Push Report Webhook

Webhooks are important to integrate your CRM into Deepcall’s environment. Report webhook is one of them. You can add multiple webhooks in the panel to get reports on your CRM. You can set different webhooks based on call type, DID numbers, campaigns, etc. or can simply set one webhook for all.

Once a webhook is added in the panel, the system will verify and activate it. To be an active webhook it should be a valid URL and must respond as GODBLESSYOU.

Once it is active and verified, a webhook qualifies to receive reports on it. System will send reports in Json format. Attributes of this json format are as follows.

Data Format

Field	Type	Description
callId	string	It is a unique id for each call.
callStatus	integer	This is the status of the call.
cType	string	Possible Values IBD OBD CTC QC
DID	String \| null	DID Number For IBD call only
campId	Integer \| 0	Campaign id for OBD value > 0 for QC, CTC value >= -1 for IBD value = 0 -1 campaign id stands for default campaign
ivrSTime	"YYYY-MM-DD HH:MM:SS" HH is in 24 hrs format	IVR Start Time It is the time when system starts the process of calling It will be the earliest time logged in the report. All the other time points will be either equal or greater than this.
ivrETime	"YYYY-MM-DD HH:MM:SS"	IVR End Time It is the time when system finishes the process related to this call It will be the longest time logged in this report. All the other time points will be either equal or smaller than this.
ivrDuration	integer	Difference between ivrETime and ivrSTime in seconds
userId	string	User Id
cNumber	string \| null	Customer Number Phone/Landline number in E164 format Definition in case of, IBD : the one who is calling OBD, QC, POOL : the one on which system is calling, other than Agent Id CTC : answered number of to parameter of CTC API if toType=number
masterNumCTC	string \| null	Answered number of from parameter of CTC API if toType=number Phone/Landline number in E164 format Only applicable if cType=CTC
masterAgent	integer	It is possible that more than one agent is involved in a call. This parameter will hold the agent id whoever attends the call first
masterAgentNumber	string \| null	Phone/Landline number in of masterAgent in E164 format
masterGroupId	integer	Id of the Agent Group for which masterAgent received the call
firstAttended	string	It holds the category of the person who answered the call first. Possible values are, customer agent NULL In case of, IBD : always customer OBD, QC, CTC : as per settings/parameters Null value means, nobody has answered the call.
firstAnswerTime	"YYYY-MM-DD HH:MM:SS"	Answer time of firstAttended From this point of time the call actually starts.
lastHangupTime	"YYYY-MM-DD HH:MM:SS"	Hangup time of person who disconnected the call in the last From this point of time the call ends.
lastFirstDuration	integer	Duration between lastHangupTime and firstAnswerTime This is actually the call duration. This duration is in seconds
talkDuration	integer	Total talk duration in the call. It is in seconds
custAnswerSTime	"YYYY-MM-DD HH:MM:SS"	In case of, OBD, QC : When customer answers the call IBD : When we receives call from customer and Answer module of IVR is called CTC : When one of the numbers in to parameter answers the call
custAnswerETime	"YYYY-MM-DD HH:MM:SS"	When customer / caller / to number hangups the call
custAnswerDuration	integer	It is the answer duration of customer/caller/ to number in seconds. custAnswerDuration = custAnswerETime - custAnswerSTime
agentOnCallDuration	integer	Total duration when agents are connected. It is possible that more than one agent is involved in the call. It is the sum of durations of all agents.
totalHoldDuration	integer	Total hold duration during the call. It is in seconds.
forward	string	If the call is being forwarded by an agent then the value of this field will be true otherwise false Possible Values true false
ivrExecuteFlow	string	Node by node execution of the IVR during the call. Each node is prefixed by # and separated by comma. Example Format "#2,#8,#9,HANGUP"
HangupBySourceDetected	integer	It specifies that if the call is terminated by the caller or system. Possible Values 0 : customer/caller 1 : system
ivrIdArr	Integer Array	It contains the IVR id of used during the call. Example Format [315]
totalCreditsUsed	Json	Details of the used credits. It contains three attributes, freeHit : sum of used free hits of the modules paidHit : sum of the paid hits of the modules amount : total amount used during this call All the attributes are integers but amount is float Example Format { "freeHit": 0, "paidHit": 0, "amount": 0 }
aH	Integer array	This field refers to Agent History. It contains ids of all the agents who have been called during the call whether they answer or not. Example Format [202,301,258]
aAnsH	Integer array	This field refers to Agent Answered History. It contains ids of all the agents who have answered the call. Example Format [202,301]
aHDetail	Json Array	This field refers to Agent History Detail. It contains meta information about the aH field. aHDetail stores the data in the same order as aH. For example if agent id 301 is on the 1st index of the aH then its meta information will also be on the 1st index of aHDetail. Example Format [ {...}, {...}, {...} ]
nH	String array	This field refers to Number History. This field will be non-empty only in the case of CTC. This field contains all the phone numbers which have been called during the call. It doesn’t matter whether the number is in from or to field. Format of the phone/landline number will be E164 Example Format ["919000000000","919000000001"]
nHDetail	Json Array	This field refers to Number History Detail. It contains meta information about the nH field. nHDetail stores the data in the same order as nH. For example if 919000000000 is on the 1st index of the nH then its meta information will also be on the 1st index of nHDetail. Example Format [ {...}, {...}, {...} ]
recordings	Json Array	It contains information about the recordings in json format. For each recording there are following attributes, nodeid : node id in string visitId : visit id of the agent/number file : path of the recording time : time of recording Example Format { "nodeid": "#3", "visitId": "1618572632763", "file": "/202104/knk1qft116182341673632796659_7004138739_2021-4-16-17-0-49_QC.wav", "time": "2021-04-16 17:00:49" }

