Call Notify

Deprecated

To help agents verify the name and other information about an inbound, outbound, or blind-transferred caller, you can send a request to a CRM that supports the display of a contact information page based on the calling number. The Call Notify webhook sends a message from Voiso to the CRM to enable the CRM to open the contact information page.

The callNotify webhook supports GET and POST request methods.

Screen pop contact records

The Call Notify webhook enables you to automate sending either a GET or POST method to your CRM to request that the contact information for the current inbound or outbound Dialer call be displayed in the CRM browser window.

The Call Notify webhook initiates when a conversation starts. For outbound calls, this is when the contact answers. For inbound calls, this is when the call is connected to an agent.

Activation

To use the Call Notify webhook, you must first enable it in the Voiso System Settings. Navigate to Administration > System Settings, and click Enabled.

After enabling the Call Notify webhook feature, complete the following configuration settings:

URL: The URL of your CRM API.
Authorisation token: (optional) Requests are sent with the specified token in the request header. The default is blank, meaning no token is sent in the request header.
Token prefix: (optional, required for the token) Requests are sent with the specified token prefix in the request header. The default is blank; no token prefix is sent in the request header.
HTTP request method: Select either GET or POST. GET is the default selection.

Event

Voiso sends a GET or POST message to the specified endpoint when an agent gets an inbound call, an agent or dialer makes an outbound call, or an agent blind transfers a call.

Sent Query

{
    "callcenter": "client_name",
    "type": "inbound",
    "uuid": "07771c38-c159-4965-a878-be0162118b2b",
    "agent_extension": "111",
    "agent_name": "John Smith",
    "agent_email": "[email protected]",
    "agent_id": 1,
    "queue_name": "Inbound queue name",
    "script_name": "Inbound script name",
    "call_start_time": 1630664544.661,
    "agent_start_time": 1630664545.123,
    "ani": "443336006114",
    "dnis": "18885658889"
}

Example Query:

https://crm.com/endpoint
    ?agent_email=john%40gmail.com
    &agent_extension=111
    &agent_id=1
    &agent_name=John+Smith
    &agent_start_time=1630664545.123
    &ani=443336006114
    &call_start_time=1630664544.661
    &callcenter=client_name
    &dnis=18885658889
    &queue_name=Inbound+queue+name
    &script_name=Inbound+script+name
    &uuid=07771c38-c159-4965-a878-be0162118b2b

Fields

Name	Type	Description	Value
callcenter	string	contact center name
type	call type	string	inbound, outbound, dialer
uuid	string	call uuid
agent_extension	string	user extension number
agent_name	string	agent name
agent_email	string	agent email
agent_id	integer	agent id
queue_name	string	queue name
script_name	string	script name
call_start_time	number	call start time in unix timestamp
agent_start_time	number	agent call start time in unix timestamp
ani	string	origination number
dnis	string	destination number

Transfers

A new GET request is sent if the call is transferred from one agent to another.

Data from the second agent fill the following fields:

agent_extension
agent_email
agent_id
agent_start_time.

All other data remains the same.