Sharpen Q (Webhook Payload) – SharpenCX

Overview

This article covers the webhook functionality available within the Sharpen Q queue configuration. Webhooks configured here allow you to send real-time event data to an external URL when specific interaction statuses are triggered within a queue. This is useful for integrating Sharpen queue activity with external systems such as CRMs, analytics platforms, or custom workflows.

This article covers webhooks configured at the queue level only. For information about other webhook configurations within Sharpen, see the Webhooks article.

Configuration

Navigate to Admin > Configuration > Sharpen Q and select the queue you want to configure.
Scroll to the Webhooks section at the bottom of the queue settings page.
Enter the destination Webhook URL.
Use the status dropdown to select the interaction status that should trigger the webhook.
Toggle the webhook on or off as needed.
Click Save on the webhook entry to save it, then click Save at the bottom of the page to finalize the overall queue configuration.

Additional webhooks can be added to the same queue by repeating this process. Each webhook must be saved individually before saving the queue.

Payload Structure

Webhook payloads are delivered in JSON format. The status field reflects the interaction event that triggered the webhook and corresponds to the currentLocation abbreviations listed in the Status Reference table below. Some fields may be empty depending on the specific status and the current state of the interaction at the time the webhook fires.

Example payload — triggered when a call enters the queue (EQ):

{
    "queueCallManagerID": "90126229",
    "context": "con2512",
    "queueID": "21366",
    "status": "EQ",
    "username": "",
    "uKey": "",
    "externalCRMAccountID": "",
    "externalCaseID": "",
    "externalCRMID": "",
    "voicemailURL": "",
    "productType": ""
}

Status Reference

The table below lists all available statuses that can be selected when configuring a queue webhook. Statuses are displayed by their Full Name during configuration and appear as their currentLocation abbreviation in the webhook payload.

currentLocation	Full Name	Description	Position
`PL`	Parking Lot	All active unanswered calls	Pre-Answer
`CB`	Call Back	Call back interaction	Pre-Answer
`CP`	Call Parked	Loaded Sales Accelerator interaction	Pre-Answer
`AA`	Auto-Attendant	Call navigating IVR / Auto-Attendant	Pre-Answer
`PM`	Pending Message	Message waiting in queue	Pre-Answer
`PV`	Pending Voicemail	Voicemail waiting in queue	Pre-Answer
`VA`	VCX	Answered by VCX project	Pre-Answer
`AR`	Active Ring	Ringing destination	Agent Assigned
`PC`	Picked Up	Picked up by agent, but Place Call button has not been pressed	Agent Assigned
`AI`	Agent Initiated	Interaction added via click to call	Agent Assigned
`AN`	Answered Call	Call answered by an agent	Agent Assigned
`IM`	In Message	Message answered by an agent	Agent Assigned
`HD`	Hold Call	Interaction on hold	Agent Assigned
`AH`	Agent Hangup	Hangup initiated by agent or system	Hangup
`CH`	Client Hangup	Hangup initiated by remote party	Hangup
`WU`	Wrap Up	Wrap-up period following hangup	Agent Wrap Up
`WH`	Wrap Up Hold	Wrap-up period following remote hangup on a non-active (on-hold) interaction	Interaction Wrap Up
`CC`	Clear Call	Final end state of any interaction	Final Status

Sharpen Q (Admin) [internal Confluence reference, not migrated in this run]
Webhooks
Inbound Routes

This article is part of a series on Admin Configuration topics.

Click here to access additional articles and topics.

Overview

Configuration

Payload Structure

Status Reference

Related Articles