Skip to main content

Webhook CRM Integration

Overview​

Connect any REST API to Cisco CallManager using Call Telemetry's policy engine. When a call arrives, Call Telemetry sends a webhook to your API endpoint — you can use the response to display the caller's name on Cisco IP Phones, or simply publish call data to external systems for logging, ticketing, or analytics.

Common use cases:

  • Caller ID resolution — Look up a name from your CRM and display it on the phone
  • Call logging — POST call data to Salesforce, ServiceNow, or a ticketing system
  • Screen pops — Trigger a browser popup or desktop notification on incoming calls
  • Custom workflows — Route calls or trigger automations based on API response data

This guide uses the Star Wars API as a demonstration endpoint. The same steps apply to any REST/JSON API — Salesforce, ServiceNow, HubSpot, or your own internal systems.

Requirements​

Step 1: Create a Call Policy​

  1. Navigate to Policies
  2. Click Add Policy
  3. Name it (e.g., "CRM Policy")

Step 2: Create a Policy Rule​

  1. Select your new policy
  2. Click Add Rule
  3. Define a trigger pattern using Regular Expressions (e.g., .* to match all calls)

Policy showing registered

tip

You can apply the policy to a translation pattern, route pattern, or phone extension. The policy triggers on all calls that match the rule pattern.

See the Call Policy Design Guide for architecture details.

Step 3: Create a Webhook App​

  1. Navigate to Realtime Policies → Apps
  2. Click Add → Select Webhook under the Realtime tab

Creating a Webhook App

  1. Configure the webhook:
    • Name: Descriptive name (e.g., "CRM Caller ID Lookup")
    • Description: Brief description of the integration
    • URL: Your API endpoint URL. Use {event.calling_number} as a template variable. For this demo: https://swapi.dev/api/people/{event.calling_number}/
    • HTTP Method: Select GET

Step 4: Associate the Webhook with Your Rule​

  1. Navigate to Policies and select your CRM rule
  2. Open the rule and click Associate App
  3. Select your Webhook App

Webhook request associated with a rule

Step 5: Test the Integration​

  1. Navigate to Policies → Call Test
  2. Enter a test calling number that maps to your CRM data (e.g., 1 for the demo API)
  3. Run the test
  4. Check app_data.webhooks.data in the results for your API response

Call Test results from API

Step 6: Map the Caller Name​

  1. Open your rule configuration
  2. Use {app_data.webhook.data.name} in the Calling Party Name modifier to display the resolved name

Rule modifiers showing webhook data reference

Step 7: Verify End-to-End​

  1. Run another call test
  2. Check the raw CURRI API response — the calling_name field should contain the resolved name
  3. This is the payload Cisco CallManager uses to display the name on Cisco IP Phones

CURRI response showing resolved name

Last updated on by Call Telemetry