ZCC and RTMS Question

Realtime Media Streams
1

We have a General RTMS app that’s configured but contact_center.voice_rtms_started never fires.

Config (all verified):

  • Scopes: contact_center:read:zcc_voice_audio, read:zcc_voice_transcript, update:engagement_rtms_app_status
  • Subscribed to contact_center.voice_rtms_started/stopped/interrupted; webhook CRC passes, token matches
  • Attached to voice queue “HW-EEG Voice” via Apps integration, auto-start on; test calls associated with that queue

Symptom: engagement_* and recording_* events deliver fine; voice_rtms_started never fires on connected calls. Testing with outbound, agent-initiated calls (can’t easily generate inbound).

Two questions:

  1. Is ZCC RTMS enabled at our account level? (Account 3029076778; Developer Pack credits active.)
  2. Does voice_rtms_started fire for outbound agent-initiated engagements, or inbound-routed only?
2

@Christian6 there is no developer pack active for this account.