Call hangup

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.

Example:

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

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"
   }'