Engage Voice | Configuring inbound integrations
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. See below for a list of all settings available for inbound integrations.
- 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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