Voice

Navigate to Integrations -> Outbound Webhooks

Voice Delivery Receipts

Select the service you are sending the voice call from.
Select the channel as Voice.

{
  "deliveryTransInfo": "<voice release event xml data>",
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-02-05T07:34:23.596Z",
      "Description": "Call offered",
      "code": "7407",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+919703553010",
      "destinationType": "msisdn",
      "deliveryStatus": "OFFERED"
    },
    "subtid": "",
    "transid": "62cfd7cf-ea2b-4b56-aaa7-f3aca6c9888d",
    "callbackData": "",
    "correlationid": ""
  }

{
  "deliveryTransInfo": "<voice release event xml data>",
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-02-05T07:34:24.845Z",
      "Description": "Call accepted",
      "code": "7408",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+919703553010",
      "destinationType": "msisdn",
      "deliveryStatus": "ACCEPTED"
    },
    "subtid": "",
    "transid": "62cfd7cf-ea2b-4b56-aaa7-f3aca6c9888d",
    "callbackData": "",
    "correlationid": ""
  }

{
    "deliveryTransInfo": "<voice release event xml data>",
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "voice",
            "Description": "Answered",
            "destinationType": "msisdn",
            "timeStamp": "2016-07-28T08:07:38.481",
            "code": "7519",
            "deliveryStatus": "ANSWERED",
            "destination": "+919703553010"
        },
        "correlationid": "",
        "callbackData": "return callbackdata",
        "transid": "038ce810-132e-482f-a1de-e8aaeed9fdca"
    }
}

{
  "deliveryTransInfo": "<voice release event xml data>",
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-02-05T07:35:30.469Z",
      "Description": "Call dropped",
      "code": "7409",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+919703553010",
      "destinationType": "msisdn",
      "deliveryStatus": "DROPPED"
    },
    "subtid": "",
    "transid": "62cfd7cf-ea2b-4b56-aaa7-f3aca6c9888d",
    "callbackData": "",
    "correlationid": ""
  }

{
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-06-18T11:18:46.584Z",
      "Description": "Customer busy",
      "code": "7402",
      "deliveryChannel": "voice",
      "destination": "+91XXXXXXXXX",
      "destinationType": "msisdn",
      "deliveryStatus": "REJECTED"
    },
    "subtid": "",
    "transid": "9cb04028-5338-4421-ac18-67215d364404",
    "callbackData": "",
    "correlationid": "cid"
  }

{
  "deliveryTransInfo": "<voice release event xml data>",
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-02-05T07:35:30.470Z",
      "Description": "Release",
      "code": "7405",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+919703553010",
      "destinationType": "msisdn",
      "deliveryStatus": "Released"
    },
    "subtid": "",
    "transid": "62cfd7cf-ea2b-4b56-aaa7-f3aca6c9888d",
    "callbackData": "",
    "correlationid": ""
  }

{
  "deliveryTransInfo": "<voice release event xml data>",
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-02-05T07:35:30.298Z",
      "Description": "Call disconnected",
      "code": "7410",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+919703553010",
      "destinationType": "msisdn",
      "deliveryStatus": "DISCONNECTED"
    },
    "subtid": "",
    "transid": "62cfd7cf-ea2b-4b56-aaa7-f3aca6c9888d",
    "callbackData": "",
    "correlationid": ""
  }

{
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-07-13T12:23:30.072Z",
      "Description": "Trombone connected",
      "code": "7411",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+91XXXXXXXXX",
      "destinationType": "msisdn",
      "deliveryStatus": "TROMBONE_CONNECTED"
    },
    "subtid": "1d21a420-b2bc-44da-9c87-1a4e20e38f58",
    "transid": "44b7e012-1001-461c-82b8-38be8fe04fd6",
    "callbackData": "",
    "correlationid": ""
  }

{
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2020-07-13T12:24:08.439Z",
      "Description": "Trombone released",
      "code": "7412",
      "deliveryChannel": "voice",
      "additionalInfo": "",
      "destination": "+91XXXXXXXXX",
      "destinationType": "msisdn",
      "deliveryStatus": "TROMBONE_RELEASED"
    },
    "subtid": "1d21a420-b2bc-44da-9c87-1a4e20e38f58",
    "transid": "44b7e012-1001-461c-82b8-38be8fe04fd6",
    "callbackData": "",
    "correlationid": ""
  }

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2020-08-05T13:17:39.539+01:00",
            "Description": "Request expired",
            "code": "7005",
            "deliveryChannel": "voice",
            "additionalInfo": "",
            "destination": "9191xxxxxxxx",
            "destinationType": "msisdn",
            "deliveryStatus": "Failed"
        },
        "subtid": "9b2af275-eb55-4fe9-a442-78cfac5a9e91",
        "transid": "21ad3d0e-875d-4000-bed0-b13e62d812e3",
        "callbackData": "",
        "correlationid": ""
    }
}

Here is a list of milestone events and when they occur while making a call:

Offered: when Webex Connect platform offers a call to the network to place a call.
Accepted: when the network accepts the call offered by Webex Connect and placed to end-user.
Answered: when the end-user answers the call is answered.
Dropped: when the call is dropped because of an internal error.
Rejected: when the call gets rejected due to multiple reasons like network failure, the user is busy, rejected by the user etc.
Released: when the call is ended.
Disconnected: when the end-user disconnects the call.
Trombone Connected: when the Webex Connect platform is sending a notification to the user and the user asks to talk to an agent. The Trombone Connect event occurs when both parties A (end-user) and B (agent) are connected.
Trombone Released: when the party B (agent) exits the call.

❗️
Please note that callbackData and correlationid fields are not getting passed at the moment for Trombone Connected, Trombone Released, and Disconnected notifications due to a bug.

Usecases for Outbound Calls from Webex Connect

When an outbound call is placed from the Webex Connect platform, see the progression of events in the following use cases. The call event/delivery status is denoted in square brackets and the description of the event is denoted in parentheses.

Scenario	Sequence of Events
Full message heard by the user and the call ended after running through the full flow.	OFFERED - ACCEPTED - ANSWERED - [DROPPED - RELEASED] The events DROPPED and RELEASED are fired simultaneously with the same timestamp.
The user cuts the call while playing.	OFFERED - ACCEPTED - ASNWERED - [RELEASED - DISCONNECTED (call disconnected) -DROPPED] The events RELEASED, DISCONNECTED, and DROPPED are fired simultaneously with the same timestamp.
User is busy on another call.	OFFERED - ACCEPTED - [DROPPED - REJECTED (no answer)] The events DROPPED and REJECTED are fired simultaneously with the same timestamp.
Number not answered by the user but rang full-cycle.	OFFERED - ACCEPTED - [DROPPED - REJECTED (no answer)] The events DROPPED and REJECTED are fired simultaneously with the same timestamp.
No answer on the number; call disconnected while ringing.	OFFERED - ACCEPTED - [DISCONNECTED- DROPPED - REJECTED (customer busy)] The events DISCONNECTED, DROPPED and REJECTED are fired simultaneously with the same timestamp.