Agent (Hangup) - Call answered by Customer (Click to call) - Call missed by Customer (Click to Call) - Disposition Status Updated (Dialer) - Call Connected to Agent (Dialer) - Session Call Answered - Call hangup (Missed) (updated) - Call hangup (Answered) (updated) |
| URL | Enter the URL to provide HTTP callbacks for the Webhook. |
| Request | Select a request from either of the following options: POST or GET. Note: The exchange of data happens over the web through an HTTP request, using GET & POST methods. |
| Call Type | Select the required Call Type from either of the following options: Inbound or Outbound. |
| Content-Type | Select the Content-Type that contains the data from the following body types: - application/x-www-form-urlencoded: The content body is in HTML format. - application/json: The content body is in JSON format. |
| Outbound Type | Select the Outbound-Type that contains the data from the following options: - Click to Call - Call Broadcast - Dialer |
| My Numbers | Select the required numbers from the dropdown. |
| Date Time Format | A dropdown menu to select the format for date and time in webhook data. Options include: - Default: Standard date and time format. - Epoch/Unix Time: Seconds since January 1, 1970. - ISO 8601: Standardized format (e.g., YYYY-MM-DDTHH:mm:ssZ). |
| Time Zone | A dropdown menu to select the time zone for webhook data. Options include: - IST: Indian Standard Time - UTC: Coordinated Universal Time. |
Note: While configuring the triggers, Webhook sends an HTTP request encompassing various parameters to different endpoints. These parameters form the Response Body as demonstrated in the screenshot. Also, the parameters change as per the selected trigger.
- Click Add header and enter the key and the value to insert additional values in the Response Body.
- Click Save.
WebHook Triggers
The notifications are triggered at the start or end of a call or based on events occurred during a call. The below-mentioned triggers or the automated processes are generated for both inbound and outbound calls, which are as following:
| Trigger Name | Description | Call Type |
|---|---|---|
| Call received on Server | When a call is received on the server. | Inbound |
| Call answered on IVR | When a call is answered on IVR. | Inbound and Outbound |
| Call answered by Agent | When a call is answered by an agent. | Inbound and Outbound |
| Call hangup (Missed) | When a call is missed. | Inbound and Outbound |
| Call hangup (Answered) | When a call is answered. | Inbound and Outbound |
| Call hangup (Missed or Answered) | When a call is either hung up due to being missed or after being answered. | Inbound and Outbound |
| DTMF Option | When the DTMF option is pressed on IVR. | Inbound and Outbound |
| Dialed on Agent | When a call is dialed on an agent. | Inbound |
| Call received on Department | When a call is received on the department. | Inbound |
| Call received on Auto Attendant | When a call is received on an auto attendant. | Inbound |
| Call answered by Agent (Hangup) | When a call is answered by an agent and then hung up. | Inbound |
| Call missed by Agent (Hangup) | When a call is hung up due to being missed. | Inbound |
| Call answered by Customer (Click to call) | When a call is answered by the customer in the click to call dial method. | Outbound |
| Call missed by Customer (Click to call) | When a call is missed by the customer in the click to call dial method. | Outbound |
| Call Connected to Agent (Dialer) | When a customer is connected to an agent via dialer. | Inbound and Outbound(Dialer) |
| Disposition Status Updated (Dialer) | When the agent updates the disposition status for a call via dialer. | Inbound and Outbound(Dialer) |
To configure the triggers, Webhook sends an HTTP request, encompassing various parameters to different endpoints. The Request Parameters have been mentioned below for each trigger.
Call Connected to Agent (Dialer) and Disposition Status Updated (Dialer) webhooks are only available for the dialer calls.
