Missing 'alerting' webhooks for concurrent calls in a SimultaneousCall

[krkrks]

I have a follow-up question regarding my setup and a specific issue with concurrent calls.

My Current Setup:

Representative Account: Instead of monitoring all agents, I have registered a webhook (resource: telephony_calls, event: created, filter: state=alerting) on a single dedicated user account.

Role: This account is a member of a Call Queue but is effectively a placeholder (unattended/inactive) just to capture events.

Queue Configuration: We are using a Call Queue with the routing type set to "Simultaneous" (broadcast ringing).

Workflow: When the webhook triggers, our system automatically creates a support ticket.

The Issue:
This setup works perfectly for a single incoming call. However, we are facing issues with simultaneous calls:
When multiple calls arrive at the same time, the webhook triggers for the first call successfully.

However, for the second call (and subsequent concurrent calls), the alerting webhook is NOT triggered for this representative account.

My Question:
It seems the single representative account cannot handle/receive multiple "alerting" events simultaneously from the Queue.
To resolve this and ensure we capture ALL incoming calls to the queue:

Is the only solution to register the alerting webhook for every single agent in the queue?
Or is there a way to allow a single user account to receive multiple alerting events simultaneously?

Any advice would be appreciated.

[krkr-dev]

@Janos Benyovszki 

Hi, thanks for your reply.

I’d like to confirm my understanding and ask a couple of follow-up questions.

My assumption was that the registered user does not actually need to connect or answer the call, and therefore would receive an alerting event for every incoming call to the queue, even when multiple calls arrive simultaneously.
From your comment, it sounds like this assumption may be incorrect — could you please confirm?

If Webex Calling webhooks are strictly user-based, I’d like to understand the behavior more clearly:

1. If we register the same telephony_calls / created / state=alerting webhook for all agents in the queue:

   ・Will a single inbound call generate multiple alerting events (one per agent)?
   ・Or is there some deduplication at the queue or system level?

2. In a Simultaneous (broadcast) Call Queue:

   Is it expected behavior that a single user account can only receive one alerting event at a time, and therefore will not receive alerting events for concurrent calls?

3. Is there any supported approach to reliably capture all inbound calls at the queue level, without registering webhooks for every individual agent?

Understanding this behavior is important for our ticket-creation logic, so any clarification would be greatly appreciated.

Thank you in advance.

[Janos Benyovszki]

@krkrks the Webex Calling webhooks are user based, so I think here you would need to create one for each agent. Have you checked if doing that triggers all events?