Our company uses Zoom Phone for all telephone communications.
We have a JWT App with an event subscription for just one event - Call Recorded.
We’re supposed to receive a notification after every recorded call. As soon as we get a notification, we download the corresponding audio record from the cloud and store it in our CRM.
From the very first day of using this system, we noticed that the number of recordings stored in our CRM is less than we can see in the phone recordings history on zoom.us website. Unfortunately, we can’t see the event subscription webhook log to check if Zoom actually hit our endpoint. That’s why I created another webhook-only app and subscribed for the same event - Call Recorded.
Now we can say for sure, that Zoom doesn’t send us notifications for ALL recorded phone calls. So far, I’ve discovered one particular type of calls that we never had notifications of. This is inbound calls from unknown (anonymous) callers.
Which App Type
JWT and Webhook
For example, on January 28 we had 30 recordings in total, including 6 inbound calls. Only 3 of those inbound calls were from unknown callers, and we’re missing exactly 3 recording notifications in the webhook-only app webhook logs. We had the notifications about the rest 27 call recordings. Moreover, we had exactly the same notifications for both our apps. This is an indicator of a fundamental flaw in the way notifications work.
I suspect the system can’t send notifications if a caller is unknown, because the caller isn’t stored yet at the time of sending the notification. However, such calls are successfully recorded, saved in the cloud and shown in our history later on.
I have the full logs saved for the day, in case you need more detailed information. I hope I described the issue well enough, and it’s fairly easy to reproduce.