API Timing Issue

PeteB · December 29, 2025, 3:40pm

This appears to be a timing issue. This has been in place since 04-10-2025 and has always worked as expected until recently. You can see the returns below using the same parameters.

Endpoint: /contact_center/variable_logs

At time of contact,

{

"next_page_token": "",

"page_size": 100,

"total_records": 3,

"from": "2025-12-23T19:43:26Z",

"to": "2025-12-23T19:48:26Z",

"variable_logs": \[

    {

        "variable_log_id": "746d69f0-6369-4b4a-b80e-44d53023a27f",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "SpiceXFixedVarSet",

        "variable_name": "widgetid",

        "variable_value": "$processReader1743518623381",

        "group_type": "custom",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "2c172b97-2d9d-487d-9e5d-fb1503891c96",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "tenantBrandScript",

        "variable_name": "value",

        "variable_value": "null",

        "group_type": "system",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "0c01ebee-dab8-4007-b34c-303486c79381",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "CheckVultCLID",

        "variable_name": "DNIS",

        "variable_value": "+12532366104",

        "group_type": "system",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:20Z"

    }

\]

}

After contact is complete,

{

"next_page_token": "",

"page_size": 100,

"total_records": 7,

"from": "2025-12-23T19:43:26Z",

"to": "2025-12-23T19:48:26Z",

"variable_logs": \[

    {

        "variable_log_id": "47d10347-1caa-4799-bb66-d5ac0f319b99",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "SpiceXFixedVarSet",

        "variable_name": "newuser",

        "variable_value": "true",

        "group_type": "custom",

        "data_type": "boolean",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "746d69f0-6369-4b4a-b80e-44d53023a27f",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "SpiceXFixedVarSet",

        "variable_name": "widgetid",

        "variable_value": "$processReader1743518623381",

        "group_type": "custom",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "bb4754c0-f25e-4a94-ae57-b65e6ee6b4f3",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "SpiceXFixedVarSet",

        "variable_name": "viewid",

        "variable_value": "5",

        "group_type": "custom",

        "data_type": "number",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "2c172b97-2d9d-487d-9e5d-fb1503891c96",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "tenantBrandScript",

        "variable_name": "value",

        "variable_value": "null",

        "group_type": "system",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "eddb3fd2-f5b1-48cd-b975-1b1501a85a65",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "tenantBrandScript",

        "variable_name": "brand",

        "variable_value": "1",

        "group_type": "custom",

        "data_type": "number",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "a9140973-b4b4-4bfc-bc41-733e976a86d9",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "tenantBrandScript",

        "variable_name": "tenant",

        "variable_value": "10",

        "group_type": "custom",

        "data_type": "number",

        "created_at": "2025-12-23T19:48:21Z"

    },

    {

        "variable_log_id": "0c01ebee-dab8-4007-b34c-303486c79381",

        "engagement_id": "XHWp5ZszSzmhSiYkTrbL2w",

        "flow_id": "jwaqUtcTSU-lT6d1j9cQXg",

        "flow_name": "Inbound Sales",

        "widget_name": "CheckVultCLID",

        "variable_name": "DNIS",

        "variable_value": "+12532366104",

        "group_type": "system",

        "data_type": "string",

        "created_at": "2025-12-23T19:48:20Z"

    }

\]

}

All variables should be returned when first querying this end point.

PeteB · December 29, 2025, 4:29pm

Specific custom variables missing from initial call but returned in post contact completion call are viewid, brand, & tenant

Log:

09:26:53 :: Logging initialized for Zoom Embedded Agent

09:27:21 :: [Zoom EVENT]
{ “type”: “zcc-init-config-request” }

09:27:21 :: [Zoom EVENT]
{ “type”: “zcc-resize”, “data”: { “widthInPixels”: 648, “heightInPixels”: 700 } }

09:27:23 :: [Zoom EVENT]
{ “type”: “zcc-contact-search-event”, “data”: { “query”: “+13303320990” } }

09:27:23 :: [Zoom EVENT]
{ “type”: “zcc-resize”, “data”: { “widthInPixels”: 840, “heightInPixels”: 700 } }

09:58:18 :: [Zoom EVENT]
{ “type”: “zcc-call-ringing”, “data”: { “channel”: “voice”, “createTs”: 1766159898390, “engagementId”: “wt7i2m9PQDu_8_Ad687oyA”, “from”: “+13373194103”, “isConference”: false, “isTransfer”: false, “queueName”: “Defaullt”, “to”: “+13156145906” } }

09:58:18 :: [Zoom EVENT]
{ “type”: “zcc-incomingPhone-request”, “data”: { “incomingPhoneNumber”: “+13373194103”, “engagementId”: “wt7i2m9PQDu_8_Ad687oyA” } }

09:58:19 :: [Zoom Screen Pop Error]

Error: tenant is missing.