Call answered by Agent (Hangup)
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The caller ID visible to the customer. For example, 701XXXXXXX. | String |
| $customer_number_with_prefix | Customer number with country code. | String |
| $customer_number | Customer number | String |
| $answered_agent_number | Number of the agent who answered the call. | String |
| $answered_agent_name | Name of the agent who answered the call. | String |
| $start_stamp | The start time of the call. For example, 2021-08-09 17:58:44. | String |
| $answer_stamp | The answer time of the call on the server. For example, 2021-08-09 17:56:21. | String |
| $end_stamp | The end time of the call. For example, 2021-08-09 17:58:44. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $digits_dialed | The array containing DTMF input. For example, 1. | Array of Strings |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call. For example, 10. | String |
| $answered_agent | The data of the agent who answered the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Object |
| $missed_agent | The data of the agent who missed the call. Note: Present in Call missed by Agent (Hangup) trigger type. | Array of Object |
| $call_flow | The flow of the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Array |
| $broadcast_lead_fields | Details (name, email ID, phone number, address, etc) of the lead. | String |
| $recording_url | The URL for recording. | String |
| $start_date | Start date of the call. | String |
| $start_time | Start time of the call. | String |
| $call_connected | Whether the call is connected or not. | Boolean |
| $broadcast_name | Name of the broadcast campaign | String |
| $broadcast_id | ID of the broadcast campaign | String |
| $bridged_duration | ||
| $call_status | Status of the call. (Answered or Missed) | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628512094.7228905. | String |
| $outbound_sec | The duration of an outbound call. For example, 10. | String |
| $agent_ring_time | The duration for which the call was in a ringing state. For example, 10. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $telecom_operator | Name of the telecom operator. | String |
| $telecom_circle | Name of the telecom circle | String |
| $first_missed_agent_number | Number of the agent who first missed the call. | String |
| $first_missed_agent_follow_me_number | Number of the agent who first missed the call. | String |
| $end_time | End time of the call | String |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
Call missed by Agent (Hangup)
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The caller ID visible to the customer. For example, 701XXXXXXX. | String |
| $customer_number_with_prefix | Customer number with country code. | String |
| $customer_number | Customer number | String |
| $answered_agent_number | Number of the agent who answered the call | String |
| $answered_agent_name | Name of the agent who answered the call | String |
| $start_stamp | The start time of the call. For example, 2021-08-09 17:58:44. | String |
| $answer_stamp | The answer time of the call on the server. For example, 2021-08-09 17:56:21. | String |
| $end_stamp | The end time of the call. For example, 2021-08-09 17:58:44. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $digits_dialed | The array containing DTMF input. For example, 1. | Array of Strings |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call. For example, 10. | String |
| $answered_agent | The data of the agent who answered the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Object |
| $missed_agent | The data of the agent who missed the call. Note: Present in Call missed by Agent (Hangup) trigger type. | Array of Object |
| $call_flow | The flow of the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Array |
| $broadcast_lead_fields | Details (name, email ID, phone number, address, etc) of the lead. | String |
| $recording_url | The URL for recording. | String |
| $start_date | Start date of the call. | String |
| $start_time | Start time of the agent. | String |
| $call_connected | Whether or not the call is connected. | Boolean |
| $broadcast_name | Name of the broadcast campaign. | String |
| $broadcast_id | ID of the broadcast campaign. | STring |
| $bridged_duration | ||
| $call_status | Status of the call. (Answered or Missed) | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628512094.7228905. | String |
| $outbound_sec | The duration of an outbound call. For example, 10. | String |
| $agent_ring_time | The duration for which the call was in a ringing state. For example, 10. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $telecom_operator | Name of the telecom operator. | String |
| $telecom_circle | Name of the telecom circle. | String |
| $first_missed_agent_number | Number of the agent who first missed the call. | String |
| $first_missed_agent_follow_me_number | Number of the agent who first missed the call. | String |
| $end_time | End time of the call. | String |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
Call hangup (Missed or Answered)
