Getting StartedAI in WebexSupport
Log inSign up
Home
Webex Calling
  • AI Assistant for Developers
  • Beta Program Overview
  • Webex Status API

Webex Calling

Call Control

Third-party services integrate with Webex Calling using admin-level APIs and admin-level tokens provided via Service Apps. This guide covers authentication, call control APIs, discovery APIs, telephony webhooks, and interest registration.

anchorOverview

anchor

This guide provides guidance on service-level integrations with Webex Calling. It covers:

  • Authentication and authorization via Service Apps
  • Admin-level Call Control APIs for managing active calls
  • Discovery APIs for enumerating organization content
  • Telephony WebHooks for real-time event notifications
  • Interest Registration for enabling additional webhook events

anchorAuthentication and Authorization

anchor
Service Apps

The Service App concept is how third-party applications can be authorized to perform admin-level call control actions on behalf of an organization.

A Service App declares the scopes it requires. An organization administrator can associate a Service App with its organization, granting it the access specified in the Service App's scopes.

Once granted access, a third-party application can retrieve an access token associated to that Service App. The access token authorizes the third-party application to perform API calls based on its authorized scopes.

For more information about Service Apps, see the Using Webex Service Apps guide.

anchorCall Control APIs

anchor

Admin-level call control APIs allow a Service App to retrieve information about active calls and perform actions on them.

The admin-level call control APIs are derived from user-level call control APIs, but with an added member URL parameter. A member can be a Person, Workspace, or Virtual Line.

For more information, see the Call Controls Members API documentation.

anchorDiscovery APIs

anchor

These APIs are used to discover the content of an organization.

Member Enumeration

There are three types of calling members. Each member type has its own enumeration API:

Member TypeAPINotes
PeopleList PeopleSet callingData=true to include calling-specific information. Filter non-calling users by inspecting the licenses array.
WorkspacesList WorkspacesReturns all workspaces in the organization
Virtual LinesRead the List of Virtual LinesReturns all virtual lines in the organization
Call Queue Enumeration
Customer Assist and Call Queues

Use the Read the List of Call Queue or Customer Assist Queues API:

Queue TypeParameter
Customer Assist QueueshasCxEssentials=true
Call QueueshasCxEssentials=false
Queue-Agent Assignments

To retrieve the queue assignments of a given agent, use the Get Details for an Agent for Call Queue or Customer Assist API with the same hasCxEssentials parameter.

anchorTelephony WebHooks

anchor

WebHooks are used across Webex to notify your app about events or activities happening on the Webex platform.

The Webex Calling platform exposes webhook resources. These resources are labeled with the telephony_ prefix.

For more information about Webex Webhooks, see the Webhooks Guide.

Org-Level WebHooks

Telephony Webhooks leverage org-level WebHooks. By registering a WebHook with the ownedBy field set to org, a Service App can receive the events for all actors in an organization. Only org-level WebHooks are supported for Service Apps. Only a subset of telephony webhooks support org-level webhooks and can therefore be used by Service Apps.

Telephony Resource Definitions
ResourceEventsRequired ScopeDescription
telephony_callscreated, updated, deletedspark-admin:calls_readNotification of calls progression through each state
telephony_agentupdatedspark-admin:calls_readNotification of call queue agent changes
telephony_agentMonitoringupdatedspark-admin:calls_readNotification of call queue agent performance metrics
telephony_queueupdatedspark-admin:calls_readNotification of call queue calls progression
telephony_queueMonitoringupdatedspark-admin:calls_readNotification of call queue performance metrics
Webhook Registration Example
curl -L --request POST \
  --url 'https://webexapis.com/v1/webhooks' \
  --header 'Authorization: Bearer $ACCESS_TOKEN' \
  --header 'Content-Type: application/json' \
  --data '{
    "name": "My agentMonitoring Webhook",
    "targetUrl": "https://example.com/my-endpoint",
    "resource": "telephony_agentMonitoring",
    "event": "all",
    "ownedBy": "org"
  }'

For detailed webhook payload schemas and examples, see Webhook Payload Schemas at the end of this guide.

anchorInterest Registration

anchor

Webhook interests enable the emission of Webex Calling webhook events that are not emitted by default, even when a webhook is registered for an applicable resource. Clients manage webhook interests through registrations. Once a client registers an interest, that interest applies to all applicable webhooks for the organization, not only webhooks created by that client. Webhook interests are therefore not intended to filter unwanted events.

Webhook interest registrations expire and should be refreshed periodically. The default expiration period is 60 days.

There are two types of webhook interests: resource interests and actor interests. Webhook events for actor and resource categories without a corresponding interest type do not require an interest registration and are always emitted.

Although POST and DELETE operations are technically "write" operations, they are exceptionally associated with the spark-admin:calls_read scope because they are used alongside the read-only Webhook APIs.

API Endpoints
MethodEndpointDescription
POST/telephony/webhookInterestRegistrationsCreate or update a webhook interest registration
GET/telephony/webhookInterestRegistrationsGet the current webhook interest registration
DELETE/telephony/webhookInterestRegistrationsDelete the webhook interest registration

Required Scope: spark-admin:calls_read

Create a Webhook Interest Registration

POST /telephony/webhookInterestRegistrations

Creates or updates a webhook interest registration. At least one interest is required.

