We are currently working on building a feature that automatically posts to Slack when a call comes into a call queue via ZoomPhone and nobody answers — i.e., a missed call. However, we are stuck due to a combination of issues with our current operational setup and limitations on the Zoom API side.
[Zoom-side Issues]
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We are using API keys from an application created in Zoom to automatically post missed calls to Slack.
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Because the number of missed call posts to Slack was quite high, we checked with the team on the floor and found that some calls that were actually answered are still being posted to Slack as missed calls.
[Issues with Internal Operations]
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A specific department has created multiple call queues, each with a designated internal representative.
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Because the designated representative for each call queue’s phone number may sometimes be unavailable, multiple call queues have been created with the same member composition.
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As a result, incoming calls during an active call are turned off (turning them on would result in an enormous number of busy-line notifications).
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This operational setup cannot be changed, and because incoming calls during an active call are disabled, calls that come in while a member is already on a call do not appear in the call history.
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To work around this, a few members who belong to other call queues are also added to the queues used by the relevant department, so that missed calls can be detected. (More than one member is assigned to cover for absences.)
Since the flow of ZoomPhone missed call → Slack notification needs to relay accurate data, we want to ensure that only genuinely missed calls are detected. Is there a way to accurately forward only true missed calls to Slack without changing the current internal operational setup?