Inconsistent directions for events of the same call

Phone
1

Hello,

According to the webhook events documentation, the direction property specifies the Direction of the call which presumably should be consistent across phone.recording_completed and phone.callee_call_log_completed for the same call.
In some cases, we notice inconsistent direction values for the same call.
Below is an example of this inconsistency in webhook requests for the same call (7178968308336916650).

**phone.callee_call_log_completed with direction inbound**
       {
            "applicationId": "***************",
            "monitorTime": 1671483884252,
            "traceId": "PBX_SERVER_7178968308336916650",
            "accountId": "***************",
            "event": "phone.callee_call_log_completed",
            "status": "200",
            "userId": "***************",
            "url": "***************",
            "subscriptionId": "***************",
            "requestHeaders": "N/A",
            "requestBody": "{\"event\":\"phone.callee_call_log_completed\",\"payload\":{\"account_id\":\"***************\",\"object\":{\"call_logs\":[{\"id\":\"4145322e-b74c-4455-9355-b15db6ecb253\",\"call_type\":\"voip\",\"caller_number\":\"+***************\",\"caller_number_type\":2,\"caller_number_source\":\"external\",\"caller_name\":\"***************\",\"callee_number\":\"841\",\"callee_number_type\":1,\"callee_name\":\"***************\",\"direction\":\"inbound\",\"duration\":12,\"result\":\"Call connected\",\"date_time\":\"2022-12-19T21:04:29Z\",\"path\":\"sharedLines\",\"site\":{\"id\":\"***************\"},\"has_recording\":false,\"has_voicemail\":false,\"call_id\":\"7178968308336916650\",\"forwarded_by\":{\"name\":\"Customer Service Dept\",\"extension_type\":\"sharedLineGroup\",\"extension_number\":\"953\"},\"caller_country_code\":\"1\",\"caller_country_iso_code\":\"US\",\"answer_start_time\":\"2022-12-19T21:04:30Z\",\"call_end_time\":\"2022-12-19T21:04:42Z\",\"department\":\"Engagement\",\"cost_center\":\"\"}],\"user_id\":\"***************\"}},\"event_ts\":1671483884237}",
            "responseHeaders": "{\"Content-Length\":\"0\",\"Date\":\"Mon, 19 Dec 2022 21:04:44 GMT\"}",
            "runTime": "427",
            "ttl": 1672693486
        }

**phone.recording_completed with direction outbound**
        {
            "applicationId": "***************",
            "monitorTime": 1671483883199,
            "traceId": "7178968308336916650+PBX_a1d7be5bfa56402aa9edecc28c614821",
            "accountId": "***************",
            "event": "phone.recording_completed",
            "status": "200",
            "userId": "***************",
            "url": "***************",
            "subscriptionId": "***************",
            "requestHeaders": "N/A",
            "requestBody": "{\"event\":\"phone.recording_completed\",\"payload\":{\"account_id\":\"***************\",\"object\":{\"recordings\":[{\"id\":\"0f59d7c270774d72a25e7ca5801db481\",\"user_id\":\"***************\",\"caller_number\":\"+***************\",\"caller_number_type\":2,\"caller_name\":\"***************\",\"callee_number\":\"838\",\"callee_number_type\":1,\"callee_name\":\"***************\",\"direction\":\"outbound\",\"duration\":11,\"download_url\":\"https://zoom.us/v2/phone/recording/download/***************\",\"date_time\":\"2022-12-19T21:04:30Z\",\"recording_type\":\"Automatic\",\"call_log_id\":\"0f59d7c2-7077-4d72-a25e-7ca5801db481\",\"call_id\":\"7178968308336916650\",\"owner\":{\"type\":\"user\",\"id\":\"***************\",\"name\":\"***************\",\"extension_number\":838,\"has_access_permission\":false},\"site\":{\"id\":\"***************\"},\"end_time\":\"2022-12-19T21:04:42Z\"}]}},\"event_ts\":1671483883122}",
            "responseHeaders": "{\"Content-Length\":\"0\",\"Date\":\"Mon, 19 Dec 2022 21:04:43 GMT\"}",
            "runTime": "248",
            "ttl": 1672693483
        }

Can you please investigate and let us know if this is a bug or if we are missing something?

Thank you.

2

Thank you for posting the forum and sorry to hear about your experience with Webhooks, @leobit! I am happy to help on this matter. To begin, can you tell us if this is happening all the time or just in certain instances? When did you first start noticing the Inconsistent directions for events?

3

Update:

I’ve asked our engineers to investigate and they have confirmed that the behavior you are observing is normal. This occurs when the caller and callee are both under the same account. Zoom uses the outbound field to identify who initiated the recording, which can results in inconsistent direction values for the same call.

Please let me know if you have any questions about this.

4

Thank for the respond about this problem

5

Hi, thank you for looking into this. However, your answer doesn’t seem to apply in this case. The caller is not even using Zoom. Caller is using regular cellphone and his type is external (caller_number_type: 2), but the direction for phone.recording_completed in outbound

Thanks.