Multiple phone.callee_answered events for different users with same call id

API and Webhooks
1

One of our customer configured callQueue on Zoom Phone, and we have received multiple answered event ( phone.callee_answered ) for the same call for two different users.

Could you please check the root cause of the duplicate answered event?

2

Hey @phonebridge-integ
Thanks for reaching out to us.
Could you please share the payload you received more than once?

3

Hello @elisa.zoom ,

Please find the details below,

Message 1:

{
  "payload": {
    "account_id": "TnRaL7ZXTNO_LNODBFZcHg",
    "object": {
      "redirect_forwarded_by": {},
      "answer_start_time": "2025-04-10T16:27:08Z",
      "caller": {
        "connection_type": "pstn_off_net",
        "extension_number": 14035020802,
        "name": "MEDICINE HAT AB",
        "phone_number": "+14035020802",
        "extension_type": "pstn"
      },
      "forwarded_by": {
        "extension_number": "803",
        "name": "Support",
        "extension_type": "callQueue"
      },
      "callee": {
        "extension_id": "VeczYt8PRqOQOJySFikxTQ",
        "device_name": "RSARKARIA-PC",
        "device_id": "35b7f50ea7b23f3736dd56c93afe1367c4ad10bb28b8828f378021ef3c74a40b",
        "connection_type": "voip",
        "user_id": "3tQ5cJpwTt63E35OTk0Wjg",
        "timezone": "America/Vancouver",
        "extension_number": 808,
        "name": "Palak Kaur",
        "phone_number": "+18444629773",
        "device_type": "Windows_Client(6.3.11.60501)",
        "extension_type": "user"
      },
      "ringing_start_time": "2025-04-10T16:27:00Z",
      "call_id": "7491721835423753509"
    }
  },
  "event_ts": 1744302428645,
  "event": "phone.callee_answered"
}

Message 2:

{
  "payload": {
    "account_id": "TnRaL7ZXTNO_LNODBFZcHg",
    "object": {
      "redirect_forwarded_by": {},
      "answer_start_time": "2025-04-10T16:27:08Z",
      "caller": {
        "connection_type": "pstn_off_net",
        "extension_number": 14035020802,
        "name": "MEDICINE HAT AB",
        "phone_number": "+14035020802",
        "extension_type": "pstn"
      },
      "forwarded_by": {
        "extension_number": "803",
        "name": "Support",
        "extension_type": "callQueue"
      },
      "callee": {
        "extension_id": "E0TRZ5BVSg-yXtWtWXx6tw",
        "device_name": "HEATHER-PC",
        "device_id": "4d071eaaefbb8cf5e627f138aef85ae4286e60df7bcf185f1d65651f860405c5",
        "connection_type": "voip",
        "user_id": "lOsQj0WVT_KdPhUrqaeQSA",
        "timezone": "America/Los_Angeles",
        "extension_number": 806,
        "name": "H Buchanan",
        "phone_number": "+18444629773",
        "device_type": "Windows_Client(6.3.11.60501)",
        "extension_type": "user"
      },
      "ringing_start_time": "2025-04-10T16:27:00Z",
      "call_id": "7491721835423753509"
    }
  },
  "event_ts": 1744302428645,
  "event": "phone.callee_answered"
}
4

@elisa.zoom

Could we get any updates on this?

5

Hey @phonebridge-integ
Sorry for the late reply here.
I am happy to look into this issue but I will need newer logs, our webhook logs only go back 15 days and these events are from april
If you can provide a more recent example, that would be helpful