Request Body
PropertyTypeRequiredDescription
interestsarrayYesCollection of webhook interests. At least one required. Each interest has either resource or actor set (not both).
durationintegerNoDays until expiration. Defaults to 60 days.
Request Example
{
  "interests": [
    { "resource": "Agent" },
    { "actor": "Workspaces" }
  ],
  "duration": 30
}
Get Webhook Interest Registration

GET /telephony/webhookInterestRegistrations

Returns the current webhook interest registration.

Response Example
{
  "interests": [
    { "resource": "Agent" },
    { "actor": "Workspaces" }
  ],
  "expiresAt": "2026-08-01T00:00:00.000Z"
}
Delete Webhook Interest Registration

DELETE /telephony/webhookInterestRegistrations

Deletes the webhook interest registration.

Interest Types
Resource-based Interests
ValueDescription
Hook StatusEnables webhook events for the telephony_hookstatus resource.
AgentEnables webhook events for the telephony_agent resource.
ServicesEnables webhook events for the telephony_services resource.
Agent MonitoringEnables webhook events for the telephony_agentMonitoring resource.
QueueEnables webhook events for the telephony_queue resource.
Queue MonitoringEnables webhook events for the telephony_queueMonitoring resource.
Actor-based Interests
ValueDescription
WorkspacesEnables telephony webhook events associated with workspace actors.
Virtual LinesEnables telephony webhook events associated with virtual line actors.

anchorUse Case: Call Queue Performance Metrics

anchor

This example walks through building an application to extract an organization's call queue performance metrics.

Step 1: Identify Required APIs
  • List call queues in the organization
  • Register for telephony_queueMonitoring webhooks
Step 2: Create a Service App

Identify the required scopes:

  • spark-admin:telephony_config_read — to read call queues
  • spark-admin:calls_read — to register telephony_queueMonitoring webhooks

Create the Service App with these scopes. You can start using it in your own organization without publishing to the App Hub.

Step 3: Authorize the Service App
  1. As an organization administrator, authorize the Service App in Control Hub
  2. Retrieve the access and refresh tokens for the authorizing organization
Step 4: Enumerate Organization Content

Use the Read the List of Call Queue or Customer Assist Queues API to list all call queues.

Step 5: Set Up WebHooks
  1. Register webhook callback: Use the Webhooks API to register an org-level webhook for telephony_queueMonitoring
  2. Register interest: Use the interest registration API to register interest for telephony_queueMonitoring
  3. Set up refresh: Create a periodic task to refresh interest registrations before they expire
Step 6: Receive WebHooks

On webhook reception, extract:

  • actorId — corresponds to the call queue ID
  • Performance metrics from monitoringStatus: averageHandlingTime, expectedWaitTime, averageSpeedOfAnswer, longestWaitTime, numCallsInQueue, numAgentsAssigned, numAgentsStaffed, numStaffedAgentsIdle, numStaffedAgentsUnavailable
Step 7: Correlate Data

Match the queue ID from the webhook with queue details from enumeration to display queue names alongside performance metrics.

Step 8: Publish the Service App

When ready, submit the Service App for publication on the Webex App Hub. Once published, any organization administrator can authorize it.

anchorWebhook Payload Schemas

anchor

This section provides detailed schema information for each telephony webhook resource.

Common Webhook Envelope Fields

All telephony webhook payloads share a common envelope structure:

FieldTypeDescription
idstringA unique identifier for the webhook.
namestringA user-friendly name for the webhook.
targetUrlstringThe URL that receives the webhook.
resourcestringThe resource type for the webhook (e.g., telephony_calls, telephony_agent).
eventstringEvent type: created, updated, or deleted.
orgIdstringThe organization that owns the webhook.
createdBystringThe ID of the entity that added the webhook.
appIdstringThe ID of the Webex app that was used to create the webhook.
ownedBystringIndicates if the webhook is owned by the org or the creator.
statusstringStatus of the webhook. Always active for emitted webhooks.
createdstringDate and time the webhook was created.
actorIdstringThe unique identifier of the entity who caused the webhook to be sent.
dataobjectThe event-specific payload (see resource schemas below).
Common Telephony Payload Fields

All telephony webhook data payloads include:

FieldTypeDescription
eventTimestampstringDate and time the event was emitted (ISO 8601 format).
actorTypestringThe type of the actor: PEOPLE, PLACE, VIRTUAL_LINE, or CALL_QUEUE.
eventTypestringThe specific event type (varies by resource).
telephony_calls

Notification of calls progression through each state.

