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.

Event	Description
outbound.call.answered	A contact answers an outbound call.
outbound.call.hangup	An outbound call ends.
outbound.call.ended	Postcall 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.contact_center_name.com/cdr/c4d12345-e3f4-4dc8-9723-2cc83644a1b9",
    "agent": {
      "id": 13240,
      "name": "James Smith",
      "email": "jamess@example.com",
      "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.contact_center_name.com/cdr/b22e46eb-71eeb-4efc-a694-b210d75a8abc",
    "agent": {
      "id": 13240,
      "name": "James Smith",
      "email": "jamess@example.com",
      "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.contact_center_name.com/cdr/1a234567-3456-012a-b8c9-b7c8de90a1b2",
    "agent": {
      "id": 1,
      "name": "James Carter",
      "email": "jc@example.com",
      "extension": "1234"
    }
  }
}

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

See also