Get a notification once the agent answers a call.

Hey Boris,
 
It sounds like this might be a good use case for triggers and webhooks. You can use the trigger to listen for new tickets via the voice channel, then notify a webhook which you can use to make a call to an external API.
 
Let me know if this works!

Hi Boris,
 
You'd need to have a backend service of some kind to ingest the API call from the webhook. If you want to have it self contained within a ZAF app, here's a basic example that should do what you're looking for:
 

client.on("app.registered", async () => {
  // Get ticket data
  const ticketData = await client.get("ticket");

  // Save new ticket status boolean and channel value to variables
  const ticketStatus = ticketData.ticket.isNew;
  const ticketChannel = ticketData.ticket.via.channel;

  // Check if ticket is new and if it is via the voice channel
  ticketStatus == false && ticketChannel == "voice"
      ? // Create the notification here
        console.log("This is a new ticket based on the voice channel!")
      : null;
});

 
This is just grabbing the ticket details via the client.get method then comparing the values and printing to console if it is successful. You can add some code in place of the console.log to create the notification type you need. I'd also suggest adding some error handling to catch any issues.
 
I hope this helps! Let me know if you have any questions. 
 
Tipene