Audio calls that convert to video calls do not appear in call history API or meeting API

API and Webhooks
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1

When pulling reports down for a call queue, if the call is switched from audio to video, the video activity does not appear in the report.

Steps to reproduce:

Create call queue and assign user 1

Call queue from user2, answer with user1, leave on audio for ~30s

Switch to video, run video for ~60s

Hang up

Pull up call history or meetings for the users and call queues involved and they only report 30s of activity. No secondary call or meeting details found. Call queue statistics also do not appear to factor in the video duration into average call length.

API end points: users/xyz/call_history, users/xyz/meetings

2

Based on the docs, GET /phone/call_history is scoped to Zoom Phone call logs, while ended meetings are discovered through a separate List past meeting instances flow. Zoom’s user docs also say you can start a Zoom meeting with the other person on the call. What I can’t find is any doc stating that this phone-to-meeting escalation will backfill the video segment into the original phone record or guarantee a second record under /users/{userId}/meetings, so this looks more like undocumented current behavior than a bad API query.

One useful check is to run a single controlled escalation, note the exact start and end timestamps, then compare the phone record against past meeting instances for the same users and window. If only the phone leg exists, then this is likely less of a bug and more of a product behavior question and ask Zoom whether queue-level call history reporting is expected to include post-escalation video time or emit a separate meeting object.

Alternatively, you could use Recall.ai’s Meeting Bot API to reliably capture data once the interaction has moved into a Zoom meeting to ensure that you capture the meeting in its entirety.

3

Thanks for replying. I did setup a controlled test with a new queue and users with no history so I could confirm my findings. Unfortunately installing an AI third party tool to fix a hole in the Zoom API is not something I really want to try and push through our legal and compliance.