Webhooks

Joined

a subscriber has entered the queue

all queues:

• offline queue

• inbound queue

• outbound IVR

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

+ all variables which are transferred with a subscriber and in a queue

Answered

an agent has answered the call

• preview dialer

• offline queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

call_voice_sec  

number

the duration of the subscriber’s conversation with the agent - from the beginning of the subscriber’s connection with the agent till the end of the call

+ all variables which are transferred with a subscriber and in a queue

Offering

the call was distributed to an agent

all queues:

• offline queue

• inbound queue

• outbound IVR

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

call_voice_sec  

number

the duration of the subscriber’s conversation with the agent - from the beginning of the subscriber’s connection with the agent till the end of the call

+ all variables which are transferred with a subscriber and in a queue

Bridged

the connection between an agent and subscriber has occurred

all queues:

• offline queue

• inbound queue

• outbound IVR

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled  

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

call_voice_sec  

number

the duration of the subscriber’s conversation with the agent - from the beginning of the subscriber’s connection with the agent till the end of the call

+ all variables which are transferred with a subscriber and in a queue

Missed 

an agent has not answered the call

queues with agent participation:

• offline queue

• inbound queue

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or  the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

+ all variables which are transferred with a subscriber and in a queue

Leaving

a subcriber has left the queue

all queues:

• offline queue

• inbound queue

• outbound IVR

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

cc_result

string

call result (success/cancel/abandoned)

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or  the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

call_cause 

string

call ending reason (here you can view the variants of possible causes)

call_sip_code

number

call termination code (here you can view possible variants, in the SIP answer column)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

call_voice_sec  

number

the duration of the subscriber’s conversation with the agent - from the beginning of the subscriber’s connection with the agent till the end of the call

+ all variables which are transferred with a subscriber and in a queue

Processing

an agent has entered the post-processing status

queues with agent participation:

• offline queue

• inbound queue

• preview dialer

• progressive dialer

• predictive dialer

• chat inbound queue

• task queue

channel

string

channel (chat/call/task)

attempt_id

integer

dialer attempt identifier

destination

string

call destination number

use_processing

boolen

post-processing is enabled 

agent_channel_id

string

agent session identifier (a call ID for the agent required to use API)

member_channel_id

string

subscriber session identifier (a call ID for the subscriber required to use API)

agent_name

string

agent name

agent_id

integer

agent identifier

user_id

integer

user identifier

agent_extension

string

agent extension number

member_name

string

subscriber name

member_id

integer

subscriber identifier

cc_attempt_seq

integer

attempt number

call_bill_sec 

number

duration of the subscriber conversation - from the moment of answering till the current moment, or the end of the call

call_duration 

number

general call time - call duration from the beginning of dialing till the current moment, or the end of the call (post-processing is not taken into account)

call_cause 

string

call ending reason (here you can view the variants of possible causes)

call_sip_code

number

call termination code (here you can view possible variants, in the SIP answer column)

amd_result  

string

automatic detection (AMD) result - HUMAN/MASHINE

call_voice_sec  

number

the duration of the subscriber’s conversation with the agent - from the beginning of the subscriber’s connection with the agent till the end of the call

+ all variables which are transferred with a subscriber and in a queue

Active