How to detect unanswered outbound calls via Zoom Contact Center webhooks?

API and Webhooks
1

Hi everyone,

I’m working on an integration with Zoom Contact Center where I need to track the number of call attempts made to a contact — including calls that were not answered.

I’ve reviewed the webhook documentation for events such as contact_center.voice_engagement_started and contact_center.voice_engagement_ended, but I haven’t found a field that explicitly indicates the call outcome (e.g., no answer, busy, voicemail).

Questions:

  1. Is there a specific field in the engagement or ended webhook that shows whether a call was unanswered?

  2. If not, what’s the recommended way to determine if a call was attempted but not answered?

  3. Would the Engagements API include this information, or should we infer it from duration, agent assignment, or another field?

Any guidance or sample payloads from other developers would be greatly appreciated!

Thanks in advance,
Omar