Webhook for Courtesy CallBacks Tasks missing hang-ups

[BlakeR]

Hello,

We are developing a live dashboard for WebEx Contact Center utilizing the Webhooks Subscription API. We noticed a quirk when it comes to Courtesy Callbacks.

Issue #1:
When the Caller calls in and a new TaskID is generated, we receive the "task:new" and "task:parked" Webhooks as expected. What we think is missing in the case of Courtesy Callbacks is another Webhook event (that does not exist currently) that indicates that the Caller requested a Callback. Without an indication that a Callback was requested, we can only treat the TaskID as a "Live" call when it really is not "Live" while it sits in the Queue waiting for an Agent. We do not know it's a Callback until we receive the "task:connect" Webhook with the "direction" and "outboundType" keys set to "OUTBOUND" and "COURTESY_CALLBACK" respectively. The gap between "parked" and "connect" can be 15+ minutes. 

A new Webhook type for "Caller hung up, but is waiting for a Callback" would be helpful.

Issue #2:
We noticed a separate issue where we receive several "task:ended" Webhooks if the Caller is not answering their phone (Caller RONA). The Callback TaskID reenters the Queue, but order of the Webhooks received is: "connect" -> "parked" -> "ended". This makes the TaskID appear to be complete, but it's actually still in the Queue waiting for another Agent to attempt to connect to the Caller. This is a easier to handle on our side because we can look at the "terminatingParty" and "reason" keys for "System" and "RONA Timer Expired" respectively. The TaskID isn't truly ended until either: we receive the "capture:available" Webhook (if captures are enabled) or we receive a "task:ended" with "terminatingParty" and "reason" keys of "Agent|Customer" and "<Agent|Customer> Left" respectively.

Sample data below: RowID is simply the order we received the Webhooks and inserted them into a SQLite database. Actual IDs/Numbers redacted for privacy.

Normal Callback:

type	rowid	createdTime	taskID	WebHookID	origin	destination	queueId	direction	outboundType	terminatingParty	reason
task:new	23130	2022-10-14 21:06:51.000	TaskID_01	WebhookID_01	Caller_Number_01	CC_Number_01	NULL	INBOUND	NULL	NULL	NULL
task:parked	23154	2022-10-14 21:07:08.000	TaskID_01	WebhookID_01	Caller_Number_01	CC_Number_01	QueueID_01	INBOUND	NULL	NULL	NULL
task:connect	24628	2022-10-14 21:22:54.000	TaskID_01	WebhookID_02	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	24629	2022-10-14 21:22:54.000	TaskID_01	WebhookID_02	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:connected	24634	2022-10-14 21:22:57.000	TaskID_01	WebhookID_03	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
task:connected	24653	2022-10-14 21:23:05.000	TaskID_01	WebhookID_04	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	24654	2022-10-14 21:23:05.000	TaskID_01	WebhookID_04	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:ended	25013	2022-10-14 21:28:13.000	TaskID_01	WebhookID_05	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	Agent	Agent_Left
agent:state_change	25014	2022-10-14 21:28:14.000	TaskID_01	WebhookID_05	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
capture:available	25017	2022-10-14 21:28:17.000	TaskID_01	WebhookID_06	NULL	NULL	NULL	NULL	NULL	NULL	NULL
agent:state_change	25083	2022-10-14 21:29:14.000	TaskID_01	WebhookID_07	NULL	NULL	NULL	NULL	NULL	NULL	NULL

Callback with multiple Caller RONAs:

type	rowid	createdTime	taskID	WebHookID	origin	destination	queueId	direction	outboundType	terminatingParty	reason
task:new	5584	2022-10-14 18:34:03.000	TaskID_01	WebhookID_01	Caller_Number_01	CC_Number_01	NULL	INBOUND	NULL	NULL	NULL
task:parked	5658	2022-10-14 18:34:45.000	TaskID_01	WebhookID_01	Caller_Number_01	CC_Number_01	QueueID_01	INBOUND	NULL	NULL	NULL
task:connect	7585	2022-10-14 18:49:28.000	TaskID_01	WebhookID_02	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	7586	2022-10-14 18:49:28.000	TaskID_01	WebhookID_02	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:parked	7613	2022-10-14 18:49:44.000	TaskID_01	WebhookID_02	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	7614	2022-10-14 18:49:44.000	TaskID_01	WebhookID_02	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
task:ended	7615	2022-10-14 18:49:44.000	TaskID_01	WebhookID_03	CC_Number_01	Caller_Number_01	NULL	OUTBOUND	COURTESY_CALLBACK	System	RONA_Timer_Expired
task:connect	7903	2022-10-14 18:52:19.000	TaskID_01	WebhookID_04	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	7904	2022-10-14 18:52:19.000	TaskID_01	WebhookID_04	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
agent:state_change	7945	2022-10-14 18:52:35.000	TaskID_01	WebhookID_04	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
task:parked	7946	2022-10-14 18:52:35.000	TaskID_01	WebhookID_04	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
task:ended	7947	2022-10-14 18:52:35.000	TaskID_01	WebhookID_05	CC_Number_01	Caller_Number_01	NULL	OUTBOUND	COURTESY_CALLBACK	System	RONA_Timer_Expired
task:connect	7996	2022-10-14 18:52:51.000	TaskID_01	WebhookID_06	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	7997	2022-10-14 18:52:51.000	TaskID_01	WebhookID_06	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:parked	8024	2022-10-14 18:53:07.000	TaskID_01	WebhookID_06	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	8025	2022-10-14 18:53:07.000	TaskID_01	WebhookID_06	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
task:ended	8026	2022-10-14 18:53:07.000	TaskID_01	WebhookID_07	CC_Number_01	Caller_Number_01	NULL	OUTBOUND	COURTESY_CALLBACK	System	RONA_Timer_Expired
task:connect	8132	2022-10-14 18:54:03.000	TaskID_01	WebhookID_08	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	8133	2022-10-14 18:54:03.000	TaskID_01	WebhookID_08	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:parked	8161	2022-10-14 18:54:19.000	TaskID_01	WebhookID_08	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
task:ended	8162	2022-10-14 18:54:19.000	TaskID_01	WebhookID_09	CC_Number_01	Caller_Number_01	NULL	OUTBOUND	COURTESY_CALLBACK	System	RONA_Timer_Expired
agent:state_change	8163	2022-10-14 18:54:19.000	TaskID_01	WebhookID_08	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
task:connect	8219	2022-10-14 18:54:47.000	TaskID_01	WebhookID_10	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	8220	2022-10-14 18:54:47.000	TaskID_01	WebhookID_10	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
task:connected	8224	2022-10-14 18:54:49.000	TaskID_01	WebhookID_11	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
task:connected	8240	2022-10-14 18:55:05.000	TaskID_01	WebhookID_12	CC_Number_01	Caller_Number_01	QueueID_01	OUTBOUND	COURTESY_CALLBACK	NULL	NULL
agent:state_change	8241	2022-10-14 18:55:05.000	TaskID_01	WebhookID_12	CC_Number_01	Caller_Number_01	QueueID_01	NULL	NULL	NULL	NULL
agent:state_change	8331	2022-10-14 18:56:03.000	TaskID_01	WebhookID_13	CC_Number_01	NULL	QueueID_01	NULL	NULL	NULL	NULL
agent:state_change	8339	2022-10-14 18:56:05.000	TaskID_01	WebhookID_14	NULL	NULL	NULL	NULL	NULL	NULL	NULL
task:ended	8568	2022-10-14 18:58:02.000	TaskID_01	WebhookID_15	CC_Number_01	Caller_Number_01	NULL	OUTBOUND	COURTESY_CALLBACK	Customer	Customer_Left
capture:available	8569	2022-10-14 18:58:03.000	TaskID_01	WebhookID_16	NULL	NULL	NULL	NULL	NULL	NULL	NULL

[sdoddali · Accepted solution]

Hello BlakeR,

Issue - 1)
For courtesy callback The webhook events will follow the below sequence.

Line 16: type: 'task:new',
Line 37: type: 'task:parked',
Line 58: type: 'task:connect',
Line 78: type: 'task:connected',
Line 120: type: 'task:ended',

// There will not be any event between parked and connect because the call is still active in the system even though the caller left.

The same architecture is followed on the analyzer as well. the task shows 'parked' in the analyzer while caller is waiting for callback.

For issue 2) 

I do see an ended event is sent when the agent is going RONA, Below is the sequence.

Line 16: type: 'task:new',
Line 37: type: 'task:parked',
Line 58: type: 'task:connect',
Line 79: type: 'task:parked',
Line 101: type: 'task:ended',
Line 122: type: 'task:connect',
Line 142: type: 'task:connected',
Line 162: type: 'task:connected',
Line 184: type: 'task:ended',

// We should not be sending ended event when agent goes to RONA, we will open a bug for the same.