HTTP STATUS 404 on PUT pause. Can find no reason for the 404

API and Webhooks
1

https://api.zoom.us/v2/contact_center/engagements/{engagement_id}/recording/pause

The workflow:
We use
https://api.zoom.us/v2/contact_center/users?search_key={username}@
to get the user_id and that seems to always work.

We then use
https://api.zoom.us/v2/contact_center/users/{userid}/recordings?from={2 hours ago}&to={1 hour into the future}&page_size=300
to get their active recording (the recording with a duration of 0 and a recording_start_time is after the recording_end_time), this seems to always work.
Contact Center APIs - Zoom Developers

We then use
https://api.zoom.us/v2/contact_center/engagements/{engagement_id}/recording/{command} to pause or resume phone call recordings. This is the one where about 6 times an hours (a small percentage of the calls) we get a 404 when we PUT to this endpoint, and then when we check the logs, the engagement_id exists and the recording exists, but when we got the 404, the recording state didn’t change.
Contact Center APIs - Zoom Developers

Error example:
Voice Queue: Place Orders
Agent: Jaytyn.christensen
Found engagement_id by listing recordings for agent
PUT: https://api.zoom.us/v2/contact_center/engagements/oPNLSDAVRCS02ozbGByzdg/recording/pause
Response: {“code”:2906,“message”:“There are no any agents on the call.”}

How To Reproduce

  1. CSR takes a call
  2. When the CSR enters the Take Payment screen, our software attempts to pause the recording, resuming the recording when CSR exits the Take Payment screen.
  3. A percentage of the steps above will result in a 404 either on pause or on resume
2

Could there be a bug in Zoom Contact Center API that results in an HTTP STATUS of 404 when we reach the rate limit instead of the documented HTTP STATUS 429?