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The caller ID visible to the customer. For example, 701XXXXXXX. | String |
| $customer_number_with_prefix | Customer number with country code. | String |
| $customer_number | Customer number. | String |
| $answered_agent_number | Number of the agent who answered the call. | String |
| $answered_agent_name | Name of the agent who answered the call. | String |
| $start_stamp | The start time of the call. For example, 2021-08-09 17:58:44. | String |
| $answer_stamp | The answer time of the call on the server. For example, 2021-08-09 17:56:21. | String |
| $end_stamp | The end time of the call. For example, 2021-08-09 17:58:44. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $digits_dialed | The array containing DTMF input. For example, 1. | Array of Strings |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call. For example, 10. | String |
| $answered_agent | The data of the agent who answered the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Object |
| $missed_agent | The data of the agent who missed the call. Note: Present in Call missed by Agent (Hangup) trigger type. | Array of Object |
| $call_flow | The flow of the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Array |
| $broadcast_lead_fields | Details (name, email ID, phone number, address, etc) of the lead. | String |
| $recording_url | The URL for recording. | String |
| $start_date | Start date of the call. | String |
| $start_time | Start time of the call. | String |
| $call_connected | Whether or not the call was connected. | Boolean |
| $broadcast_name | Name of the broadcast campaign. | String |
| $broadcast_id | ID of the broadcast campaign. | String |
| $bridged_duration | ||
| $call_status | Status of the call. (Answered or Missed) | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628512094.7228905. | String |
| $outbound_sec | The duration of an outbound call. For example, 10. | String |
| $agent_ring_time | The duration for which the call was in a ringing state. For example, 10. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $telecom_operator | Name of the telecom operator. | String |
| $telecom_circle | Name of the telecom circle. | String |
| $first_missed_agent_number | Number of the agent who first missed the call. | String |
| $first_missed_agent_follow_me_number | Number of the agent who first missed the call. | String |
| $end_time | End time of the call. | String |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
Call hangup (Answered)
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The caller ID visible to the customer. For example, 701XXXXXXX. | String |
| $customer_number_with_prefix | Customer number with country code. | String |
| $customer_number | Customer number. | String |
| $answered_agent_number | Number of the agent who answered the call. | String |
| $answered_agent_name | Name of the agent who answered the call. | String |
| $start_stamp | The start time of the call. For example, 2021-08-09 17:58:44. | String |
| $answer_stamp | The answer time of the call on the server. For example, 2021-08-09 17:56:21. | String |
| $end_stamp | The end time of the call. For example, 2021-08-09 17:58:44. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $digits_dialed | The array containing DTMF input. For example, 1. | Array of Strings |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call. For example, 10. | String |
| $answered_agent | The data of the agent who answered the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Object |
| $missed_agent | The data of the agent who missed the call. Note: Present in Call missed by Agent (Hangup) trigger type. | Array of Object |
| $call_flow | The flow of the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Array |
| $broadcast_lead_fields | Details (name, email ID, phone number, address, etc) of the lead. | String |
| $recording_url | The URL for recording. | String |
| $start_date | Start date of the call. | String |
| $start_time | Start time of the call. | String |
| $call_connected | Whether or not the call is connected. | Boolean |
| $broadcast_name | Name of the broadcast campaign. | String |
| $broadcast_id | ID of the broadcast campaign. | String |
| $bridged_duration | ||
| $call_status | Status of the call. (Answered or Missed) | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628512094.7228905. | String |
| $outbound_sec | The duration of an outbound call. For example, 10. | String |
| $agent_ring_time | The duration for which the call was in a ringing state. For example, 10. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $telecom_operator | Name of the telecom operator. | String |
| $telecom_circle | Name of the telecom circle. | String |
| $first_missed_agent_number | Number of the agent who first missed the call. | String |
| $first_missed_agent_follow_me_number | Number of the agent who first missed the call. | String |
| $end_time | End time of the call. | String |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
Call answered by Agent
