What webhook event fires when an unanswered call is redirected to voicemail?

API and Webhooks
1

Hi,

We’re building a Contact Center integration and tracking call states via webhooks. We’re seeing an issue with the voicemail flow:

  1. We receive contact_center.task_reservation_created → we show the call as Ringing
  2. The agent doesn’t answer, and the caller is redirected to voicemail
  3. The caller records a voicemail and hangs up
  4. We receive contact_center.inbox_message_received → we show the Voicemail

The problem is that during step 2-3 (while the caller is recording the voicemail), our system still shows the call as Ringing because we haven’t received any event indicating that
the call was redirected to voicemail.

Questions:

  1. Is there a webhook event that fires when a call is redirected to voicemail (before the voicemail recording is complete)? For example, does contact_center.task_reservation_timeout
    fire at that point?
  2. If so, what’s the expected event sequence for an unanswered call that goes to voicemail? For example:
    - task_reservation_created → task_reservation_timeout → inbox_message_received?
  3. Does contact_center.engagement_consumer_ended reliably fire before inbox_message_received in voicemail scenarios?

We’d like to update the call state to something like “missed” or “pending” before the voicemail arrives, similar to how other telephony providers handle this. Any guidance on the
correct event to use for this transition would be appreciated.

Thanks!