Random Phone Call Disconnections with inviteByPhone - Need Help Diagnosing Issue

Video SDK Web
1

Description
We’re experiencing random phone call disconnections when using inviteByPhone() to dial out to customers. Calls connect successfully but drop unexpectedly during the session without anyone hanging up.

Users report that phone calls simply disconnect randomly during an active session. We need help understanding what caused the disconnection - was it network issues, RTP timeout, or something else?

Which Web Video SDK version?

@zoom/videosdk - 2.2.5

Additional context

Session ID with issue: deal-vqjt3ktnejkpoyvqqn5r-mgv86m5d

What we need help with:

Can the Zoom team please investigate this Session ID to determine:

  1. Why did the phone call disconnect?

  2. Was it a network/connection issue (slow internet, RTP timeout)?

  3. Was it an issue on Zoom’s infrastructure?

  4. Are there any error logs on Zoom’s backend for this session?

We’re trying to diagnose the root cause of these random disconnections. Any insights from Zoom’s backend logs would be extremely helpful!

2

Hey @marcio.samuel

Thanks for your feedback.

Session ID with issue: deal-vqjt3ktnejkpoyvqqn5r-mgv86m5d

It seems that the session ID is not a valid Zoom session ID. You can retrieve it from the web portal → Dashboard → Past Sessions.

Thanks
Vic