TABLE OF CONTENTS


Webhook Connector


Setera OneCloud provides CRM Webhook connector


Connector allows you to send call data from the Setera application to a CRM or ERP etc. system


Please Note:
  • Webhook connector does not send any call data when call arrives to function numbers, such as IVR, ACD, Hunt Group etc.
  • It only takes effect when end user receives a call or make outbound call.


Data Options:

  • Caller's number
  • Date and time for the outgoing call, follows UTC time zone.
  • Current state of the call
  • Caller's email address
  • Caller's user ID
  • Device from which the call is initiated or received
  • Callee's email address
  • Callee's user ID
  • Callee's number


Connector will send this data as HTTPS POST in JSON format.


Data Examples


Incoming call example

In this example, Setera OneCloud user ([email protected], +35894272XXXX) receives a call from +35840940XXXX to Softphone application.


CRM Webhook connector will send 3 separate POSTS towards HTTPS address that has been configured to connector:


  • Sequence 1: Incoming call
  • Sequence 2: User answers the call (Confirmed)
  • Sequence 3: Call has been terminated


[{
    "seq_num": 1,
    "call_id": "tvNAazZlEwDZTCO74Pk95Q",
    "branch_id": "L1FIItkNwW0.",
    "timestamp": "2021-09-30T10:36:19.315+00:00",
    "state": "EARLY",
    "direction": "INCOMING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  },
  {
    "seq_num": 2,
    "call_id": "tvNAazZlEwDZTCO74Pk95Q",
    "branch_id": "L1FIItkNwW0.",
    "timestamp": "2021-09-30T10:36:21.970+00:00",
    "state": "CONFIRMED",
    "direction": "INCOMING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  },
  {
    "seq_num": 3,
    "call_id": "tvNAazZlEwDZTCO74Pk95Q",
    "branch_id": "L1FIItkNwW0.",
    "timestamp": "2021-09-30T10:36:26.018+00:00",
    "state": "TERMINATED",
    "termination-reason": "HANGUP",
    "direction": "INCOMING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  }
]

Outbound Call Example

In this example, Setera OneCloud user ([email protected], +35894272XXXX) makes an outbound call to +35840940XXXX from Softphone application.


CRM Webhook connector will send 3 separate POSTS towards HTTPS address that has been configured to connector:


  • Sequence 1: Outgoing call
  • Sequence 2: Receiver answer the call (Confirmed)
  • Sequence 3: Call has been terminated


[{
    "seq_num": 1,
    "call_id": "lbDc8Xh8eqzweI1BOr8apg",
    "branch_id": "VrcWMeJVUDc.",
    "timestamp": "2021-09-30T12:04:23.242+00:00",
    "state": "EARLY",
    "direction": "OUTGOING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  },
  {
    "seq_num": 2,
    "call_id": "lbDc8Xh8eqzweI1BOr8apg",
    "branch_id": "VrcWMeJVUDc.",
    "timestamp": "2021-09-30T12:04:25.739+00:00",
    "state": "CONFIRMED",
    "direction": "OUTGOING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  },
  {
    "seq_num": 3,
    "call_id": "lbDc8Xh8eqzweI1BOr8apg",
    "branch_id": "VrcWMeJVUDc.",
    "timestamp": "2021-09-30T12:04:28.448+00:00",
    "state": "TERMINATED",
    "termination-reason": "HANGUP",
    "direction": "OUTGOING",
    "local_user_id": "[email protected]",
    "local_number": "+35894272XXXX",
    "device_type": "SOFT",
    "remote_number": "+35840940XXXX"
  }
]



Data Meaning


Data

Meaning

seq_num

Message number. It is used to track the unique message when multiple responses are sent for the same call.

call_id

Unique call identification

timestamp

The date and time for the outgoing call follow the UTC time zone.

state

The current state of the call. Possible values for this field are:

 "TRYING", " PROCEEDING", " EARLY", " CONFIRMED" or "TERMINATED".

termination-reason

The reason for termination. Possible values for this field are: 

"CANCELLED", "ANSWERED_ELSEWHERE", "HANGUP" or "REJECTED".

direction

The direction of the call. This is set to "OUTGOING" or "INCOMING".

local_email

Caller's email address.

local_user_id

Caller's user ID.

local_number

Caller's contact number.

device_type

The device from which the call is initiated or received. Possible values are these: 

"MOBILE", " SOFT", " DESKTOP", " FXS", " EXTERNAL_PBX", 

" FAX", " VOICEMAIL", " EXTERNAL", " MOBILE_EXT",

 " CONFERENCE", " QUEUE", " MOBILE_VOIP", "WEB".

remote_email

Callee's email address.

remote_user_id

Callee's user ID.

remote_number

Callee's contact number.


Settings to restrict sharing of user's personal data to a CRM system


You can configure (in System Admin Portal - Under Organization settings) how the user's (local and remote) personal information such as phone number, email, and user ID information are shared with a 3rd party CRM system while sending information for outgoing calls.


  1. Check Remove Local User-Id to remove user ID from the response information.
  2. You can choose to Modify Local Number. Choose Remove to remove the local caller's number or Mask to mask some digits in the local caller's number. You can specify Digits to mask value between 1 to 15 digits.
  3. Select Remove Local Email to remove the remote party's email address information.
  4. Select Remove Remote User-Id to remove the remote party's user ID.
  5. You can choose to Modify Remote Number. Choose Remove to remove the remote party's number or Mask to mask some digits in the remote party's number. You can specify Digits to mask value between 1 to 15 digits.
  6. Select Remove Remote Email to remove the remote party's email address information.
  7. Check Remove Device Type to remove device information.