Delayed webhook events

API and Webhooks
1

Hi, we are noticing that zoom phone webhook events are coming in very delayed. in the below example it seemed to have come in 5 minutes late. The payload phone number and names are redacted. It came into our system at 2025-10-03T15:05:01.838024+00:00 but according to the payload the event happened at 2025-10-03T14:59:59Z.

Is it possible to confirm on zoom side this is what happened? If so, is there anything we can do about it?


{"event":"phone.caller_connected","payload":{"account_id":"MvDtKKBIQiqBDvuGE3Vx6Q","object":{"call_id":"068dfe4d827b319ffbc","caller":{"name":"redacted","extension_id":"L2iwaHU8SByLcamq2vZq3Q","extension_type":"user","user_id":"YVsC43EpSk6dyFUbzDGQuA","timezone":"America/New_York","extension_number":1122,"phone_number":"+12489701111","device_id":"a3e7343395a2e4437754a655beab5807a35ef4339e25679d544a81e37f1e47da","device_type":"Windows_Client(6.6.1.15968)","device_name":"APR-FRMG-6003","connection_type":"voip"},"callee":{"extension_type":"pstn","extension_number":12485089817,"phone_number":"+12485082222","connection_type":"pstn_off_net"},"ringing_start_time":"2025-10-03T14:59:36Z","connected_start_time":"2025-10-03T14:59:59Z"}},"event_ts":1759503599540}
2

hi @elisa.zoom is there a way we can get this looked at? thanks

3

Hi @mcbalto
Thanks for reaching out to us and sorry to hear you are having issues receiving events.
Our logs only go back 7 days, do you happen to have a more recent event so I can escalate this with our Engineering team please

4

@elisa.zoom this one came in 5 mins later than it should. the event time here is 10:19:40am CST but it hit our system at 10:24:47

{“event”:“phone.caller_ended”,“payload”:{“account_id”:“MvDtKKBIQiqBDvuGE3Vx6Q”,“object”:{“call_id”:“068f652f927b0073d7f”,“caller”:{“name”:“Jack A”,“extension_id”:“KSDDDNkCQ9upBVnRcinrvQ”,“extension_type”:“user”,“user_id”:“P0NBfvZzRqSNhAW1y1CQEw”,“timezone”:“America/New_York”,“extension_number”:1153,“phone_number”:“+1248*******”,“device_id”:“c657662a571b19ae21e5d73faf6edba56f4d1cca582a3b35d7fbec8c9878679f”,“device_type”:“Windows_Client(6.5.12.14128)”,“device_name”:“APR-AAD-1026”,“connection_type”:“voip”},“callee”:{“extension_type”:“pstn”,“extension_number”:14047322130,“phone_number”:“+1404*******”,“connection_type”:“pstn_off_net”},“ringing_start_time”:“2025-10-20T15:19:21Z”,“call_end_time”:“2025-10-20T15:19:39Z”,“connected_start_time”:“2025-10-20T15:19:35Z”,“handup_result”:“Call connected”}},“event_ts”:1760973580195}

5

Thanks for sharing this. I will get back to you with an update soon @mcbalto ( ZSEE-183902 internal ticket number just for reference)

6

thanks for sharing this information

7

hi @elisa.zoom , any updates on this? thanks

8

Hi @mcbalto
Thanks for your patience here!
I do have an update for you, our Engineering team confirmed the following:

We sent the webhook first time at 2025-10-20 15:19:39 but the webhook was not successfully sent and we recevied the status is -7 meaning usually caused by network jitter.

This most likely happens at customer’s side. So we sent it again after 5 mins according to our re-try policy. This time the event was succesfully delivered

9

Are there any indications like error messages or status codes that zoom received when attempting to send the payload? we don’t have any issues with webhooks in other systems @elisa.zoom

10

Hi @mcbalto
Yes, as I mentioned, our Engineering team said they recevied a -7 status which is caused by a network jitter.
We recently introduced this endpoint: Get webhook logs

You should be able to audit your logs using this endpoint