3

Can someone explain to me how listing an agent’s recordings can give me a recording and then respond that it can’t be paused because there is no agent assigned to it?
2025-03-06 09:41:30,776 DEBUG [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Looking up active voice engagement for userId -c7WicxMRamjTJpM9VnkLg using https://api.zoom.us/v2/contact_center/users/-c7WicxMRamjTJpM9VnkLg/recordings?from=2025-03-06T11:41:30Z&to=2025-03-06T17:41:30Z&page_size=300
2025-03-06 09:41:30,776 DEBUG [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] GET https://api.zoom.us/v2/contact_center/users/-c7WicxMRamjTJpM9VnkLg/recordings?from=2025-03-06T11:41:30Z&to=2025-03-06T17:41:30Z&page_size=300
2025-03-06 09:41:31,041 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Request made
2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Response Headers for https://api.zoom.us/v2/contact_center/users/-c7WicxMRamjTJpM9VnkLg/recordings?from=2025-03-06T11:41:30Z&to=2025-03-06T17:41:30Z&page_size=300
2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] :status: 200
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2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cache-control: no-cache, no-store, max-age=0, must-revalidate
2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cci-trace-id: WEB_3df52d1394ee5896a9d781e83688d5fd
2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cf-cache-status: DYNAMIC
2025-03-06 09:41:31,042 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cf-ray: 91c34d106fab08a7-LAX
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] content-security-policy: frame-ancestors https://*.zoom.us https://zoom.us
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] content-type: application/json
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] date: Thu, 06 Mar 2025 16:41:31 GMT
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] nel: {“success_fraction”:0.01,“report_to”:“cf-nel”,“max_age”:604800}
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] region: va
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] report-to: {“endpoints”:[{“url”:“https://a.nel.cloudflare.com/report/v4?s=nQb%2B6c5%2FZcnzj9uF96c09NpqOAY2jz2NINKzhXgYDcO4%2FsJgyCFTyssf7NFJNudtkbudjulydhTM6mTWr2hn%2FJepbEXblEbOTUD7gLegNOxlfJWsq06VB1vA4yJI”}],“group”:“cf-nel”,“max_age”:604800}
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] server: cloudflare
2025-03-06 09:41:31,043 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] set-cookie: __cf_bm=oj7.4jMq0lR_27c9a2WbbyjeSlR1LNo69ZaDYiSbvG4-1741279291-1.0.1.1-9BBczRhet9hSL7tm60HN0dNoRcsGY4IaL2DhzWg25McxAzbmWFRL1V8mWismnPx9rSEL2SDbSlAYDqv5x0CY2gjc5rrSHyaXPcLiTDQEhdM; path=/; expires=Thu, 06-Mar-25 17:11:31 GMT; domain=.us01cci.zoom.us; HttpOnly; Secure; SameSite=None
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2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Origin
2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Access-Control-Request-Method
2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Access-Control-Request-Headers
2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: accept-encoding
2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-cci-cluster: us01
2025-03-06 09:41:31,044 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-content-type-options: nosniff
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-ratelimit-category: Medium
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-xss-protection: 1; mode=block
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-cci-request-time: 1741279291028
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-cci-response-time: 1741279291136
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version: 2.7.0
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version-enable: 0
2025-03-06 09:41:31,045 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version-enforce: 0
2025-03-06 09:41:31,046 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-trackingid: WEB_3df52d1394ee5896a9d781e83688d5fd
