Call hangup

Warning

🚧 Limitations / Notes🚧

• Authentication on this endpoint works fundamentally different compared to the rest of the API.

• API clients do not work with the CTI endpoints unless explicitly stated by the client vendor!

• The CTI endpoints are relevant for PBX systems only.

Available attributes and sample data for hangup events

Attribute	Possible value	Description
event	hangup	Tell Zammad that somebody hung up the call.
from	e.g. 493055571600, 02214710334, anonymous	Number that initiated the call
to	e.g. 49221470334, 03023125771	Number that is being called
direction	in or out	The call direction - if your agent initiates a call this will be out
callId	e.g. 53ba82e2bd6d12d9fb2d3838f0cfb070, 5fb9532f40da834a, 123456789	An ID that is unique for the call. Zammad will use this ID to identify an existing call with following actions (e.g. like answering or hanging up) This ID must be unique per call session.
cause	Cause type Description normalClearing One of the parties hung up after the call was established. busy The called party was busy cancel The caller hung up before the called party picked up noAnswer The called party rejected the call (e.g. through a DND setting) congestion The called party could not be reached notFound The called number does not exist or called party is offline forwarded The call was forwarded to a different party	This defines the reason of the hangup. Zammad evaluates the cause and indicates e.g. missed calls accordingly in the caller log.
answeringNumber	e.g. 42, jdoe, jdoe@example.com, 3	Zammad will look up for a user with given value, the following attributes will be evaluated in given order: user.phone user.login user.id This value is optional.

There’s two options on how to POST the relevant data to Zammad.

Note

🤔 For your context

Below calls have been sent with the following configuration. This is important for you to understand the returns we’re showing here.

Outbound

• Destination caller ID 4989* set outbound caller ID 498999998145 with note “All from munich”

• Destination caller ID 4930* set outbound caller ID 493023125877 “All from Berlin”

Other settings

• Default caller ID for outbound calls 496990009111

JSON (recommended)form-data

POST-Request send: https://{FQDN-Zammad}/api/v1/cti/{instance specific token}

Outbound

Payload:

{
   "event": "hangup",
   "from": "493023125741",
   "to": "492214710334",
   "direction": "out",
   "callId": "f4ebd2be-7b9a-4d58-94c2-eb06a3c2ce76",
   "cause": "cancel"
}

Response:

{}

Sample curl command:

$ curl --request POST 'https://{FQDN-Zammad}/api/v1/cti/{instance specific token}' \
   --header 'Content-Type: application/json' \
   --data-raw '{
      "event": "hangup",
      "from": "493023125741",
      "to": "492214710334",
      "direction": "out",
      "callId": "f4ebd2be-7b9a-4d58-94c2-eb06a3c2ce76",
      "cause": "cancel"
   }'

Inbound

Payload:

{
   "event": "hangup",
   "from": "493023125741",
   "to": "492214710334",
   "direction": "in",
   "callId": "307fa962-de8d-4ffc-817b-7f6993204159",
   "answeringNumber": "emma@chrispresso.com",
   "cause": "normalClearing"
}

Response:

{}

Sample curl command:

$ curl --request POST 'https://{FQDN-Zammad}/api/v1/cti/{instance specific token}' \
   --header 'Content-Type: application/json' \
   --data-raw '{
      "event": "hangup",
      "from": "493023125741",
      "to": "492214710334",
      "direction": "in",
      "callId": "307fa962-de8d-4ffc-817b-7f6993204159",
      "answeringNumber": "emma@chrispresso.com",
      "cause": "normalClearing"
   }'