Phone Recording Completed webhook not delivered to Call Queue agent in specific internal call scenario

API and Webhooks
1

API Endpoint(s) and/or Zoom API Event(s)

  • Zoom Phone Recording Completed webhook event
  • App scope: phone:read:admin

Description

We’re seeing inconsistent behavior with the Zoom Phone Recording Completed webhook between different Zoom organizations.

In one customer organization, the webhook was not delivered to the Call Queue agent after a recorded internal call, while the caller did receive the webhook.

The call flow was:

  • User A (member of the Call Queue) placed an internal call to the Call Queue.
  • User B answered the call through the Call Queue.
  • The recording was successfully created.
  • User A received the Recording Completed webhook.
  • User B did not receive the Recording Completed webhook.

We reproduced the same scenario in another Zoom organization using different test users.

In the second organization:

  • User A’ called the Call Queue.
  • User B’ answered the call.
  • Both User A’ and User B’ received the Recording Completed webhook as expected.

Since the behavior differs between organizations despite the same call flow, we’re trying to understand whether this is expected behavior or if there is an account-specific setting or issue.

If necessary, we can provide the affected call_id and call_log_id privately.

Error?

No error is returned.

The issue is that the Phone Recording Completed webhook is never delivered for User B in the affected organization, even though the recording is successfully generated.

How To Reproduce

1. Steps

  1. User A (who is a member of a Call Queue) places an internal Zoom Phone call to the Call Queue.
  2. User B answers the call through the Call Queue.
  3. The call is recorded.
  4. Wait for the recording to finish processing.

Expected Result

  • Both User A and User B receive the Phone Recording Completed webhook.

Actual Result (affected organization)

  • User A receives the webhook.
  • User B does not receive the webhook.

Actual Result (test organization)

  • Both User A’ and User B’ receive the webhook.

2. Authentication method or app type

  • Server-to-Server OAuth app
  • Scope: phone:read:admin

3. Any errors

No webhook delivery errors or API errors are observed.

We’re mainly trying to understand:

  • Is this expected behavior for Call Queue calls?
  • Are there any account or Call Queue settings that could affect webhook delivery?
  • Has anyone encountered similar behavior before?