2025-03-06 09:41:31,046 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Raw Recordings: {“next_page_token”:“”,“page_size”:300,“from”:“2025-03-06T11:41:30Z”,“to”:“2025-03-06T23:59:59Z”,“recordings”:[{“recording_id”:“pnuZhStdSmKEHxzG5TlB6A”,“engagement_id”:“09giT27SRlui3nIXHmAfBg”,“queue_id”:“ZWQ6016F1107AD69A0FC650F187BCC43255”,“cc_queue_id”:“jTGkdAnWTxmX-5vFhxVSjg”,“queue_name”:“Place Orders”,“recording_duration”:102,“recording_start_time”:“2025-03-06T15:33:15Z”,“recording_end_time”:“2025-03-06T15:34:57Z”,“user_id”:“-c7WicxMRamjTJpM9VnkLg”,“display_name”:“Danna redacted",“user_email”:"danna.redacted@redacted.com”,“recording_type”:“automatic”,“channel_type”:“voice”,“channel”:“voice”,“direction”:“inbound”,“download_url”:“https://www.zoom.us/v2/contact_center/recording/download/pnuZhStdSmKEHxzG5TlB6A?type=voice",“transcript_url”:“https://www.zoom.us/v2/contact_center/recording/transcripts/download/pnuZhStdSmKEHxzG5TlB6A?type=voice”,“playback_url”:“https://www.zoom.us/v2/contact_center/recording/playback/pnuZhStdSmKEHxzG5TlB6A?type=voice”,“owner_id”:“ZWQ6016F1107AD69A0FC650F187BCC43255”,“owner_name”:"Place Orders”,“owner_type”:“queue”,“flow_id”:“2JiFOCSVQZC23bP1A15gxw”,“flow_name”:“Main Customer Service Line”,“consumer_number”:“+redacted”,“consumers”:[{“consumer_number”:“+redacted”}]},{“recording_id”:“SesPOtZrQF6XYwth0cq6ow”,“engagement_id”:“BAegYDvzTxi6dNBukpkitg”,“queue_id”:“ZWQ21CC6A7441FBF700424526DD869B36EA”,“cc_queue_id”:“vV8obZ1LROWzYfEfXLKuUg”,“queue_name”:“Existing 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Orders/Questions”,“recording_duration”:392,“recording_start_time”:“2025-03-06T15:35:18Z”,“recording_end_time”:“2025-03-06T15:41:50Z”,“user_id”:“-c7WicxMRamjTJpM9VnkLg”,“display_name”:“Danna redacted",“user_email”:"danna.redacted@redacted.com”,“recording_type”:“automatic”,“channel_type”:“voice”,“channel”:“voice”,“direction”:“inbound”,“download_url”:“https://www.zoom.us/v2/contact_center/recording/download/INQ5IqOeR0ytHQQzT1Jqqw?type=voice",“transcript_url”:“https://www.zoom.us/v2/contact_center/recording/transcripts/download/INQ5IqOeR0ytHQQzT1Jqqw?type=voice”,“playback_url”:“https://www.zoom.us/v2/contact_center/recording/playback/INQ5IqOeR0ytHQQzT1Jqqw?type=voice”,“owner_id”:“ZWQ21CC6A7441FBF700424526DD869B36EA”,“owner_name”:"Existing Orders/Questions”,“owner_type”:“queue”,“flow_id”:“2JiFOCSVQZC23bP1A15gxw”,“flow_name”:“Main Customer Service 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redacted",“user_email”:"danna.redacted@redacted.com”,“recording_type”:“automatic”,“channel_type”:“voice”,“channel”:“voice”,“direction”:“inbound”,“download_url”:“https://www.zoom.us/v2/contact_center/recording/download/GTHBjSznRAGGDiacvFkpTQ?type=voice",“transcript_url”:“https://www.zoom.us/v2/contact_center/recording/transcripts/download/GTHBjSznRAGGDiacvFkpTQ?type=voice”,“playback_url”:“https://www.zoom.us/v2/contact_center/recording/playback/GTHBjSznRAGGDiacvFkpTQ?type=voice”,“owner_id”:“ZWQ21CC6A7441FBF700424526DD869B36EA”,“owner_name”:"Existing Orders/Questions”,“owner_type”:“queue”,“flow_id”:“2JiFOCSVQZC23bP1A15gxw”,“flow_name”:“Main Customer Service Line”,“consumer_number”:“+redacted”,“consumers”:[{“consumer_number”:“+redacted”}]},{“recording_id”:“ReZtiYG4TGS8PPjdFIL6eQ”,“engagement_id”:“za3iV99QSN-qPReAmz1bXg”,“queue_id”:“ZWQ21CC6A7441FBF700424526DD869B36EA”,“cc_queue_id”:“vV8obZ1LROWzYfEfXLKuUg”,“queue_name”:“Existing Orders/Questions”,“recording_duration”:234,“recording_start_time”:“2025-03-06T16:25:37Z”,“recording_end_time”:“2025-03-06T16:29:31Z”,“user_id”:“-c7WicxMRamjTJpM9VnkLg”,“display_name”:“Danna redacted",“user_email”:"danna.redacted@redacted.com”,“recording_type”:“automatic”,“channel_type”:“voice”,“channel”:“voice”,“direction”:“inbound”,“download_url”:“https://www.zoom.us/v2/contact_center/recording/download/ReZtiYG4TGS8PPjdFIL6eQ?type=voice",“transcript_url”:“https://www.zoom.us/v2/contact_center/recording/transcripts/download/ReZtiYG4TGS8PPjdFIL6eQ?type=voice”,“playback_url”:“https://www.zoom.us/v2/contact_center/recording/playback/ReZtiYG4TGS8PPjdFIL6eQ?type=voice”,“owner_id”:“ZWQ21CC6A7441FBF700424526DD869B36EA”,“owner_name”:"Existing Orders/Questions”,“owner_type”:“queue”,“flow_id”:“2JiFOCSVQZC23bP1A15gxw”,“flow_name”:“Main Customer Service Line”,“consumer_number”:“redacted”,“consumers”:[{“consumer_number”:“+redacted”}]}]}
2025-03-06 09:41:31,050 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Candidate: duration 0 start 2025-03-06T16:38:39Z[UTC] end 2025-03-06T16:38:28Z[UTC]
2025-03-06 09:41:31,051 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Call start local 2025-03-06T09:38:39-07:00[America/Denver] utc 2025-03-06T16:38:39Z[UTC] end local 2025-03-06T09:38:28-07:00[America/Denver] utc 2025-03-06T16:38:28Z[UTC] duration 0
2025-03-06 09:41:31,051 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] pause engangement kPlgc761RZKiP3GJZnDzoA
