Push Report Webhook

It is a unique id for each call.

This is the status of the call.

Possible Values

• IBD
• OBD
• CTC
• QC
• BRD
• POOL
• MASK
• FLASH

DID Number

Campaign id

• for OBD value > 0
• for QC, CTC value >= -1
• for IBD value = 0

-1 campaign id stands for default campaign

IVR Start Time

• It is the time when system starts the process of calling
• It will be the earliest time logged in the report. All the other time points will be either equal or greater than this.

IVR End Time

• It is the time when system finishes the process related to this call
• It will be the longest time logged in this report. All the other time points will be either equal or smaller than this.

Difference between ivrETime and ivrSTime in seconds

User Id

Customer Number

• Phone/Landline number in E164 format

Definition in case of,

• IBD : the one who is calling
• OBD, QC, POOL : the one on which system is calling, other than Agent Id
• CTC : answered number of to parameter of CTC API if toType=number

• Answered number of from parameter of CTC API if toType=number
• Phone/Landline number in E164 format
• Only applicable if cType=CTC

It is possible that more than one agent is involved in a call. This parameter will hold the agent id whoever attends the call first

Phone/Landline number in of masterAgent in E164 format

Id of the Agent Group for which masterAgent received the call

It holds the category of the person who answered the call first. Possible values are,

• customer
• agent
• from
• NULL

In case of,

• IBD : always customer
• OBD, QC, CTC : as per settings/parameters

Null value means, nobody has answered the call.

Answer time of firstAttended

From this point of time the call actually starts.

Hangup time of person who disconnected the call in the last

From this point of time the call ends.

Duration between lastHangupTime and firstAnswerTime

This is actually the call duration.

This duration is in seconds

Total talk duration in the call. It is in seconds

In case of,

• OBD, QC : When customer answers the call
• IBD : When we receives call from customer and Answer module of IVR is called
• CTC : When one of the numbers in to parameter answers the call

When customer / caller / to number hangups the call

It is the answer duration of customer/caller/ to number in seconds.

custAnswerDuration = custAnswerETime - custAnswerSTime

Total duration when agents are connected. It is possible that more than one agent is involved in the call. It is the sum of durations of all agents.

Total hold duration during the call. It is in seconds.

If the call is being forwarded by an agent then the value of this field will be true otherwise false

Possible Values

• true
• false

INode by node execution of the IVR during the call. Each node is prefixed by # and separated by comma.

It specifies that if the call is terminated by the caller or system.

Possible Values

• 0 : customer/caller
• 1 : system

It contains the IVR id of used during the call.

Details of the used credits.

It contains three attributes,

• freeHit : sum of used free hits of the modules
• paidHit : sum of the paid hits of the modules
• amount : total amount used during this call

All the attributes are integers but amount is float

This field refers to Agent History. It contains ids of all the agents who have been called during the call whether they answer or not.

This field refers to Agent Answered History. It contains ids of all the agents who have answered the call.

This field refers to Agent History Detail. It contains meta information about the aH field. aHDetail stores the data in the same order as aH.

For example if agent id 301 is on the 1st index of the aH then its meta information will also be on the 1st index of aHDetail.

This field refers to Number History. This field will be non-empty only in the case of CTC.

This field contains all the phone numbers which have been called during the call. It doesn’t matter whether the number is in from or to field.

Format of the phone/landline number will be E164

This field refers to Number History Detail. It contains meta information about the nH field. nHDetail stores the data in the same order as nH.

For example if 919000000000 is on the 1st index of the nH then its meta information will also be on the 1st index of nHDetail.

Format of the phone/landline number will be E164

It contains information about the recordings in json format. For each recording there are following attributes,

• nodeid : node id in string
• visitId : visit id of the agent/number
• file : path of the recording
• time : time of recording

{ 
  "nodeid": "#3", 
  "visitId": "1618572632763", 
  "file": "/filepath/49_QC.wav", 
  "time": "2021-04-16 17:00:49" 
} 

This contains the reason of call end.

unique id of the contact from contact list (only in case of campaign)

The queueDuration parameter refers to the total amount of time an entity spends in a queue before all calls are initiated (originated). This value is measured in seconds and provides critical insight into the waiting period before the system processes and begins the call initiation.

The retry_count parameter represents the number of retry attempts made to successfully initiate a specific call. It is primarily used to track how many times the system has attempted to originate a call after the initial attempt failed or did not receive a response.

This JSON object contains details about caller IDs used during a call sequence between a customer and an agent. It is structured as follows

This JSON array contains objects that represent different modules executed during an IVR (Interactive Voice Response) flow. Each object provides detailed information about a specific module, its timing, and associated values. The data is arranged sequentially based on the order of IVR flow execution.

This JSON array contains objects representing interactions or events related to an agent and their associated hierarchical disposition data. Each object records specific details, including the agent's identifier, the time of the event, and hierarchical levels of disposition.

The provided JSON structure represents the parameters submitted via an API to initiate a call or any related process.

