# ZCC and RTMS Question

**URL:** <https://devforum.zoom.us/t/zcc-and-rtms-question/144632>\
**Category:** Realtime Media Streams\
**Created:** [July 7, 2026, 7:44pm UTC](https://devforum.zoom.us/t/zcc-and-rtms-question/144632 "2026-07-07T19:44:25Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![Christian6](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/christian6/32/75372_2.png) [@Christian6](https://devforum.zoom.us/u/Christian6)\
**Post date:** [July 7, 2026, 7:44pm UTC](https://devforum.zoom.us/t/zcc-and-rtms-question/144632/1 "2026-07-07T19:44:25Z")

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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?

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**Author:** ![chunsiong.zoom](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/chunsiong.zoom/32/35488_2.png) [@chunsiong.zoom](https://devforum.zoom.us/u/chunsiong.zoom)\
**Post date:** [July 8, 2026, 2:15am UTC](https://devforum.zoom.us/t/zcc-and-rtms-question/144632/2 "2026-07-08T02:15:28Z")

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