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Outbound call events

The outbound webhooks are triggered when a manually dialed or click-to-call voice call event occurs.

The following webhooks notify your system of call lifecycle changes during a manual outbound call initiated by an agent.

Subscribe to these webhooks on the Administration > Webhooks page.
For parameter descriptions, refer to the Webhook Overview article.

EventDescription
outbound.call.answeredA contact answers an outbound call.
outbound.call.hangupAn outbound call ends.
outbound.call.endedPostcall work for an outbound call is completed.

outbound.call.answered

Use this event to:

  • Detect when a manual outbound call is answered by the contact
  • Trigger workflows such as CRM screen pops

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "outbound.call.answered",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187adc75-3008-44t3-8798-aa0bbc12yt999" 
  "data": {
          //call object 
          //agent object 
          }

Example payload

{
  "event": "outbound.call.answered",
  "object": "call",
  "timestamp": "2024-08-14T09:48:11Z",
  "secret": "htuGG937kQp",
  "contact_center_id": "12348054-2f06-476d-93a1-ae22bd3db4d7",
  "data": {
    "id": "c4d27999-e3f4-4dc8-1234-2cc83644a1b9",
    "type": "outbound",
    "start_time": "2024-08-14T09:48:09Z",
    "duration": {
      "total": 2,
      "dialing_time": 2
    },
    "calling_number": "41106695555",
    "called_number": "31106695555",
    "ext_user_id": "00Q5e00000NslwPEAR",
    "cdr_url": "https://cluster1.voiso.com/cdr/c4d12345-e3f4-4dc8-9723-2cc83644a1b9",
    "agent": {
      "id": 13240,
      "name": "James Smith",
      "email": "[email protected]",
      "extension": "3434"
    }
  }
}

outbound.call.hangup

Use this event to:

  • Capture incomplete or unsuccessful manual outbound call attempts
  • Track disconnects and end reasons for reporting

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "outbound.call.hangup",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187adc75-3008-44t3-8798-aa0bbc12yt999" 
  "data": {
          //call object 
          //agent object 
          }

Example payload

{
  "event": "outbound.call.hangup",
  "object": "call",
  "timestamp": "2024-08-14T09:49:17Z",
  "secret": "yr87ttto9ss",
  "contact_center_id": "12345054-2f06-476d-93a1-ae22bd3db4d7",
  "data": {
    "id": "b44e46eb-71ab-4efc-a694-b123d75a8abc",
    "type": "outbound",
    "start_time": "2024-08-14T09:49:06Z",
    "end_time": "2024-08-14T09:49:18Z",
    "duration": {
      "total": 12,
      "dialing_time": 12
    },
    "disposition": "No answer",
    "end_reason": "Agent disconnect",
    "calling_number": "98843885555",
    "called_number": "4352675555",
    "cdr_url": "https://cluster1.voiso.com/cdr/b22e46eb-71eeb-4efc-a694-b210d75a8abc",
    "agent": {
      "id": 13240,
      "name": "James Smith",
      "email": "[email protected]",
      "extension": "3434"
    }
  }
}

Note: Use the disposition and end_reason fields to analyze call outcomes.

outbound.call.ended

Use this event to:

  • Record complete call outcomes, including agent wrap-up activity
  • Store wrap-up codes and notes for analytics or CRM

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "outbound.call.ended",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187adc75-3008-44t3-8798-aa0bbc12yt999" 
  "data": {
          //call object 
          //agent object 
          }

Example payload

{
  "event": "outbound.call.ended",
  "object": "call",
  "timestamp": "2024-08-12T06:54:29Z",
  "secret": "ytfg8gh9hnoid7",
  "contact_center_id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
  "data": {
    "id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
    "type": "outbound",
    "start_time": "2024-08-12T06:53:50Z",
    "end_time": "2024-08-12T06:54:20Z",
    "duration": {
      "total": 30,
      "dialing_time": 5,
      "talk_time": 20,
      "hold_time": 5,
      "postcall_time": 10
    },
    "disposition": "Answered",
    "end_reason": "Contact disconnect",
    "calling_number": "123456789090",
    "called_number": "909087654321",
    "wrap_up_code": {
      "code": "1234",
      "description": "Send Invoice"
    },
    "notes": "The contact is looking for an updated invoice.",
    "cdr_url": "https://cluster1.voiso.com/cdr/1a234567-3456-012a-b8c9-b7c8de90a1b2",
    "agent": {
      "id": 1,
      "name": "James Carter",
      "email": "[email protected]",
      "extension": "1234"
    }
  }
}

Note: The wrap_up_code and notes fields are available only in this final event.

See also