Webhook “telephony_calls”

[Bryce Moffitt]

I have some questions on Webhooks and utilizing them. I have not yet been able to find an answer to these at this point

1. Webhook “telephony_calls” -> this webhook can be set to fire up for the whole Sanofi organization? Part of it or it is necessary to specify callerID and if yes could there be more than one callerID

2. How many webhooks can we register?
3. How long does it take to register a webhook?
4. What information we will receive after the webhook fire? Can we expand the return information? Do we have to send a special request to get more details regarding the webhook event? For our integration we need a caller phone number or some ID and a receiver number

[Arunabh Bhattacharjee]

Hi Bryce

Webhooks by default will fire for all events of that type. You can only register a webhook of an event type. That is the only filter 

https://developer.webex-cx.com/documentation/subscriptions/v1/register-subscription

Here wildcards are supported.

"task:*", or "agent:*" for all task, agent events.

E.g task:new

https://developer.webex-cx.com/documentation/tasks

This webhook will fire when a new call comes in.

This is across the org.

If one wants to filter telephony tasks you'll need to have the webhook destination / listener filter 

channelType: telephony 

tasks.

The origin field has the ANI - Caller ID. 

For a webhook you'll need a destination URL set.

You can register upto 20 subscriptions as seen in Subscription Limit when you call the list subscriptions API.

It also displays the limit when you create a new webhook via POST subscription

{

"meta": {

"orgId": "1c12384f-ef41-453b-b201-c4e616123554",

"subscriptionLimit": 20,

"subscriptionCount": 5

},

Webhook registrations are instantanous. Webhooks attempt timely delivery but can be delivered many times

https://developer.webex-cx.com/documentation/guides/using-webhooks

This details all the considerations.

4. All the information is listed in the Webhooks - those are a fixed number of fields.

It can only be expanded via a feature request - where we can release newer webhook subscription APIs with additional information.

e.g in your example, when you register a task webhook - you will get the webhook event indicating a task event

"task:*" - new,ended, etc

you can use the task ID to then retrieve more fields from the call by making a search API call.

In this example, we're asking for additional fields for a specific task Id (call ID) 

https://github.com/CiscoDevNet/webex-contact-center-api-samples/blob/main/graphql-sample/interactionDetails.graphql

Thanks & Regards,

Arunabh.