Event Types
eventTypeDescription
originatingAn outgoing call is being originated
originatedAn outgoing call has been originated
receivedAn incoming call was received
answeredThe call was answered
heldThe call was placed on hold
resumedThe call was resumed from hold
recordingStartingCall recording is starting
recordingStartedCall recording has started
recordingPausedCall recording was paused
recordingResumedCall recording was resumed
recordingStoppedCall recording was stopped
disconnectedThe call was disconnected
transferredThe call was transferred
bargedInThe call was barged into
retrievedThe call was retrieved
pickedUpThe call was picked up
forwardedThe call was forwarded
updatedThe call was updated
Call Data Fields
FieldTypeRequiredDescription
callIdstringYesThe call identifier of the call.
callSessionIdstringYesThe call session identifier. Can be used to correlate multiple calls in the same session.
personalitystringYesThe personality of the call: originator, terminator, or clickToDial.
statestringYesCurrent state: connecting, alerting, connected, held, remoteHeld, or disconnected.
remotePartyobjectYesThe remote party's details (see Party Information).
createdstringYesThe date and time the call was created.
muteCapablebooleanYesIndicates whether the call supports mute/unmute APIs.
mutedbooleanYesIndicates whether the call is currently muted.
appearanceintegerNoThe appearance value for the call (for ordering on devices).
answeredstringNoThe date and time the call was answered.
disconnectedstringNoThe date and time the call was disconnected.
redirectionsarrayNoList of previous redirections (see Redirection Information).
recallobjectNoRecall details for incoming calls (e.g., park recall).
recordingStatestringNoRecording state: pending, started, paused, stopped, or failed.
completedElsewherebooleanNoIndicates if the call was completed elsewhere.
parkedAgainstPartyobjectNoDetails of the party against which this call is parked (see Party Information).
executiveIdstringNoThe ID of the Executive for Executive Assistant service.
allowedRecordingControlsarrayNoRecording controls allowed: record, pause, stop, resume.
endpointIdstringNoThe ID of the endpoint linked to the call.
endpointTypestringNoEndpoint type: CALLING_DEVICE, APPLICATION, or HOTDESKING_GUEST.
networkEndpointNumberstringNoThe address of the network endpoint linked to the call.
networkEndpointTypestringNoNetwork endpoint type: EXECUTIVE_ASSISTANT or SINGLE_NUMBER_REACH.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_calls",
  "event": "created",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "creator",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "data": {
    "actorType": "PEOPLE",
    "eventType": "received",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtODkxMjU0MTQ6MA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "personality": "terminator",
    "state": "alerting",
    "muteCapable": false,
    "muted": false,
    "remoteParty": {
      "name": "Espace Commun",
      "number": "888",
      "placeId": "Y2lzY29zcGFyazovL3VzL1BMQUNFLzcxMTVjNjYyLTY2NmYtNDEwMS1iMjUzLTU4OGVkMTIzNTk0MA",
      "id": "Y2lzY29zcGFyazovL3VzL1BMQUNFLzcxMTVjNjYyLTY2NmYtNDEwMS1iMjUzLTU4OGVkMTIzNTk0MA",
      "idType": "PLACE",
      "privacyEnabled": false,
      "callType": "location"
    },
    "appearance": 1,
    "created": "2026-01-07T22:11:00.018Z",
    "completedElsewhere": false,
    "endpointId": "Y2lzY29zcGFyazovL3VzL0NBTExJTkdfREVWSUNFLzJjMzEyNGM4LWM1OWEtNDgwMC1iYmI1LTU5NDM4ZjUwMGZhNA",
    "endpointType": "CALLING_DEVICE"
  }
}
telephony_agent

Notification of call queue agent changes.

Event Types
eventTypeDescription
joinThe agent has joined or left a queue
stateThe agent's state has changed
codeThe agent has entered wrap-up codes
Event: join

Notification with the information on the call queue the agent is joining or leaving.

Payload Fields
FieldTypeDescription
eventTypestringAlways join for this event.
joinInfoarrayArray of queue join information objects.
Join Info Object
FieldTypeDescription
queueIdstringThe queue ID.
hasCxEssentialsbooleanDenotes if the call queue has Customer Experience Essentials license.
queueAutoAnswerbooleanDenotes if calls routed from a Customer Assist call queue to an available agent are answered automatically.
allowLogoffbooleanDenotes if the agent is allowed to log on/off from the queue.
statusstringJoin status: joined, unjoined, or unassigned.
skillLevelintegerSkill level of the agent (for Skill-Based Routing queues).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_agent",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "data": {
    "actorType": "PEOPLE",
    "eventType": "join",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "joinInfo": [
      {
        "queueId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
        "hasCxEssentials": true,
        "queueAutoAnswer": true,
        "allowLogoff": true,
        "status": "joined",
        "skillLevel": 12
      }
    ]
  }
}
Event: state

Notification when a call queue agent state changes.

Payload Fields
FieldTypeDescription
eventTypestringAlways state for this event.
acdStateInfoobjectAgent state information object (see ACD State Info Object).