09:58:44 :: [Zoom EVENT]
{ “type”: “zcc-contact-search-event”, “data”: { “query”: “+13303320990” } }

10:06:04 :: [Zoom EVENT]
{ “type”: “zcc-call-ringing”, “data”: { “channel”: “voice”, “createTs”: 1766160364973, “engagementId”: “5Qqlq8i1RimZHXSqJrGmTg”, “from”: “+15409820459”, “isConference”: false, “isTransfer”: false, “queueName”: “Defaullt”, “to”: “+13156145906” } }

10:06:04 :: [Zoom EVENT]
{ “type”: “zcc-incomingPhone-request”, “data”: { “incomingPhoneNumber”: “+15409820459”, “engagementId”: “5Qqlq8i1RimZHXSqJrGmTg” } }

10:06:05 :: [Zoom Screen Pop]

{ “ani”: “5409820459”, “dnis”: “3156145906”, “brand”: “8”, “tenant”: “1” }

10:06:13 :: [Zoom EVENT]
{ “type”: “zcc-call-connected”, “data”: { “direction”: “inbound”, “acceptTs”: 1766160373989, “engagementId”: “5Qqlq8i1RimZHXSqJrGmTg”, “from”: “+15409820459”, “to”: “+13156145906”, “queueName”: “Defaullt”, “queueId”: “r5t2kNiGSaapNW1kiEUqFw” } }

PeteB · December 29, 2025, 4:35pm

Original Zoom support ticket:

URL:support.zoom.com/hc/en/request?id=csm_ticket&table=sn_customerservice_case&sys_id=67f00bf24731f650116b3e2fe16d437b

gianni.zoom · December 30, 2025, 3:58pm

Hi @PeteB ,

Do you know the date where you started getting a different response? What did support say to you? I cannot open this link. Can you please provide the zm-tracking-id from the response headers from both API calls please?

PeteB · December 30, 2025, 5:24pm

It started on/around Dec 17th .

Your request (TS2159229) has been updated. Reply to this email or follow the link above.

2025-12-22 13:55:06 PST - Chris Rose^{Additional comments}

Hello,

Our Technical Support team assists with product-level defects. We have confirmed this issue is configuration-related and not within the scope of your account’s Developer Support Plan, as such this case will be closed.

For help with developer configuration issues, custom solutions, custom integrations, or feature requests, please visit our Developer Forum where Zoom Developers and community members are available to assist you.

If you are interested in additional developer support options for your account, such as live developer consultations, please visit for more information on our Developer Support tiers.

Thank you,
Zoom Support

2025-12-22 13:19:13 PST - Jayson Garin^{Additional comments}

Hi Mark,

Following up on this case. Upon further review of this case, I will be referring this case to our integrations team.

Please let us know if you have any questions or concerns.

Best Regards,

Jayson

2025-12-22 12:02:16 PST - Mark Entenman^{Additional comment s}

Hi Jason - I am not a tech expert, however, the original name on this ticket may no longer be accurate. It’s possible that the data that may be missing is “tenant” and “brand” based on logs provided by the SpiceX team. But I defer to them for that info.

From: Zoom Customer Care

…

2025-12-22 11:33:18 PST - Jayson Garin^{Additional commen ts}

Hi Mark,

Thank you for contacting Zoom Support, my name is Jayson from tier 2 phone support.

I understand that you’re having issues with Caller ID (ANI) data not being delivered to SpiceX CRM platform in real time. I’ll be glad to assist you with this.

Please allow me to review this case and I will get back to you with my findings.

Please let me know if you have any questions or concerns.