Below-mentioned are the request variables for Call answered by Agent trigger type:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 91806XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 98765XXXXXX. | String |
| $start_stamp | The date and time on which the call was received. For example, 2021-08-09 14:37:52. | String |
| $answered_agent_number | The number of the agent who answered the call. For example, 96432123XXX. | String |
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example,1628364922.6274679. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $call_status | The status of the call. For example, answered. | String |
| $direction | The direction of the call. For example, click_to_call. | String |
| $customer_no_with_prefix | Customer number with country code. | String |
Call answered on IVR
Below-mentioned are the request variables for Call answered on IVR trigger type:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 91806XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 98765XXXXXX. | String |
| $start_stamp | The date and time on which the call was received. For example, 2021-08-09 14:37:52. | String |
| $ivr_id | The unique ID of the IVR. For example, 3112. Note: Present in Call Answered on IVR trigger type. | Integer |
| $ivr_name | The name of the IVR through which the call has been received. For example, Election promotion IVR. | String |
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example,1628364922.6274679. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $customer_no_with_prefix | Customer number with country code. | String |
DTMF Option
Below-mentioned are the request variables for the DTMF Option trigger type:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 91806XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 98765XXXXXX. | String |
| $date | The time at which option is pressed. For example, 2021-08-10 01:43:47. | String |
| $digit_pressed | The DTMF Options pressed by the customer. For example, 3. | String |
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example, 1628540022.7292026. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $customer_no_with_prefix | Customer number with country code. | String |
Call hangup (Missed)
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 61111f5e708c5. | String |
| $call_to_number | The dialed number of the customer. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The caller ID visible to the customer. For example, 701XXXXXXX. | String |
| $customer_number_with_prefix | Customer number with country code. | String |
| $customer_number | Customer number. | String |
| $answered_agent_number | Number of the agent who answered the call. | String |
| $answered_agent_name | Name of the agent who answered the call. | String |
| $start_stamp | The start time of the call. For example, 2021-08-09 17:58:44. | String |
| $answer_stamp | The answer time of the call on the server. For example, 2021-08-09 17:56:21. | String |
| $end_stamp | The end time of the call. For example, 2021-08-09 17:58:44. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $digits_dialed | The array containing DTMF input. For example, 1. | Array of Strings |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call. For example, 10. | String |
| $answered_agent | The data of the agent who answered the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Object |
| $missed_agent | The data of the agent who missed the call. Note: Present in Call missed by Agent (Hangup) trigger type. | Array of Object |
| $call_flow | The flow of the call. Note: Present in Call answered by Agent (Hangup) trigger type. | Array |
| $broadcast_lead_fields | Details (name, email ID, phone number, address, etc) of the lead. | String |
| $recording_url | The URL for recording. | String |
| $start_date | Start date of the call. | String |
| $start_time | Start time of the call. | String |
| $call_connected | Whether the call is connected or not. | Boolean |
| $broadcast_name | Name of the broadcast campaign. | String |
| $broadcast_id | ID of the broadcast campaign. | String |
| $bridged_duration | ||
| $call_status | Status of the call. (Answered or Missed) | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628512094.7228905. | String |
| $outbound_sec | The duration of an outbound call. For example, 10. | String |
| $agent_ring_time | The duration for which the call was in a ringing state. For example, 10. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $telecom_operator | Name of the telecom operator. | String |
| $telecom_circle | Name of the telecom circle. | String |
| $first_missed_agent_number | Number of the agent who first missed the call. | String |
| $first_missed_agent_follow_me_number | Number of the agent who first missed the call. | String |
| $end_time | End time of the call. | String |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
Call received on Server
The request variables for the above-mentioned trigger types are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 610edefd7b4dd. | String |
| $call_to_number | The destination number where the call will be transferred. For example, 918069010148. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 701XXXXXXX. | String |