ACD State Info Object
FieldTypeDescription
statestringCurrent state: signIn, available, unavailable, wrapUp, or signOut.
stateModifiedBystringEntity that triggered the change: agent, supervisor, admin, or policy.
supervisorIdstringThe supervisor that triggered the state change (if applicable).
policyReasonstringPolicy reason: unreachable, no-answer, busy, other, or wrap-up.
wrapUpDetailsobjectAdditional details when entering wrap-up state (see Wrap-Up Details).
stateTimestampstringTimestamp of the last agent state change.
signinTimestampstringTimestamp of the agent sign-in.
totalAvailableTimeintegerTotal available time since last sign-in.
averageWrapUpTimeobjectAverage wrap-up time per handled call. Contains value field.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_agent",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "data": {
    "actorType": "PEOPLE",
    "eventType": "state",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "acdStateInfo": {
      "state": "unavailable",
      "stateModifiedBy": "policy",
      "supervisorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS9iNTlhMWY5NS1kMzMwLTRmMDEtYWUyNy1jNGM3M2I0YmVhYjE=",
      "policyReason": "wrap-up",
      "wrapUpDetails": {
        "queueId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
        "queueName": "cx_essential_name",
        "queueNumber": "+15146977514",
        "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
        "wrapUpChangeId": "WrapUpChange_id_01",
        "maxWrapUpEndTime": "2024-09-10T01:19:22.903Z",
        "remoteParty": {
          "name": "Espace Commun",
          "number": "888",
          "id": "Y2lzY29zcGFyazovL3VzL1BMQUNFLzcxMTVjNjYyLTY2NmYtNDEwMS1iMjUzLTU4OGVkMTIzNTk0MA",
          "idType": "PLACE",
          "privacyEnabled": false,
          "callType": "location"
        }
      },
      "stateTimestamp": "2023-09-13T15:19:08.280Z",
      "signinTimestamp": "2023-09-13T12:10:21.432Z",
      "totalAvailableTime": 0,
      "averageWrapUpTime": {
        "value": 10
      }
    }
  }
}
Event: code

Notification when a call queue agent enters a wrap-up code.

Payload Fields
FieldTypeDescription
eventTypestringAlways code for this event.
wrapUpCodesarrayArray of wrap-up code strings to tag the call with.
callIdstringIdentifier of the call to tag.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_agent",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "data": {
    "actorType": "PEOPLE",
    "eventType": "code",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "wrapUpCodes": ["Promotion", "Customer Follow-up"],
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtODkxMjU0MTQ6MA"
  }
}
telephony_agentMonitoring

Notification of call queue agent performance metrics.

Event Types
eventTypeDescription
updatedAgent monitoring status has been updated
Agent Monitoring Payload Fields
FieldTypeDescription
eventTypestringAlways updated for this payload.
monitoringStatusobjectAgent monitoring status object (see Agent Monitoring Status Object).

Agent Monitoring Status Object
FieldTypeDescription
averageACDCallTimeobjectAverage call time for call queue calls since last sign-in. Contains value field.
averageACDOutgoingCallTimeobjectAverage call time for outgoing call queue calls since last sign-in. Contains value field.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_agentMonitoring",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "data": {
    "actorType": "PEOPLE",
    "eventType": "updated",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "monitoringStatus": {
      "averageACDCallTime": {
        "value": 6154
      },
      "averageACDOutgoingCallTime": {
        "value": 0
      }
    }
  }
}
telephony_queue

Notification of call queue calls progression.

Event Types
eventTypeDescription
callAbandonedA call is abandoned by the caller and removed from the queue
callAddedA call is added to the queue
callAnsweredByAgentA call has been answered by an agent and removed from the queue
callBouncedA call is bounced back to the queue after being offered to an agent
callEscapedThe caller dials the configured escape digits while in the queue
callForwardedThe forced forwarding policy is triggered for a call
callForwardedTreatmentCompletedThe announcement is completed for a call treated according to the Forced Forwarding policy
callOfferedToAgentA call is offered to an agent. The call remains in the queue until answered
callOverflowedThe overflow policy is triggered for a call in the queue
callOverflowedTreatmentCompletedThe announcement is completed for a call treated according to the Overflow policy
callPromotedA call has been promoted to a different priority in the queue
callReleasedA call is released from the queue
callReorderedA call is reordered within the queue
callStrandedA call is identified as stranded and removed from the queue
callStrandedTreatmentCompletedThe announcement is completed for a call treated according to the Stranded call policy
callStrandedUnavailableA call is identified as stranded due to agent unavailability
callStrandedUnavailableTreatmentCompletedThe announcement is completed for a call treated according to the Stranded - Unavailable call policy
callTransferredA call is transferred to a new destination and removed from the queue
callUpdatedThe remote party attributes are modified while the call is in the queue
holidayPolicyAppliedThe Holiday policy is triggered for a call
holidayPolicyTreatmentCompletedThe announcement is completed for a call treated according to the Holiday policy
nightPolicyAppliedThe Night policy is triggered for a call
nightPolicyTreatmentCompletedThe announcement is completed for a call treated according to the Night policy
whisperStartedAn agent answers an offered call and the whisper announcement is started

Common Queue Entry Object

Most queue events include a queueEntry object with the following fields:

FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue (DNIS).
remotePartyobjectInformation about the remote party (see Party Information).
origCallIdstringThe original call ID for the queue entry. Only present when the queue entry's call ID has changed due to a scenario such as callback where a new call replaces the original call.
addTimestringThe time when this entry was added to the queue.
removeTimestringThe time when this entry was removed from the queue.
prioritystringPriority: highest, high, medium, or low. Only present for premium call centers.
bouncedbooleanPresent and true when the call has been bounced one or more times.
reorderedbooleanPresent and true when the call has been reordered within the queue.
mandatoryEntrancebooleanPresent and true when the call is being played the mandatory entrance message.
preservedWaitTimeintegerThe total time in milliseconds spent waiting in previous queue(s) when transferred. Only present when applicable.
addTimeInPriorityBucketstringThe time this entry was added to the priority bucket in the queue.
preservedWaitTimeInPriorityBucketintegerThe preserved wait time in milliseconds this entry has accumulated when being inserted in the priority bucket. Only present when applicable.
answeringAgentIdstringThe ID of the agent that answered the call. Only present when the call is answered.
answeringAgentTypestringType of agent: PEOPLE, PLACE, or VIRTUAL_LINE. Only present when the call is answered.
answeringCallIdstringThe call ID of the agent call when answered. Only present for non-distributed calls.
answeringNetworkCallIdstringThe SIP call ID of the agent call when answered. Only present for distributed calls where the call offer from the call queue to the agent contains a SIP call leg.
Event: callAbandoned

Notification when a call has been abandoned by a remote party while in the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
entrancePlayingbooleanTrue if the entrance message was playing when the call was abandoned.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callAbandoned",
    "eventTimestamp": "2010-04-19T21:09:53.257Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxOTc6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T21:08:15.635Z",
      "removeTime": "2010-04-19T21:09:53.257Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest",
      "bounced": true
    }
  }
}
Event: callAdded

Notification when a new call is added to the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
positionintegerThe position of the call in the queue.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callAdded",
    "eventTimestamp": "2010-04-19T20:59:21.291Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxNDk6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T20:59:21.291Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "position": 1
  }
}
Event: callAnsweredByAgent

Notification when a call has been answered by an agent and removed from the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information including answeringAgentId, answeringAgentType, and answeringCallId or answeringNetworkCallId (see Common Queue Entry Object).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callAnsweredByAgent",
    "eventTimestamp": "2026-04-27T14:24:03.563Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtMjA0MDQxNDY5MDY6MA",
      "callSessionId": "ZjNkODI0ODEtYWU3OS00NjgxLTk1YjYtMmZjNzk1MjI5MDNk",
      "queueName": "Q-ME-Operator",
      "queueNumber": "59821",
      "addTime": "2026-04-27T14:23:56.646Z",
      "removeTime": "2026-04-27T14:24:03.563Z",
      "remoteParty": {
        "name": "ARC3 GASES",
        "number": "+12524463257",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    }
  }
}
Event: callBounced

Notification when a call is bounced back to the queue after being offered to an agent.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information with bounced set to true (see Common Queue Entry Object).
positionintegerThe new position of the call in the queue (if reordered).
redirectobjectRedirect details (see Redirect Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callBounced",
    "eventTimestamp": "2010-04-19T21:08:15.635Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxOTc6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T21:08:15.635Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest",
      "bounced": true
    }
  }
}
Event: callEscaped

Notification when the caller dials the configured escape digits while in the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callEscaped",
    "eventTimestamp": "2010-04-20T15:04:07.356Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTk2NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_2_Name",
      "queueNumber": "+15006001027",
      "addTime": "2010-04-20T14:55:55.321Z",
      "removeTime": "2010-04-20T15:04:07.356Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest",
      "reordered": true
    }
  }
}
Event: callForwarded

Notification when the forced forwarding policy is triggered for a call.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callForwarded",
    "eventTimestamp": "2010-04-21T20:25:08.100Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNzg5MzM6MA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "ACD_CTI1_Name",
    "queueNumber": "+15006001025",
    "remoteParty": {
      "name": "NetworkN1FirstName NetworkN1LastName",
      "number": "+15007003333",
      "privacyEnabled": false,
      "callType": "external"
    },
    "redirect": {
      "destination": "1011",
      "reason": "divert",
      "redirectTime": "2010-04-21T20:25:08.100Z"
    }
  }
}
Event: callOfferedToAgent

Notification when a call is offered to an agent. The call remains in the queue until answered.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callOfferedToAgent",
    "eventTimestamp": "2010-04-19T20:59:21.291Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxNDk6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T20:59:21.291Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    }
  }
}
Event: callOverflowed

Notification when the overflow policy is triggered for a call in the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
overflowReasonstringReason for overflow (see Overflow Reason Enum).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callOverflowed",
    "eventTimestamp": "2010-04-19T21:30:12.671Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQwMjU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T21:29:42.671Z",
      "removeTime": "2010-04-19T21:30:12.671Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "overflowReason": "time",
    "redirect": {
      "destination": "1026",
      "reason": "divert",
      "redirectTime": "2010-04-19T21:30:12.671Z"
    }
  }
}
Event: callPromoted