2025-03-06 09:41:31,051 DEBUG [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] PUT to https://api.zoom.us/v2/contact_center/engagements/kPlgc761RZKiP3GJZnDzoA/recording/pause
2025-03-06 09:41:31,471 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Request made
2025-03-06 09:41:31,471 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Response Headers for https://api.zoom.us/v2/contact_center/engagements/kPlgc761RZKiP3GJZnDzoA/recording/pause
2025-03-06 09:41:31,471 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] :status: 404
2025-03-06 09:41:31,471 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] access-control-expose-headers: x-zm-trackingid, x-zm-client-cci-version-enable, x-zm-client-cci-version, x-zm-client-cci-version-enforce, x-zm-cci-request-time, x-zm-cci-response-time
2025-03-06 09:41:31,471 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] alt-svc: h3=“:443”; ma=86400
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cache-control: no-cache, no-store, max-age=0, must-revalidate
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cci-trace-id: WEB_c5f8fb0075012d7a185dd276a6c5c5e0
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cf-cache-status: DYNAMIC
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] cf-ray: 91c34d1219da08a7-LAX
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] content-type: application/json
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] date: Thu, 06 Mar 2025 16:41:31 GMT
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] nel: {“success_fraction”:0.01,“report_to”:“cf-nel”,“max_age”:604800}
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] region: va
2025-03-06 09:41:31,472 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] report-to: {“endpoints”:[{“url”:“https://a.nel.cloudflare.com/report/v4?s=qJLNJT%2BmnQGxDGhnFBJwFUK3A2uxMFNJCWR2jVa9kcSd6%2FvYYH5r3iJnGHLS2H89BRbZJwz9%2BUs1vNu0z7uH09OARMkpv1CA629p66Bw26qwQ2saspJ3LOHnbSQ2”}],“group”:“cf-nel”,“max_age”:604800}
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] server: cloudflare
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] set-cookie: __cf_bm=cX2fU45WONcLYVIPWYLm5UNtoag5HAhJuB.d8eULvAA-1741279291-1.0.1.1-3YiBtINLLO4635bTzVUGXwnKgAxZApM_smcIqtal2FcXuwgmYPZCpP2KRpou45aNOXtexpxYeBLZ.W5sJ5bGIMTyn2DdS5nyezgJPX7lOmg; path=/; expires=Thu, 06-Mar-25 17:11:31 GMT; domain=.us01cci.zoom.us; HttpOnly; Secure; SameSite=None
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] set-cookie: __cf_bm=hc_Ams5QPWPYiDEMLYeS38bfr7TJs_mp8gbUL5W38KQ-1741279291-1.0.1.1-R0TWMfy70XTACX8er56ogQ7c5RX6zxViO.zBFtDKlClgW.XQS5.YpP1Xz5PwyPGokX_4A.7ElEok5xI1bMLQ9tdNSvdPQA68PATSCGDd3eo; path=/; expires=Thu, 06-Mar-25 17:11:31 GMT; domain=.zoom.us; HttpOnly; Secure; SameSite=None
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] strict-transport-security: max-age=31536000; includeSubDomains
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Origin
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Access-Control-Request-Method
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: Access-Control-Request-Headers
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] vary: accept-encoding
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-cci-cluster: us01
2025-03-06 09:41:31,473 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-content-type-options: nosniff
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-ratelimit-category: Light
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-xss-protection: 1; mode=block
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-cci-request-time: 1741279291504
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-cci-response-time: 1741279291562
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version: 2.7.0
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version-enable: 0
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-client-cci-version-enforce: 0
2025-03-06 09:41:31,474 TRACE [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] x-zm-trackingid: WEB_c5f8fb0075012d7a185dd276a6c5c5e0
2025-03-06 09:41:31,477 ERROR [com.rmatv.view.client.screens.order.ZoomPaymentCallRecording] Zoom CC API call recording pause error. pause Recording status 404. https://api.zoom.us/v2/contact_center/engagements/kPlgc761RZKiP3GJZnDzoA/recording/pause
Place Orders
{“code”:2906,“message”:“There are no any agents on the call.”}. Username: danna.redacted