| $start_stamp | The start time of the call. For example, 2021-08-08 00:59:01. | String |
| $call_id | The ID of the number that helps to identify the call and track different triggers for a particular call. For example, 1628364541.6274658. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $customer_no_with_prefix | Customer number with country code. | String |
Dialed on Agent
The request variables for Dialed on Agent trigger type are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection.For example, 61110678a4896. | String |
| $call_to_number | The destination number of the call. For example, 9180XXXXXXXX. | String |
| $caller_id_number | The number on which the client called. For example, 97XXXXXXXX. | String |
| $date | The date and time at which agent is called. For example, 2021-08-09 16:12:00. | String |
| $call_flow | The complete call flow of how the call reached the agent. Note: Present only if the call is answered by an agent. | Array |
| $dept_name | The names of the department which received the calls. For example, Sales Department. Note: Present in case the call was received on at least one department. | Array of strings |
| $ivr_name | The names of the IVRs which received the call. For example, Election Promotion IVR. Note: Present in case the call was received on at least one IVR. | Array of strings |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example, 1628505720.7070048. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $agent_number | The agent phone number on which the call will be received. For example, +918383081442. | String |
| $agent_name" | The name of the agent who will receive the call. For example, Dhawanas. | String |
| $customer_no_with_prefix | Customer number with country code. | String |
Call received on Department
The request variables for Received on Department trigger type are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 610ee07a48b18. | String |
| $call_to_number | The number on which the client called. For example, 918069010148. | String |
| $caller_id_number | The number of the client. For example, 701XXXXXXX. | String |
| $date | The date and time on which the call was received. For example, 2021-08-09. | String |
| $call_flow | The complete call flow of how call reached the department. | Array |
| $dept_id | The unique ID of the department. For example, 6999. | String |
| $dept_name | The name of the department. For example, Demo Department | String |
| $ivr_name | The name of the IVR through which the call has been received. For example, Election promotion IVR. | String |
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example,1628364922.6274679. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $customer_no_with_prefix | Customer number with country code. | String |
Call received on Auto Attendant
The request variables for Received on Auto Attendant trigger type are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 6110f5411fa02. | String |
| $call_to_number | The number on which client called. For example, 80XXXXXXXX. | String |
| $caller_id_number | The number of the client. For example, 70XXXXXXXX. | String |
| $start_stamp | The date and time on which the call was received. For example, 2021-08-09 14:58:32. | String |
| $auto_attendant_id | The unique ID of auto attendant. For example, 3649. | String |
| $auto_attendant_name | The name of auto attendant. For example, Festival sale auto attendant. | String |
| $call_id | The call ID of the number that helps to track the different triggers for a particular call. For example,1628501312.6959347. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $customer_no_with_prefix | Customer number with country code. | String |
Call answered by Customer (Click to Call)
The request variables for Call Answered by Customer trigger type are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 6110f068a4139 | String |
| $call_to_number | The dialed number of the customer. For example, 701XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 918069010102 | String |
| $start_stamp | The date and time on which the call was received. For example, 2021-08-09 14:37:52. | String |
| $direction | The direction of the call. For example, click_to_call. | String |
| $answer_agent_number | The number of agent who answered the call. For example, 918383081442. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $call_status | The status of the call. Note: Herein the status will be "answered by customer". | String |
| $customer_no_with_prefix | Customer number with country code. | String |
Disposition Status Updated (Dialer)
The response variables for Disposition Status Updated (Dialer) for both inbound and outbound calls are:
| Variable Name | Description | Data Type |
|---|---|---|
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example, 1628540022.7292026. | String |
| $call_to_number | The dialed number of the customer. For example, 701XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 918069010102 | String |