Notification when a call has been promoted to a different priority in the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information with updated priority (see Common Queue Entry Object).
positionintegerThe new position of the call in the queue.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callPromoted",
    "eventTimestamp": "2010-04-20T14:56:26.140Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTk2NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_2_Name",
      "queueNumber": "+15006001027",
      "addTime": "2010-04-20T14:55:55.321Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "position": 2
  }
}
Event: callReleased

Notification when a call is released from the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callReleased",
    "eventTimestamp": "2010-12-14T19:06:06.976Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtMTI5OjA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-12-14T19:04:53.018Z",
      "removeTime": "2010-12-14T19:06:06.976Z",
      "remoteParty": {
        "name": "callcenter callcenter",
        "number": "+15146987610",
        "privacyEnabled": false,
        "callType": "location"
      },
      "priority": "highest"
    }
  }
}
Event: callReordered

Notification when a call is reordered within the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information with reordered set to true (see Common Queue Entry Object).
positionintegerThe new position of the call in the queue.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callReordered",
    "eventTimestamp": "2010-04-20T14:56:26.140Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTk2NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_2_Name",
      "queueNumber": "+15006001027",
      "addTime": "2010-04-20T14:55:55.321Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest",
      "reordered": true
    },
    "position": 1
  }
}
Event: callStranded

Notification when a call is identified as stranded and removed from the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callStranded",
    "eventTimestamp": "2010-04-20T00:23:47.613Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQ1NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T00:23:36.743Z",
      "removeTime": "2010-04-20T00:23:47.613Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    }
  }
}
Event: callStrandedUnavailable

Notification when a call is identified as stranded due to agent unavailability. The call is removed from the queue and handled per the Stranded Calls - Unavailable routing policy.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callStrandedUnavailable",
    "eventTimestamp": "2010-04-20T00:23:47.613Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQ1NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T00:23:36.743Z",
      "removeTime": "2010-04-20T00:23:47.613Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    }
  }
}
Event: callTransferred

Notification when a call is transferred to a new destination and removed from the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
redirectobjectRedirect details for the transfer destination (see Redirect Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callTransferred",
    "eventTimestamp": "2010-04-20T13:16:16.187Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTgyMjU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T13:15:44.207Z",
      "removeTime": "2010-04-20T13:16:16.187Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "redirect": {
      "destination": "6001011",
      "reason": "divert",
      "redirectTime": "2010-04-20T13:16:16.187Z"
    }
  }
}
Event: callUpdated

Notification when the remote party attributes are modified while the call is in the queue.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information with updated remote party details (see Common Queue Entry Object).
reasonstringUpdate reason (see Call Update Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callUpdated",
    "eventTimestamp": "2010-04-20T13:26:05.048Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTgzNjU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T13:26:05.048Z",
      "remoteParty": {
        "number": "+17003334",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "reason": "Call Transferred"
  }
}
Event: whisperStarted

Notification when an agent answers an offered call and the whisper announcement is started.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "whisperStarted",
    "eventTimestamp": "2010-04-19T20:59:21.291Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxNDk6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T20:59:21.291Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest",
      "answeringAgentId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS9hZ2VudEExQGJyb2Fkc29mdC5jb20",
      "answeringAgentType": "PEOPLE",
      "answeringCallId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTMxNTM6MA"
    }
  }
}
Event: holidayPolicyApplied

Notification when the Holiday policy is triggered for a call.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "holidayPolicyApplied",
    "eventTimestamp": "2010-04-23T15:12:10.325Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNzkyOTc6MA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "ACD_CTI1_Name",
    "queueNumber": "+15006001025",
    "remoteParty": {
      "name": "NetworkN1FirstName NetworkN1LastName",
      "number": "+15007003333",
      "privacyEnabled": false,
      "callType": "external"
    },
    "redirect": {
      "destination": "1011",
      "reason": "divert",
      "redirectTime": "2010-04-23T15:12:10.325Z"
    }
  }
}
Event: nightPolicyApplied

Notification when the Night policy is triggered for a call.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
treatmentStartedbooleanTrue if treatment announcement has started.
redirectionsarrayArray of redirection information (see Redirection Information).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "nightPolicyApplied",
    "eventTimestamp": "2010-04-23T15:12:10.325Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtMjcxOjA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "callcenter",
    "queueNumber": "+15146987610",
    "remoteParty": {
      "name": "john3 south",
      "number": "+15146987603",
      "privacyEnabled": false,
      "callType": "location"
    }
  }
}
Event: callForwardedTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Forced Forwarding policy.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callForwardedTreatmentCompleted",
    "eventTimestamp": "2010-04-21T20:25:08.100Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNzg5MzM6MA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "ACD_CTI1_Name",
    "queueNumber": "+15006001025",
    "remoteParty": {
      "name": "NetworkN1FirstName NetworkN1LastName",
      "number": "+15007003333",
      "privacyEnabled": false,
      "callType": "external"
    },
    "redirect": {
      "destination": "1011",
      "reason": "divert",
      "redirectTime": "2010-04-21T20:25:08.100Z"
    },
    "reason": "EOF"
  }
}
Event: callOverflowedTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Overflow policy.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
overflowReasonstringReason for overflow (see Overflow Reason Enum).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callOverflowedTreatmentCompleted",
    "eventTimestamp": "2010-04-19T21:30:12.671Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQwMjU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-19T21:29:42.671Z",
      "removeTime": "2010-04-19T21:30:12.671Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "overflowReason": "time",
    "redirect": {
      "destination": "1026",
      "reason": "divert",
      "redirectTime": "2010-04-19T21:30:12.671Z"
    },
    "reason": "EOF"
  }
}
Event: callStrandedTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Stranded call policy.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callStrandedTreatmentCompleted",
    "eventTimestamp": "2010-04-20T00:23:47.613Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQ1NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T00:23:36.743Z",
      "removeTime": "2010-04-20T00:23:47.613Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "reason": "EOF"
  }
}
Event: callStrandedUnavailableTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Stranded - Unavailable call policy.

