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Best to way to find out where a caller is on IVR via webhook?
Tags: webhooks, ivr
Feb 3, 2023 at 9:17am   •   1 replies  •  0 likes
Chady Boutros

Hi there,

I need to find a way to either know what prompt a user is listening to on the IVR or where he is in the IVR system. What is the best way to use webhooks to figure this out, so I always know where they are in real time?

Thank you in advance,

Chady

1 Answer
answered on Feb 3, 2023 at 10:44am  

IVR is an extension so it has the extension id. You can compare the extensionId in the parties object to identify if the call is being made to the IVR or not. You can also subscribe for only IVR extension using the extensionId in the event filter.

eventFilters: [
    '/restapi/v1.0/account/~/extension/6224242xxxx/telephony/sessions',
    '/restapi/v1.0/account/~/extension/6235322xxxx/telephony/sessions'
  ],
...
//
{
  "uuid": "4124906327025488283",
  "timestamp": "2023-02-03T18:36:14.556Z",
  "subscriptionId": "xxxxx",
  "ownerId": "6228832xxxx",
  "body": {
    "sequence": 3,
    "sessionId": "75883371xxxx",
    "telephonySessionId": "...",
    "serverId": "10.14.123.119.TAM",
    "eventTime": "2023-02-03T18:36:14.516Z",
    "parties": [
      {
        "accountId": "80964xxxx",
        "extensionId": "6224242xxxx",
        "id": "...",
        "direction": "Inbound",
        "to": {
          "phoneNumber": "+1720386xxxx",
          "name": "IVR Menu 1001",
          "extensionId": "6224242xxxx"
        },
        "from": {
          "phoneNumber": "+1650224xxxx",
          "name": "WIRELESS CALLER"
        },
        ...
      }
    ],
    "origin": {
      "type": "Call"
    }
  }
}

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