We have an app that handles webhook events from an agent using the zoom phone. We get an event phone.callee_answered which signifies an inbound call start for the agent. During the call, we get a random phone.caller_connected outbound call event that seems unexpected. What scenarios could be causing this?
what can I look at to diagnose this problem? I have both payloads. Just didn’t want to post it here in full since it has phone numbers.
Hi @mcbalto
Thanks for reaching out to us!
It seems that this might be expected if you are listening to both callee and caller events.
I will run a couple of tests on my end and will get back to you with an update.
I am not able to replicate this on my end @mcbalto
Would you be able to share two payloads from when the issue occurs on your side?
I was also thinking that this could be because both webhooks are enabled and both the caller and the callee belong to the same account, so the both events are firing
Hi @elisa.zoom . Below are the events. I tried to partially redact the phone numbers
{“event”:“phone.callee_answered”,“payload”:{“account_id”:“MvDtKKBIQiqBDvuGE3Vx6Q”,“object”:{“call_id”:“7542533063729325065”,“caller”:{“name”:“WIRELESS CALLER”,“extension_type”:“pstn”,“extension_number”:19063601111,“phone_number”:“+19063601111”,“connection_type”:“pstn_off_net”},“callee”:{“name”:“Georgia Blackburn”,“extension_id”:“Mu8JZjhvR5aj2Jpjgmyu4g”,“extension_type”:“user”,“user_id”:“cs-PEz-tTm-K2XJDGPAgPg”,“timezone”:“America/New_York”,“extension_number”:1137,“phone_number”:“+12489191111”,“device_id”:“801eb2b78c553c4c1c43a273f69ed778c5c7cbfabcb9ba33e1005e2bab30d8ba”,“device_type”:“Windows_Client(6.5.9.11873)”,“device_name”:“APR-AAD-1047”,“connection_type”:“voip”},“forwarded_by”:{“name”:“DID Row 2”,“extension_type”:“callQueue”,“extension_number”:“10005”},“redirect_forwarded_by”:{},“ringing_start_time”:“2025-08-25T14:40:51Z”,“answer_start_time”:“2025-08-25T14:40:52Z”}},“event_ts”:1756132852782}
during the first call we got this event which seemed to say the agent made an outbound call:
{“event”:“phone.caller_connected”,“payload”:{“account_id”:“MvDtKKBIQiqBDvuGE3Vx6Q”,“object”:{“call_id”:“068ac759227b10d97ef”,“caller”:{“name”:“Georgia Blackburn”,“extension_id”:“Mu8JZjhvR5aj2Jpjgmyu4g”,“extension_type”:“user”,“user_id”:“cs-PEz-tTm-K2XJDGPAgPg”,“timezone”:“America/New_York”,“extension_number”:1137,“phone_number”:“+12489193333”,“device_id”:“801eb2b78c553c4c1c43a273f69ed778c5c7cbfabcb9ba33e1005e2bab30d8ba”,“device_type”:“Windows_Client(6.5.9.11873)”,“device_name”:“APR-AAD-1047”,“connection_type”:“voip”},“callee”:{“extension_type”:“pstn”,“extension_number”:18434654444"phone_number":“+18434654444”,“connection_type”:“pstn_off_net”},“ringing_start_time”:“2025-08-25T14:39:14Z”,“connected_start_time”:“2025-08-25T14:39:18Z”}},“event_ts”:1756132758832}
Thanks for sharing these payloads, while I look into this, another question, did the call get transferred?
No I don’t believe so. We have recordings of “both” calls and they seem to be the same call. I put quotes in “both” because we started a new recording when we got both events that I listed.
Is there a way to see in zoom for this call what caused various events to fire? I think that would illuminate a lot. I wonder if it’s a bug with zoom phone…
Interesting, @mcbalto
I will follow up with our Engineering team and will get back to you with an update
( ZSEE-178597 internal ticket number for reference)
Hi @mcbalto
Thanks for your patience here! I just got an update from our Engineering team, and they shared that both examples you sent, are 2 separate webhooks for different call IDs, and there was some delay delivering the phone.caller_connected for call id 068ac759227b10d97ef.
We tried 1 time to deliver the caller_connected webhook but we were not successful due to some network failure, so we re-tried again after some time and it got delivered, and it happened to be very close to when you received the other one, making it confusing
I hope this clears up this issue
Oh interesting. I see it now in the timestamps. I guess maybe I should ignore out of order events…
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