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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