| $start_stamp | The date and time at which the call started. For example, 2021-08-09 14:58:32. | String |
| $start_date | The date on which the call started. For example, 2021-08-09 | String |
| $start_time | The time at which the call started. For example,16:12:00. | String |
| $end_stamp | The date and time on which the call ended. For example, 2021-08-09 14:58:32. | String |
| $end_date | The date on which the call ended. For example, 2021-08-09 | String |
| $end_time | The time at which call ended. For example,16:12:00. | String |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call in seconds. For example,12. | String |
| $call_flow | The complete call flow of how the call reached the agent and customer. | String |
| $lead_fields | The lead list fields of a lead in the dialer campaign. | String |
| $campaign_name | The name of the dialer campaign. For example, Demo campaign. | String |
| $campaign_id | The ID of dialer campaign. For example, 1213334. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $agent | The agent assigned to the dialer campaign. For example, Demo Agent. | String |
| $agent_name | Name of the agent assigned to the dialer campaign. | String |
| $agent_number | Number of the agent assigned to the dialer campaign. | String |
| $disposition | The disposition status for a call set by the agent in the dialer panel. For example, Hangup. | String |
| sub_dispositon | Further division of disposition status. For example, if the disposition status is "Answered" then sub disposition status could be "Interested" or "Not Interested". | String |
| customer_no_with_prefix | Customer number with country code. | String |
Call Connected to Agent (Dialer)
The response variables for Call Connected to Agent (Dialer) for both inbound and outbound calls are:
| Variable Name | Description | Data Type |
|---|---|---|
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example, 1628540022.7292026. | String |
| $call_to_number | The dialed number of the customer. For example, 701XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 918069010102 | String |
| $start_stamp | The date and time at which call started. For example, 2021-08-09 14:58:32. | String |
| $start_date | The date on which call started. For example, 2021-08-09 | String |
| $start_time | The time at which call started. For example,16:12:00. | String |
| $direction | The direction of the call and the possible values are:
| String |
| $call_flow | The complete call flow of how the call reached the agent and customer. | String |
| $lead_fields | The lead list fields of a lead in the dialer campaign. | String |
| $campaign_name | The name of the dialer campaign. | String |
| $campaign_id | The ID of dialer campaign. For example, 1213334. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $agent | The agent assigned to the dialer campaign. For example, Demo Agent. | String |
| $agent_name | Name of the agent assigned to the dialer campaign. | String |
| $agent_number | Number of the agent assigned to the dialer campaign. | String |
| customer_no_with_prefix | Customer number with country code. | String |
Call missed by Customer (Click to Call)
The request variables for Call missed by Customer (Click to Call) trigger type are:
| Variable Name | Description | Data Type |
|---|---|---|
| $uuid | The call ID of the number that varies for each call connection. For example, 6110f068a4139 | String |
| $call_to_number | The dialed number of the customer. For example, 701XXXXXXX. | String |
| $caller_id_number | The caller ID shown to the customer. For example, 918069010102 | String |
| $customer_number | Phone number of the customer | String |
| $start_stamp | The date and time on which the call was received. For example, 2021-08-09 14:37:52. | String |
| $answer_stamp | The date and time on which the call was answered. For example, 2021-09-09 14:38:30. | String |
| $end_stamp | The date and time on which the call ended. For example, 2021-08-09 14:58:32. | String |
| $hangup_cause | The hang-up reason for the call. | String |
| $billsec | The billing criteria of the call as per the duration of the call in seconds. For example, 4. | String |
| $direction | The direction of the call and the possible values are:
| String |
| $duration | The duration of the call in seconds. For example,12. | String |
| $answered_agent{} | The name of the agent who answered the call. For example, John. | String |
| $call_flow | The complete call flow of how the call reached the agent. Note: Present only if the call is answered by an agent. | Array |
| $recording_url | The URL for recording. | String |
| $call_status | The status of the call. For example, Answered. | String |
| $call_id | The call ID of the number that helps to identify the call and track different triggers for a particular call. For example, 1628540022.7292026. | String |
| $billing_circle | The billing circle details for the operator and circle. | Object |
| $aws_call_recording_identifier | The unique ID to identify saved call recordings on AWS. | String |
| customer_no_with_prefix | Customer number with country code. | String |
Updated 2 months ago