4

I filed this as a Ticket with Zoom but then they closed it and said I have to come to the forum instead.

5

@elisa.zoom can you look at this?

6

Hey @robert.louis.murphy
Just saw this tag, I will take a look at this and will get back to you shortly

7

Any updates? What causes a search for recordings on an agent to return a recording but while that agent is still on that call, calling PUT pause causes 404 {“code”:2906,“message”:“There are no any agents on the call.”}

8

Hey Robert,
Would you please provide the request URL that you are sending when trying to pause he recording and the response that you get. I will also need the tracking ID located in the response headers. Just one example when you received that 404 please, not all your logs

9

PUT https://api.zoom.us/v2/contact_center/engagements/QlgNV3BVRJ6uc6JYSAm_Og/recording/pause

x-zm-trackingid: WEB_3f316a657a4f0019f226e21b76a2c6e0

response: {"code":2906,"message":"There are no any agents on the call."}
10

Thanks @robert.louis.murphy
I created an internal ticket about this issue ( ZSEE-160992 internal number for reference) I will get back to you when I have more information

11

Hey @robert.louis.murphy
This error is returned when the engagement you are querying is not active.
My team was able to track the request you send and they confirmed that the engagement was not active when you made the API call.

12

We have from 50 to 250 404s a day where if we look at the recording, it does not pause, but if we look at the logs for our app and look at the Zoom call logs, it shows that the request to pause was made when the call was active. You can hear the CSR talking to the customer, and then you hear them starting to take payment, at which point, they open the payment screen, which calls the pause, which returns 404. So the recording provides evidence that the API says the call is not active but the recording records a two way conversation. When is an engagment considered inactive while it is recording a two-way converstion?

13

Here’s an example:
engagment_id: DxwXVqSHQGSxCZLJ1uahlg.
Engagement Event: Agent unmute at 9:51 AM
PUT https://api.zoom.us/v2/contact_center/engagements/DxwXVqSHQGSxCZLJ1uahlg/recording/pause at 9:55 AM
x-zm-trackingid: WEB_27cfb9948e610bba7a415f3c5c3b0feb
response 404 {“code”:2906,“message”:“There are no any agents on the call.”} Consumer Hangup at 9:58
Listen to the recording: https://www.zoom.us/v2/contact_center/recording/download/Q8GkBCilSkKc0c7SzGK15w?type=voice
“recording_id”:“Q8GkBCilSkKc0c7SzGK15w”
“engagement_id”:“DxwXVqSHQGSxCZLJ1uahlg”

14

Ideally we would like an API endpoint where we PUT https://api.zoom.us/v2/contact_center/users/n_Ex6iXtTdulDvRG-_qjug/recordings/pause, who cares which engagement the user is on, pause the recording and don’t recording anything for that user until we call https://api.zoom.us/v2/contact_center/users/n_Ex6iXtTdulDvRG-_qjug/recordings/resume

15

BTW - For PCI compliance we delete recordings when the pausing doesn’t work. I’m putting together an example from yesterday, I’ll try and get them to not delete this particular example.

16

Out of the 118 erroneous 404s yesterday I’m building you a report for engagement_id i_dN5ekQSyqm9OR7Zhe2LQ. It seems like it would be fairly simple for Zoom to investigate this issue without my help but I will do the leg work if Zoom cannot.

17

2025-03-17 11:38:15 Engagement Event: Agent Callback Connected
2025-03-17 11:42:23 PUT to https://api.zoom.us/v2/contact_center/engagements/i_dN5ekQSyqm9OR7Zhe2LQ/recording/pause
x-zm-trackingid: WEB_61c8fcd400c312fd6f53e11f302098d6

2025-03-17 11:42:24 404 {“code”:2906,“message”:“There are no any agents on the call.”}

2025-03-17 11:43:36 Engagement Event: Agent Hangup

(Attachment client log for engagement id i_dN5ekQSyqm9OR7Zhe2LQ.txt is missing)

(Attachment GMT20250317-173815_ndFJXHY-QjGiLF_4cn9oZg_VoiceRecording.mp3 is missing)

18

@Elisa.Zoom would you be able to grant me permission to DM to send you the attachments?

19

Sure @robert.louis.murphy
I will send you a DM