Payload Fields
FieldTypeDescription
queueEntryobjectQueue entry information (see Common Queue Entry Object).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "callStrandedUnavailableTreatmentCompleted",
    "eventTimestamp": "2010-04-20T00:23:47.613Z",
    "queueEntry": {
      "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNTQ1NDU6MA",
      "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
      "queueName": "ACD_CTI1_Name",
      "queueNumber": "+15006001025",
      "addTime": "2010-04-20T00:23:36.743Z",
      "removeTime": "2010-04-20T00:23:47.613Z",
      "remoteParty": {
        "name": "NetworkN1FirstName NetworkN1LastName",
        "number": "+15007003333",
        "privacyEnabled": false,
        "callType": "external"
      },
      "priority": "highest"
    },
    "reason": "remoteRelease"
  }
}
Event: holidayPolicyTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Holiday policy.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "holidayPolicyTreatmentCompleted",
    "eventTimestamp": "2010-04-23T15:12:10.325Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtNzkyOTc6MA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "ACD_CTI1_Name",
    "queueNumber": "+15006001025",
    "remoteParty": {
      "name": "NetworkN1FirstName NetworkN1LastName",
      "number": "+15007003333",
      "privacyEnabled": false,
      "callType": "external"
    },
    "redirect": {
      "destination": "1011",
      "reason": "divert",
      "redirectTime": "2010-04-23T15:12:10.325Z"
    },
    "reason": "EOF"
  }
}
Event: nightPolicyTreatmentCompleted

Notification when the announcement is completed for a call treated according to the Night policy.

Payload Fields
FieldTypeDescription
callIdstringThe call identifier.
callSessionIdstringThe call session identifier.
queueNamestringThe name of the call queue.
queueNumberstringThe phone number of the call queue.
remotePartyobjectInformation about the remote party (see Party Information).
redirectobjectRedirect details (see Redirect Information).
reasonstringTreatment completion reason (see Treatment Completion Reason Enum).
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svYmQzMWFjNzYtMWVjMS00ZTIwLTg1ZDMtNDRiNWM2Yjk2ODU5",
  "name": "My Awesome Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queue",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "createdBy": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS85NmIwODlkOS0wZmQ4LTRlNzQtOWI3Ni01MGRhZjc2ODcwNWM",
  "appId": "Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0NmMzkyNWU5NDFmMzhhYTc0M2Y0MmFiNzcwZmZhZjFhNTIyMjcxZDI5OTQ4NDhjNjk2YWMwYTEwN2Q2YTg5MjI3",
  "ownedBy": "org",
  "status": "active",
  "created": "2026-01-07T22:10:44.031Z",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvMzM1Yzk1NzgtZjA0NS00NzgzLTgwYWEtMWNiY2Q2MjZhOTEx",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "nightPolicyTreatmentCompleted",
    "eventTimestamp": "2010-04-23T15:12:10.325Z",
    "callId": "Y2lzY29zcGFyazovL3VzL0NBTEwvY2FsbGhhbGYtMjcxOjA",
    "callSessionId": "Njk1YjEzNjktNzQxZi00MzgwLTljMTEtNzI2ODE0YTE3MDZj",
    "queueName": "callcenter",
    "queueNumber": "+15146987610",
    "remoteParty": {
      "name": "john3 south",
      "number": "+15146987603",
      "privacyEnabled": false,
      "callType": "location"
    },
    "reason": "EOF"
  }
}
telephony_queueMonitoring

Notification of call queue performance metrics.

