We are integrating with Zoom Phone API to register all the calls the happened in Zoom in our platform, including not answered / missed calls.
We are using callQueues , so every time a user calls to the call queue number, we need to register the call.
We started using callee_ended event but that one is only triggered on completed calls. Then we look into callee_missed to handle missed calls, but it seems to be triggered for each person that is in the call queue. We only want to register the call once.
Our final solution was to use calee_ringing event. but with that there are some cases when no one in the call queue answers, that we don´t receive the event from Zoom.
Is there any other event we can use? Ideally, we should receive the callee_ended event always with a result, like we have for caller_ended, but that´s also not the case. We only receive that event for completed calls.
Is there any scenario, where we might not receive a callee_ringing event, even if every person in the call queue received the call (without answering?)
Hi @b.paz
Thanks for reaching out to us.
You should be receiving a callee_ringing event even if the call was not answered.
Have you been able to find a workaround to this issue you are having?
I had forgotten about this thread and was decided that this issue was not a blocker at the time, so we moved forward, but now we are back on the topic and it´s becoming more critical. We found out to have around 200 not answered calls in Zoom from last month, and we received the ringing event for maybe 10.
It seems when the call is not answered and the caller leaves a voicemail, in most cases we don´t receive the phone.callee_ringing event.
I was testing this myself with two phones, as a caller and operator, so I am sure the call ringed.
There are some rare cases, we don´t even receive the phone.call_history_completed_event. only the phone.voicemail_received.
I don´t know if it can be any configuration of the call queues or something like that. The webhooks are correctly configured in Zoom to send us those events and we don´t have any issue with answered calls.
I have some example call ids. Not sure how far I can share here or the level of investigation that can be done on Zoom side. I tried to create a support ticket, but they redirected me to here again.
Hi @b.paz
Thanks for reaching out back to us and happy to hear back from you
Allow me some time to do some testing on my end to see what the issue could be