callStatus

Status Code	Description (general)	Description (CTC)
3	Both Answered	Both Answered
4	Cust. Ans. - Agent Unans.	To Ans. - From Unans.
5	Cust. Ans	To Ans
6	Cust. Unans - Agent Ans.	To Unans - From Ans.
7	Agent Unanswered	From Unanswered
8	Cust. Unans.	To Unans.
9	Both Unanswered	Both Unanswered
10	Agent Ans.	From Ans.
11	Rejected Call	Rejected Call
12	Skipped	Skipped
13	Agent Failed	From Failed
14	Cust. Failed - Agent Ans.	To Failed - From Ans.
15	Cust. Failed	To Failed
16	Cust. Ans - Agent Failed	To Ans - From Failed
17	Agent Busy	From Busy
18	Cust. Ans - Agent Not Found	To Ans - From Not Found
19	Cust. Unans - Agent Busy	To Unans - From Busy

aHDetail

Attribute	Type	Description
CTC	string \| null	Possible Values null to from
agentId	Integer	Id of the agent
groupId	Integer	Id of the group in which agent was present at the time of calling
status	String	Possible Values answered failed
recording	String	Path of the recording file
ping	String	Possible Values direct forward
agentNumber	String \| E164	Destination number of the agent at the time of calling
visitId	String	Unique visit id
nodeId	String	For example "#7"
totalRingDuration	Integer	Total ring duration in seconds
totalHoldDuration	Integer	Total hold duration in seconds
talkDuration	Integer	Total talk duration in seconds
talkSTime	"YYYY-MM-DD HH:MM:SS"
talkETime	"YYYY-MM-DD HH:MM:SS"
answerSTime	"YYYY-MM-DD HH:MM:SS"
answerETime	"YYYY-MM-DD HH:MM:SS"
answerDuration	Integer	Answer duration by agent in seconds
cli	String \| E164	Caller id in E164 format
retry	Integer

nHDetail

Attribute	Type	Description
CTC	string \| null	Possible Values null to from
status	String	Possible Values answered failed
recording	String	Path of the recording file
ping	String	Possible Values direct forward
number	String \| E164	Number passed during CTC API request
visitId	String	Unique visit id
nodeId	String \| null	Node id prefixed with # For example "#7"
totalRingDuration	Integer	Total ring duration in seconds
totalHoldDuration	Integer	Total hold duration in seconds
talkDuration	Integer	Total talk duration in seconds
talkSTime	"YYYY-MM-DD HH:MM:SS"
talkETime	"YYYY-MM-DD HH:MM:SS"
answerSTime	"YYYY-MM-DD HH:MM:SS"
answerETime	"YYYY-MM-DD HH:MM:SS"
answerDuration	Integer	Answer duration by agent in seconds
cli	String \| E164	Caller id in E164 format
retry	Integer

Sample Data


{
    "did": null, 
    "cType": "QC", 
    "campId": -1, 
    "ivrSTime": "2021-04-16 17:00:50", 
    "ivrETime": "2021-04-16 17:04:45", 
    "ivrDuration": 235, 
    "userId": "87164080", 
    "cNumber": "9190000XXXXX", 
    "masterNumCTC": null, 
    "masterAgent": 136, 
    "masterAgentNumber": "9197828XXXXX", 
    "masterGroupId": 0, 
    "talkDuration": 235, 
    "agentOnCallDuration": 247, 
    "callId": "knk1qft1161857267828372659", 
    "firstAttended": "agent", 
    "firstAnswerTime": "2021-04-16 17:00:38", 
    "lastHangupTime": "2021-04-16 17:04:45", 
    "lastFirstDuration": 247, 
    "custAnswerSTime": "2021-04-16 17:00:50", 
    "custAnswerETime": "2021-04-16 17:04:45", 
    "custAnswerDuration": 235, 
    "callStatus": 3, 
    "ivrExecuteFlow": "#2,#3,#1,HANGUP", 
    "HangupBySourceDetected": 0, 
    "forward": "false", 
    "totalHoldDuration": 0, 
    "totalCreditsUsed": {
        "freeHit": 0, 
        "paidHit": 0, 
        "amount": 0
    }, 
    "ivrIdArr": [
        176
    ], 
    "aAnsH": [
        136
    ], 
    "aH": [
        136
    ], 
    "nH": [ ], 
    "recordings": [
        {
            "nodeid": "#3", 
            "visitId": "1618572632763", 
            "file": "/202104/knk1qft1161857267828372659_97828XXXXX_2021-4-16-17-0-49_QC.wav", 
            "time": "2021-04-16 17:00:49"
        }
    ], 
    "cliArr": {
        "136": [
            "9197828XXXXX"
        ], 
        "customer": [
            "9190000XXXXX"
        ]
    }, 
    "aHDetail": [
        {
            "CTC": null, 
            "agentId": 136, 
            "groupId": 0, 
            "status": "answered", 
            "recording": "/202104/knk1qft1161857267828372659_97828XXXXX_2021-4-16-17-0-49_QC.wav", 
            "ping": "direct", 
            "agentNumber": "9197828XXXXX", 
            "visitId": "1618572632763_0", 
            "nodeId": "#3", 
            "totalRingDuration": 4, 
            "totalHoldDuration": 0, 
            "talkDuration": 235, 
            "talkSTime": "2021-04-16 17:00:50", 
            "talkETime": "2021-04-16 17:04:45", 
            "answerSTime": "2021-04-16 17:00:38", 
            "answerETime": "2021-04-16 17:04:45", 
            "answerDuration": 247, 
            "cli": "917447133300", 
            "retry": 0
        }
    ], 
    "nHDetail": [ ]
}