Event Webhook

When a new call enters a queue, there is an abandoned call, or a call is ended, an HTTP post request can be sent to a URL. This can be used to trigger Power Automate to perform an action.

Specific data is also included in the HTTP post:

New Queue Call

  • EventName

  • ScenarioId

  • CallStartDateTime

  • RemotePartyName

  • RemotePartyUri

  • RemotePartyNumber

  • RemotePartyId

  • QueueDisplayName

  • CallsInQueue

  • NumberOfAvailableAgents

Abandoned Call

  • EventName

  • ScenarioId

  • QueueDisplayName

  • RemotePartyName

  • RemotePartyUri

  • RemotePartyNumber

  • RemotePartyId

  • CallStartDateTime

  • CallEndDateTime

  • CallLength

  • CallbackRequested

  • VoicemailRequested

End Call

  • EventName

  • ScenarioId

  • QueueDisplayName

  • RemotePartyName

  • RemotePartyUri

  • RemotePartyNumber

  • RemotePartyId

  • CallStartDateTime

  • CallEndDateTime

  • CallLength

  • AgentUPN

  • TalkTime

  • WaitTime

  • CallbackRequested

  • VoicemailRequested

  • TimedOut

  • Abandoned

  • ServiceLevelAchieved

Create a trigger in Power Automate:

New blank Automated cloud flow | Skip Wizard (Do not specify a trigger in the wizard) | Search and select "When a HTTP request is received"

Open a new browser tab | Contact Center Administration | Queues/Teams | Queue Actions | Edit | Integrations | Copy JSON Schema for desired webhook | Paste the JSON Schema into the "Request Body JSON Schema" field in your Flow.

Create your action | save

Expand the "When a HTTP request is received" trigger | Copy the HTTP post URL | Paste the HTTP post URL in the desired Webhook URL field in the contact center queue Integration tab.

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