GET /contact_center/recordings returns results with no actual

API and Webhooks
1

Contact Center API “GET /contact_center/recordings” returns results although there is no actual recorded content. In addition, these returned results are not found in the web UI portal.

2

Hi @ereyes
Thanks for reaching out to us!
Could you pleas share with me the response body you are getting so I can take a closer look to this issue?

3

Hi @elisa.zoom - Thanks for your reply! Please find example response below. I redacted some of the returned data containing personally identifiable content. Regards,
Ed

{'next_page_token': '', 'page_size': 300, 'from': '2024-06-23T00:00:00Z', 'to': '2024-07-23T23:59:59Z', 'recordings': [{'recording_id': 'I-QvrLCkRLeuIq_aFeMkEA', 'engagement_id': 'T_FBMipmRkqX_cXHMWOfkg', 'queue_id': 'ZWQ0BCC2DC6101C78AF378686ADC9E2E628', 'cc_queue_id': '8hz804wmSNi4iu-dSJ4X-g', 'queue_name': '', 'recording_duration': 0, 'recording_start_time': '2024-07-19T21:39:31Z', 'recording_end_time': '2024-07-19T21:39:31Z', 'user_id': 'm7S8XIEiQmiCAcduxQoufw', 'display_name': '', 'user_email': '', 'recording_type': 'automatic', 'channel_type': 'voice', 'channel': 'voice', 'direction': 'outbound', 'download_url': 'https://www.zoom.us/v2/contact_center/recording/download/I-QvrLCkRLeuIq_aFeMkEA?type=voice', 'transcript_url': 'https://www.zoom.us/v2/contact_center/recording/transcripts/download/I-QvrLCkRLeuIq_aFeMkEA?type=voice', 'playback_url': 'https://www.zoom.us/v2/contact_center/recording/playback/I-QvrLCkRLeuIq_aFeMkEA?type=voice', 'owner_id': 'ZWQ0BCC2DC6101C78AF378686ADC9E2E628', 'owner_name': '', 'owner_type': 'queue', 'flow_id': 'nWmD9XuQT7SyJr-Yk7XTlw', 'flow_name': '', 'consumer_number': '', 'consumers': [{'consumer_number': ''}]}]}
4

Hi @ereyes
Thanks for sharing your findings with me
It looks like the duration of the recording_duration is = 0
This could be the reason why you can not find any recordings in the UI. Could you please try again with a recording longer than 1. minute please

5

Hi Elisa,

Thanks for the update.

Please note that this behavior only occurs with some calls. Most responses where there isn’t a recording for an engagement return this → {‘code’: 2805, ‘message’: ‘Engagement recordings does not exist or you do not have the corresponding operation authority: q4_iQVk_RDG_hx7eQlBTrw.’} I’m a bit unclear as to why some responses return differently when there is no recorded data.

Any ideas?

Best,

Ed

6

I see @ereyes
Let me send you a DM to get more details about this issue
Please follow up there
Cheer,
Elisa