Call outcome logging

Deprecated

Send call information to your CRM

The Call Outcome Logging webhook is triggered automatically and can be used to log the call details to your application.

The Call Outcome Logging webhook enables you to automate sending information to your CRM after an agent wraps up a call.

Activation

To use the Call Outcome Logging webhook, you must first enable it in the Voiso System Settings. Navigate to Administration > System Settings and enable the Call Outcome Logging checkbox.

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

URL: The URL of your CRM API.

Event

After each call, Voiso sends data for the specified endpoint by POST.

Sent Object

{
    "uuid": "07771c38-c159-4965-a878-be0162118b2b",
    "agent_extension": "111",
    "start_time": 1630664544.661,
    "end_time": 1630664575.994,
    "type": "callback",
    "duration": 31.333,
    "disposition": "answered",
    "ani": "443336006114",
    "dnis": "18885658889"
}

Fields

Name	Type	Description	Value
uuid	string	call uuid
agent_extension	string	user extension number
start_time	number	call start time in unix timestamp
end_time	number	call end time in unix timestamp
type	string	call type	inbound, outbound, dialer, callback, outbound_sms
duration	number	call duration in seconds
disposition	string	end call reason	answered, failed, busy, no_answer, missed, abandoned, rejected, dialer_abandoned, system_abandoned, answered_by_VM, system_reject, machine_answered
ani	string	origination number
dnis	string	destination number
account_id	string	the customer’s ID (name) from CRM. Valid for c2c calls only.

Note: If the client or CRM responds that there are no POST messages on the specified URL, there might be an error in the domain, or the cluster IP might not be allow-listed. Try to open the domain of the specified URL in a browser or ping the webhook.site from the example. Ensure that the SSL certificate is correct.