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Engage Voice | Configuring inbound integrations

Last updated on June 30, 2021
If you wish to configure queue-specific integrations, you can do so via the General tab in your queue’s configuration panel and scrolling to the Integrations section. 

Inbound integrations settings

  • Dequeue Web Service: This web service fires every time a caller is sent to an agent (even if the agent does not answer the phone). This may result in multiple calls to the web service for the same phone call.
  • Auto Result File Destination: This is a legacy feature that provides preconfigured call detail records to be sent daily. We recommend that you instead use the customizable historical reports available in the platform.
  • Agent Connect Web Service: This web service fires when an agent is successfully connected to a caller.
  • Post Call Web Service: This web service fires when a caller hangs up the phone, or an agent disconnects the call.
  • Agent Termination Web Service: This web service fires when an agent session is terminated.
  • Post Disposition Web Service: This web service fires when an agent dispositions a call.
  • Transfer Termination Web Service: This web service fires as each call transfer is terminated — once per transfer.
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