Possible Values

• null
• to
• from

Id of the agent

Id of the group in which agent was present at the time of calling

Possible Values

• answered
• failed

Path of the recording file

Possible Values

• direct
• forward

Destination number of the agent at the time of calling

Unique visit id

Total ring duration in seconds

Total hold duration in seconds

Total talk duration in seconds

Answer duration by agent in seconds

Caller id in E164 format

Possible Values

• null
• to
• from

Possible Values

• answered
• failed

Path of the recording file

Possible Values

• direct
• forward

Number passed during CTC API request

Unique visit id

Node id prefixed with #

Total ring duration in seconds

Total hold duration in seconds

Total talk duration in seconds

Answer duration by agent in seconds

Caller id in E164 format

Account Suspended

Agent Busy

Blocked DID

Caller : Busy

Caller : Invalid Number

Caller : Not Reachable

Caller : Switch Off

Caller Blacklisted

Caller Hangedup

Channel Limit

Contact List Issue

DID Not Found

Hangup From Live Action

Inactive Module

Invalid API Parameter

Invalid IVR Flow

IVR Configuration Issue

IVR Flow Finished

Lock Amount Not Found

Low Credit

Next Due Date Passed

No IVR Is Mapped

Omit Call

Operator Issue

Plan Not Found

SMS Response Issue

SMS Setting Invalid

System Issue

Unanswered

Call Skip

Agent not assigned to CLI

Trunk is down

Hold abandoned

Queue abandoned

Agent hangedup callers call (from callBox)

Forward queue abandoned

Talk abandoned

Structure:

{
    "136": [
        "9197828XXXXX",
        "9198828XXXXX"
    ],
    "customer": [
        "9190000XXXXX"
    ]
}
                

This JSON object contains details about caller IDs used during a call sequence between a customer and an agent.

Keys in the Object:

• agentId: Numerical value representing the agent ID. Example: 136
• customer: Exact text "customer" in string. This is present if the call type is IBD, OBD, or BRD (other than CTC).
• Mobile number: Mobile number in E.164 format. This is present in case the call type is CTC.

The value of a key is an array of Caller IDs associated with the key (customer, agent, or number).

Array Positions:

• The 0th position in the array specifies the Caller ID that will be displayed during the first call.
• The 1st position in the array specifies the Caller ID that will be displayed after the first call, and so on.

Structure:

[
    {
        "node": "#2",
        "module": "ANSWER_THIS_CALL",
        "starttime": 1731505880399,
        "endtime": 1731505880399,
        "value": 1
    },
    {
        "node": "#4",
        "module": "ANNOUNCEMENT",
        "starttime": 1731505880399,
        "endtime": 1731505880410,
        "value": "This is test audio"
    }
]
                

This JSON array contains objects that represent different modules executed during an IVR (Interactive Voice Response) flow. Each object provides detailed information about a specific module, its timing, and associated values. The data is arranged sequentially based on the order of IVR flow execution.

• node: Represents the step or identifier of the module within the IVR flow. Each step is denoted by a unique number, such as "#2" or "#4". This helps define the order in which the modules are executed.
• module: Specifies the type of IVR module being executed. For example:
  • "ANSWER_THIS_CALL": Indicates the call-answering module.
  • "ANNOUNCEMENT": Indicates a module where an announcement is played.
• starttime and endtime: Represent the timestamps (in milliseconds) marking when the module started and ended execution. These times help track the duration of each module's activity.
• value: Provides the data or action-specific value related to the module:
  • For "ANSWER_THIS_CALL", the value (1) could represent that the call was successfully answered.
  • For "ANNOUNCEMENT", the value contains the message ("This is test audio") played to the user.

Structure:

[
    {
        "agentId": "ABC",
        "time": "15.11.2024 16:30:20",
        "level1": "title of level 1",
        "level2": "title of level 2",
        "level3": "title of level 3"
    }
]
                

This JSON array contains objects representing interactions or events related to an agent and their associated hierarchical disposition data. Each object records specific details, including the agent's identifier, the time of the event, and hierarchical levels of disposition.

• agentId: Represents the name of the agent involved in the event.
  • Example: "ABC" is the agent's ID.
• time: Indicates the timestamp when the event occurred.
  • Format: "DD.MM.YYYY HH:MM:SS" (e.g., "15.11.2024 16:30:20").
• level1: Represents the title or description of the first hierarchical level.
  • Example: "title of level 1" could denote a broad category or primary information.
• level2: Represents the title or description of the second hierarchical level.
  • Example: "title of level 2" could provide more specific sub-category details.
• level3: Represents the title or description of the third hierarchical level.
  • Example: "title of level 3" could provide even more granular details or a specific action.

Structure:

{
    "mobile": "91930XXXXXX8",
    "param_1": "value_1",
    "param_2": "value_2",
    ...
    "param_n": "value_n"
}
                

This JSON object contains key-value pairs representing the parameters submitted via an API to initiate a call or related process. The structure is dynamic, with one mandatory field and optional custom fields.

• mobile:

  This field is required to identify the recipient of the process.

  • Format: Must be provided in international format (e.g., "91930XXXXXX8").
• param_1, param_2, ..., param_n:

  Users can include any number of additional fields for their specific needs.

  • These fields are optional.
  • Their names and values are user-defined.
  • Example:

    "param_1": "value_1",
    "param_2": "value_2"
                                    

• Dynamic Nature:

  The API accepts a flexible structure, enabling users to provide the data they need without predefined limitations.

• Response Consistency:

  The system will return the same fields provided in the API request in the webhook response, ensuring that users receive all their custom fields back for further processing or tracking.