In what scenarios would someone trigger an outbound call during am existing call?

API and Webhooks
1

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.

2

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.

3

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

4

Hi @elisa.zoom . Below are the events. I tried to partially redact the phone numbers

first payload seemed to be an inbound call to the agent:

{“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}

5

Thanks for sharing these payloads, while I look into this, another question, did the call get transferred?

6

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…