Short description of the issue:

Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

Background / Context :
Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

• Turn the Balto application on when a call is engaged
• Begin recording and analyzing audio locally within Balto
• Turn Balto off when the call ends
• Capture call metadata such as RingCentral Call ID, Queue/Campaign, and Disposition
• Currently, the Engaged / Call Connected webhook payload does not include ANI, and call direction is not explicitly included. DNIS is available in some cases but is insufficient on its own.

Balto explored a gRPC-based alternative, but it is not viable for their use case because:

• They do not need audio streaming from RingCentral
• They require event reliability (webhooks are preferred)
• gRPC streams cannot be reliably recovered if the connection drops, introducing risk of lost events
As a result, enhancing the webhook payload remains the preferred and required solution.

Requested Enhancement :
Add the following fields to the Engaged / Call Connected webhook payload:

• ANI (Caller Phone Number)
• Call Direction (Inbound / Outbound)
These fields should be consistently included for all relevant call flows.

Priority Recommendation
High – Partner‑requested, customer‑blocking, and tied to revenue‑impacting integrations across a large shared customer base.