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Engage Voice | Setting up webhooks

Table of contents

A webhook is a trigger that invokes a web service. To use a webhook, you must first set up a web service in Dev Tools. Once you have configured your web services, you’ll find web service trigger settings in inbound queue configuration, outbound campaign configuration, cloud profile configuration, track number configuration, and chat queue configuration.

Setting up an inbound queue to invoke a web service

To set up an inbound queue to invoke a web service:
  1. Navigate to Routing > Queues via the left navigation bar.
  2. Expand the inbound queue group where you wish to edit an inbound queue.
  3. Select an inbound queue to open the queue General configuration page.
  4. Select which web services should fire for each event in the Integrations section.
  5. Click Save at the bottom right.

Queue integration settings

The inbound queue contains a variety of web service configuration options, which can be found in the Integrations section of the General configuration page. The list below contains all available configuration panel settings for the integration of web services into your inbound queue.
  • Dequeue Web Service: Triggers 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: A legacy feature that provides preconfigured call detail records, sent daily. We recommend instead that you use the customizable historical reports available in the platform.
  • Agent Connect Web Service: Triggers when an agent is successfully connected to a caller.
  • Agent Termination Web Service: Triggers when an agent session is terminated.
  • Post Call Web Service: Triggers when a caller hangs up the phone or when an agent disconnects the call.
  • Post Disposition Web Service: Triggers when an agent dispositions a call.
  • Transfer Termination Web Service: Triggers as each call transfer is terminated (once per transfer).

Setting up an outbound campaign to invoke a web service

To set up an outbound campaign to invoke a web service:
  1. Navigate to Dialing > Campaigns via the left navigation bar.
  2. Expand the campaign group in which you wish to edit a campaign.
  3. Select a campaign to open the campaign General configuration page.
  4. Select which web services should fire for each event in the Campaign Integrations section.
  5. Click Save.

Campaign integration settings

Outbound campaign contains a variety of web service configuration options, which can be found in the Integrations section of the General configuration page. The list below contains all available configuration panel settings for the integration of web services into your outbound campaign.
  • Agent Connect Web Service: Triggers when an agent is successfully connected to a caller.
  • Agent Termination Web Service: Triggers when an agent session is terminated.
  • Transfer Termination Web Service: Triggers as each call transfer is terminated (once per transfer).
  • Post Call Web Service: Triggers when a caller hangs up the phone or when an agent disconnects the call.
  • Post Disposition Web Service: Triggers when an agent dispositions a call.
  • Auto Result File Destination: A legacy feature that provides preconfigured call detail records, sent daily. We recommend instead that you use the customizable historical reports available in the platform.

Setting up a cloud profile configuration to invoke a web service

To set up your cloud profile to invoke a web service:
  1. Navigate to IVR > Cloud Routing > Cloud Profiles via the left navigation bar.
  2. Expand the cloud group where you wish to edit a cloud profile.
  3. Select a cloud profile to open the campaign General configuration page.
  4. Select which web services should fire for the event in the Web Services section.
  5. Click Save.

Cloud routing profile integration settings

Cloud profile contains a variety of web service configuration options, which can be found in the Web Services section of the General configuration page. The list below contains all available configuration panel settings for integration of web services into your cloud routing profiles.
  • Call Start: Triggers every time a call is sent to an agent.
  • Call Connected: Triggers when an agent is successfully connected to a caller.
  • Call End: Triggers when a call ends.

Setting up a track number to invoke a web service

To set up your track configuration to invoke a web service:
  1. Navigate to IVR > Track > Track numbers via the left navigation bar.
  2. Expand the track number group where you wish to edit a track number.
  3. Select a track number to open the campaign General configuration page.
  4. Select which web services should fire for the Integration section event.
  5. Click Save.

Track number integration settings

The track configuration contains a single web service configuration field, which can be found in the Integrations section of the General configuration page. The list below contains the configuration panel setting for integration of web services into your track numbers.
  • Post Call Web Service: Triggers when a caller hangs up or when an agent disconnects the call.

Setting up a chat queue to invoke a web service

To set up an inbound queue to invoke a web service:
  1. Navigate to Chat > Chat queues via the left navigation bar.
  2. Expand the chat queue group where you wish to edit a chat queue.
  3. Select a chat queue to open the queue General configuration page.
  4. Select which web services should fire for each event in the Integration Settings section.
  5. Click the Save button at the bottom right.

Chat queue integration settings

The chat queue contains a variety of web service configuration options, which can be found in the Integrations section of the General configuration page. The list below contains all available configuration panel settings for integration of web services into your chat queue.
  • New Chat: Triggers every time a new chat is created.
  • Dequeue: Triggers when a chat is dequeued to an agent.
  • Agent Connect: Triggers when an agent is successfully connected to the chat session.
  • Agent Termination: Triggers when an agent chat session is terminated.
  • Post Disposition: Triggers when an agent dispositions the chat.
  • Post Chat: Triggers when the chat session ends.
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