Best Regards,

Jayson

2025-12-22 11:20:13 PST - Mark Entenman^{Additional comme nts}

Zoom Engagement IDs for transactions delivered to CRM/SpiceXwith errors

Zoom Engagement ID found:
ZkDuLmZ9Rmu3GKL35WE5fw
- YcHB5WGeS2azJEbmMRCu5g
- tjo5weduQ2OJ-HpG6mnDug
- Zoom engagement ID = 8lVvB6fiRvOTaAMpqoRoew

Your request (TS2159229) has been updated. Reply to this email or follow the link above.

2025-12-22 06:38:40 PST - Mikaela Marie Martirez (C)^{Additional comm ents}

Hi Mark!

We sincerely apologize for the inconvenience that this issue has caused you and for the delayed response to your email.

Regarding your issue, we are now to transfer you to our next level of support for further assistance. We only ask for your patience and understanding as one of our team will be reaching out to you to fully assist you. We hope you understand and thank you!

If you have any other concerns or questions in the future, please don’t hesitate to contact us. For immediate assistance, you can also access our Self-Service Help Center athttps://support.zoom.us. Thank you for choosing Zoom!

Best regards,
Mikaela
Zoom Technical Support | AMER | 10:00 PM to 7:00 AM EST

2025-12-19 12:03:07 PST - Mark Entenman^{Additional com ments}

From ZOOM support

Thank you for the update! As per checking our end, can you please check the following;

Verify your webhook subscriptions are properly configured
Check if SpiceX CRM supports webhook consumption or if you need a middleware
Test with a simple webhook listener to confirm Zoom is sending the data
Contact SpiceX support to understand their expected data format

We also do recommend reaching out to our Zoom Develoepr Forum, as this falls under their scope;h

…

2025-12-19 11:58:52 PST - Mikaela Marie Martirez (C)^{Additional co mments}

Hi Mark!

Thank you for the update! As per checking our end, can you please check the following;

Verify your webhook subscriptions are properly configured
Check if SpiceX CRM supports webhook consumption or if you need a middleware
Test with a simple webhook listener to confirm Zoom is sending the data
Contact SpiceX support to understand their expected data format

We also do recommend reaching out to our Zoom Develoepr Forum, as this falls under their scope

If you have any other concerns or questions in the future, please don’t hesitate to contact us. For immediate assistance, you can also access our Self-Service Help Center athttps://support.zoom.us. Thank you for choosing Zoom!

Best regards,
Mikaela
Zoom Technical Support | AMER | 10:00 PM to 7:00 AM EST

2025-12-19 10:22:06 PST - Mark Entenman^{Additional c omments}

Good afternoon,

After looking over the SpiceX CRM API logs we believe the Brand and Tenant are not being passed to us.

10:13:01 :: [Zoom Screen Pop Error]
Error: brand is missing.
10:10:12 :: [Zoom Screen Pop Error]
Error: tenant is missing.

I have asked Dev to look more into this, but can you please add this to the existing Zoom Support ticket.

Thank you,

From: Zoom Customer Care

…

2025-12-17 12:26:20 PST - Mikaela Marie Martirez (C)^{Additional comments}

Hello Mark,

Thank you for contacting Zoom Support! My name is Mikaela and I will be assisting you!

I understand that you’re having issues with the Caller ID not popping up or not being delivered to the SpiceX CRM. I’ll be glad to assist you with this.

Please do the following checks so we can isolate the issue;

Verify Integration Status
- Navigate to Zoom Contact Center admin portal
- Check CRM integration settings
- Confirm OAuth connection is active
Agent Configuration
- Ensure all agents are added to the call center
- Verify agent profiles have proper CRM access
- Check screen pop settings in agent preferences
Data Flow Validation
- Test with a known contact in CRM
- Monitor what data is being sent from Zoom to CRM
- Check CRM logs for incoming data requests
Flow Configuration
- Review Contact Center flow setup
- Verify data collection points in the flow
- Ensure engagement data is being captured correctly

If you have any other concerns or questions in the future, please don’t hesitate to contact us. For immediate assistance, you can also access our Self-Service Help Center at

Thank you for choosing Zoom!

Best regards,
Mikaela
Zoom Technical Support | AMER | 10:00 PM to 7:00 AM EST

JesusFlores · December 30, 2025, 6:14pm

Hi @gianni.zoom ,

One of our customers is experiencing the same issue. They reported it on 12/29.

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API Timing Issue

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