Sarv.com

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

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": [ ]
}