topic Re: Telephony call Webhook not triggering in Webex for Developers

Telephony call Webhook not triggering

ceaura — Tue, 31 Oct 2023 09:48:30 GMT

Hello,

I'm working on implementing a simple feature using Webex webhooks, which involves obtaining the phone number for incoming calls whenever a user receives one (after obtaining the phone number, I intend to display relevant information to the user about that phone number, although this aspect does not concern Webex).

To achieve this, I've attempted to create a webhook for telephony calls using Postman just to test it. The creation process was successful, and I can see it in my list of webhooks. The target URL is set on ngrok. However, when I try to make or receive a call, the webhook doesn't seem to trigger. The incoming call is made by my personnal phone or by another Webex account.

To rule out any issues with ngrok, I created another webhook for messages, rooms, and meetings, and all three of them are working as expected, sending requests to ngrok.

I'm unsure if the "telephony_calls" resource is the correct choice for my use case, or if there are additional steps required when dealing with calls.

Thank you in advance for any suggestions or guidance you can provide..

Re: Telephony call Webhook not triggering

sandiban — Wed, 01 Nov 2023 12:24:43 GMT

Hi @ceaura,
Thanks for your patience so far!
To answer your question, first thing first - could you kindly share us the Account you're using for this Test?
Because in case you're using a Free trial account or, a Sandbox Test User - then I'm expecting you won't have Calling License purchased with your Account and in that case, without the Calling license - you won't be able to test this out.

Second thing, have you registered the Phone Number with Webex Calling and that's too only possible once you've the Calling License as well.
And, please make sure you're calling the number from a Webex device registered with the phone number, not from the Webex App.
Normal Webex App Calls don't get notified with the 'telephony_calls' webhook. That's how the Webhook has been designed.

However, if you find all these above mentioned points already hold true in your test case and still you're facing this Error - then kindly share the details to devsupport@webex.com and it'd raise a ticket in our queue.
We can look into it then further.

Hope that helps!
For any further assistance, please let us know.

Regards!
Sandip

Re: Telephony call Webhook not triggering

ceaura — Thu, 02 Nov 2023 09:35:24 GMT

Hi, thank you for your response.

I'm currently testing the webhook with the following Webex account: magasin@nexio.info.

However, I have a question: What if I want to be notified when a user receives a call, even if the call is from a personal phone number, but they receive it on Webex? Is there a webhook or any possible method for achieving this?

Best regards.

Re: Telephony call Webhook not triggering

Jeff Marshall — Thu, 02 Nov 2023 14:22:58 GMT

Webhooks with the "telephony_calls" resource should trigger providing the call is a Webex Calling call. The user must have a Webex Calling license and the call, either made or received, needs to route over the "Webex Calling" service and not the "Call on Webex" service. The user magasin@nexio.info currently only has the "Call on Webex" license. It also doesn't look like the org that this user belongs to has Webex Calling licenses available.

Re: Telephony call Webhook not triggering

ceaura — Wed, 08 Nov 2023 14:30:35 GMT

Hello,

I suppose that this is also why calling the list call method of the api on my webex account gives me this error:

{ "message": "WxC License not assigned to Organization", "errors": [ { "description": "WxC License not assigned to Organization", "code": 9011 } ], "trackingId": "CXAPI_b80865e4-5c6d-4f28-b790-b54613599564_0" }

So I'd like to know if it's possible to get a free trial of this licence to carry out devlopment tests on our side. If so, how can we access it? And also if our operator doesn't offer this licence, who should we contact at Webex to possibily have one?

Best regards.

Re: Telephony call Webhook not triggering

Jeff Marshall — Wed, 08 Nov 2023 16:49:33 GMT

You can create a sandbox org using the link on https://developer.webex.com/docs/developer-sandbox-guide that comes with Webex Calling licenses for you to test/develop with.

Re: Telephony call Webhook not triggering

tom-biebl — Wed, 07 May 2025 21:18:20 GMT

Hey,

did you find a solution for your problem? Is it even possible?

Best regards,

Tom

Re: Telephony call Webhook not triggering

sandiban — Thu, 08 May 2025 05:56:55 GMT

Hi @tom-biebl,
If you're looking for tracking the "Call on Webex" through the Webex telephony_calls webhook, it's still isn't possible.
And I don't think Product team would bring any webhook solution for such calls in Webex.

Also, one more thing just to add - telephony_calls webhook only supports the calls at User level, not as per the Org level.
And for the telephony_calls webhook to work with the Webex calling, you should must have the Webex Calling license to the person who is dialling the number as well as the person who is receiving the call.

Please let us know for any further queries in case.

Regards!
Sandip

Re: Telephony call Webhook not triggering

tom-biebl — Thu, 08 May 2025 06:28:02 GMT

Hello @sandiban ,

Okay, to summarize this for my purposes. Is there no way to achieve the following with a webhook or anything else: When a call comes in, regardless of whether a Webex user or a non-Webex user dialed my number, I can see the number that's currently calling using a webhook in a custom-developed app?

Because my goal is to search for data from various systems based on the number that's currently calling and display it in a custom pop-up.

Best regards,
Tom

Re: Telephony call Webhook not triggering

sandiban — Fri, 09 May 2025 11:18:42 GMT

Hi @tom-biebl,
Okay, so first thing first - you mentioned someone called on your number and that means you've the calling license.
Because for "Call on Webex" - there is no number involved. It's just calling on your Webex profile basically.
But if you say someone dialed your number, it means you've Calling license to your Webex profile and definitely that number should registered with Webex as well.

Yes, in this case if you're registered with the Webex telephony_calls webhook - then it should be triggered when a Webex User calls you on that number.
However, if your ask is the Webhook will be triggered in case of calls coming from any sources on that number, then I've a little doubt about it.
I'm saying I doubt because I've never tested it.
When this telephony_calls webhook will be triggered, that time it'd also try to check the source of the Call and if it's from some cross-platform, I don't really think it'd be able to track it.
It'd only be able to track the calls which are coming from another Webex source only.

But this is a good scenario and you can give it a test from your side by calling on that number from some another platform and see if the webhook is getting triggered.

Regards!
Sandip