Event Types
eventTypeDescription
updatedQueue monitoring status has been updated
Queue Monitoring Payload Fields
FieldTypeDescription
actorTypestringAlways CALL_QUEUE for this resource.
eventTypestringAlways updated for this payload.
queueNamestringThe name of the call queue.
monitoringStatusobjectQueue monitoring status object.
Queue Monitoring Status Object
FieldTypeDescription
averageHandlingTimeobjectAverage handling time for calls to this queue. Contains value field.
expectedWaitTimeobjectExpected wait time for calls. Not present if no agents in Available or Wrap-Up state. Contains value field.
averageSpeedOfAnswerobjectAverage speed of answer for calls. Contains value field.
longestWaitTimeobjectLongest wait time of any calls in the queue. Contains value field.
numCallsInQueueobjectNumber of calls in the queue. Contains value field.
numAgentsAssignedintegerNumber of agents assigned to the queue.
numAgentsStaffedintegerNumber of agents staffing the queue.
numStaffedAgentsIdleintegerNumber of staffed agents that are idle (not on a call and in available state).
numStaffedAgentsUnavailableintegerNumber of staffed agents in the unavailable state.
Example Payload
{
  "id": "Y2lzY29zcGFyazovL3VzL1dFQkhPT0svOTg3NjU0MzItYWJjZC0xMjM0LWVmZ2gtMTIzNDU2Nzg5MGFi",
  "name": "My Queue Monitoring Webhook",
  "targetUrl": "https://example.com/mywebhook",
  "resource": "telephony_queueMonitoring",
  "event": "updated",
  "orgId": "Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi9mMTMxNjFlNC04N2Q5LTQ4MDAtYmJiNS01OTQzOGY1MDBmYTQ",
  "ownedBy": "org",
  "status": "active",
  "actorId": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvYWJjMTIzZGVmNDU2",
  "data": {
    "actorType": "CALL_QUEUE",
    "eventType": "updated",
    "eventTimestamp": "2026-01-07T22:11:00.023Z",
    "queueName": "Support Queue",
    "monitoringStatus": {
      "averageHandlingTime": {
        "value": 180
      },
      "expectedWaitTime": {
        "value": 45
      },
      "averageSpeedOfAnswer": {
        "value": 30
      },
      "longestWaitTime": {
        "value": 120
      },
      "numCallsInQueue": {
        "value": 5
      },
      "numAgentsAssigned": 10,
      "numAgentsStaffed": 8,
      "numStaffedAgentsIdle": 3,
      "numStaffedAgentsUnavailable": 2
    }
  }
}

anchorCommon Schema Objects

anchor

Party Information

Information about a call party (caller or callee).

FieldTypeDescription
namestringThe party's name. Only present when available and privacy is not enabled.
numberstringThe party's number (digits or URI). Only present when available and privacy is not enabled.
personIdstringThe party's person ID. Only present for Webex users when privacy is not enabled.
placeIdstringThe party's place ID. Only present for workspaces when privacy is not enabled.
virtualLineIdstringThe party's virtual line ID. Only present for virtual lines when privacy is not enabled.
idstringThe party's ID. Only present when available and privacy is not enabled.
idTypestringType of ID: PEOPLE, PLACE, or VIRTUAL_LINE.
privacyEnabledbooleanIndicates whether privacy is enabled for name, number, and IDs.
callTypestringCall type: location, organization, external, emergency, repair, or other.

Redirection Information

Information about a call redirection.

FieldTypeDescription
reasonstringRedirection reason: busy, noAnswer, unavailable, unconditional, timeOfDay, divert, followMe, huntGroup, callQueue, or unknown.
redirectingPartyobjectDetails of the party who redirected the call (see Party Information).

Redirect Information

Information about a redirect action.

FieldTypeDescription
destinationstringThe destination for the redirect (digits or URI).
reasonstringThe reason for the redirect.
redirectTimestringThe time at which the redirect took place.

Wrap-Up Details

Additional details when an agent enters wrap-up state.

FieldTypeDescription
queueIdstringThe queue ID the call was received on.
queueNamestringThe queue name the call was received on.
queueNumberstringThe queue number the call was received on.
callSessionIdstringThe call session identifier.
wrapUpChangeIdstringAn arbitrary string that changes when the list of available wrap-up codes changes.
maxWrapUpEndTimestringThe timestamp for max end time for wrap-up.
remotePartyobjectThe details of the party calling the call queue (see Party Information).

Call Update Reason Enum

Reasons for a callUpdated event in the queue.

ValueDescription
Call TransferredThe call was transferred.
Call Picked-UpThe call was picked up.
Call Barged-InThe call was barged into.
Call MonitoredThe call was monitored.
Call ForwardedThe call was forwarded.
Call Park RetrievedThe call was retrieved from park.
UnknownThe reason is unknown.

Overflow Reason Enum

Reasons for a callOverflowed event.

ValueDescription
sizeThe queue overflowed due to reaching maximum size.
timeThe queue overflowed due to maximum wait time being exceeded.

Treatment Completion Reason Enum

Reasons for treatment completion events (e.g., callForwardedTreatmentCompleted, holidayPolicyTreatmentCompleted).

ValueDescription
EOFThe treatment announcement completed normally (end of file).
remoteReleaseThe remote party released the call before the treatment completed.
In This Article
  • Overview
  • Authentication and Authorization
  • Call Control APIs
  • Discovery APIs
  • Telephony WebHooks
  • Interest Registration
  • Use Case: Call Queue Performance Metrics
  • Webhook Payload Schemas
  • Common Schema Objects

Connect

Support

Developer Community

Developer Events

Contact Sales

Handy Links

Webex Ambassadors

Webex App Hub

Resources

Open Source Bot Starter Kits

Download Webex

DevNet Learning Labs

Terms of Service

Privacy Policy

Cookie Policy

Trademarks

© 2026 Cisco and/or its affiliates. All rights reserved.