ZCC Pause and Resume API not working with Active Engagements

API Endpoint(s) and/or Zoom API Event(s)
Endpoint for - Control an engagement’s recording
PUT/contact_center/engagements/{engagementId}/recording/{command}

Description
Working on developing an application that allows users to pause/resume zcc engagements through a put request on a webpage.

I have a server to server app created and i have web events enabled. Im getting the events for the engagement started, recording started, paused and resumed. The events are working without issue.

When i try to send a put request to pause and resume the engagement, im getting an access is denied. I can access other contact center api’s with the tokens im generating though. I verified that my app has the granular scope - contact_center:update:engagement_recording_control:admin as stated in the documentation.

I troubleshot the issue further using postman and what appears to be happening is that the active enegagement isnt being picked up in the api. I did a get engagement list request and was unable to find the active engagement I was working on, I also did a specific - GET/contact_center/engagements/{engagementId} and it responded with the engagement not existing.

I did these while the engagement was active and recording was started.

How To Reproduce
Steps to reproduce the behavior:

Start an engagment, have automatic recording enabled with the box for pausing/resuming checked.

get the engagement ID and do a put request for pausing/resuming the engagment

1. Request URL / Headers (without credentials or sensitive info like emails, uuid, etc.) / Body

PUT - contact_center/engagements/{engagement_id}/recording/pause

2. Authentication method or app type

Server to Server
Scopes Enabled in the app - “contact_center:update:engagement_recording_control:admin contact_center:read:engagement_recording_status:admin contact_center:read:engagement:admin contact_center:read:recording:admin contact_center:read:engagement_started:admin contact_center:read:list_engagements:admin”

3. Any errors

{
“code”: -1,
“message”: “Access is denied”
}

contact_center/engagements/{engagement_id}

{
“code”: 2901,
“message”: “Engagement does not exist:{engagement_id}”
}

Hi @chad.simon
Thanks for reaching out and welcome to the Zoom Developer Community!
Are you still facing this issue?

Hey @elisa.zoom! Thanks for having me. Yes I am still facing this issue, just tested it again to verify.

Hey @chad.simon
I am really sorry for not getting back to you earlier. I missed the notification. I will send you a DM for more details

I was able to get the engagementId for an active call by using: https://api.zoom.us/v2/contact_center/users/O84Yq43fQ6q_GilrQa7oIg/recordings?from=2025-01-07T14:43:23Z&to=2025-01-07T17:43:23Z and looking for the recording with a recording_duration of 0 but I was unable to pause the recording, the response was: statusCode 400 {“code”:-1,“message”:“Access is denied”}

Hey @robert.louis.murphy
Thanks for reaching out to us and welcome to the Zoom Developer Forum.
Do you need any help on this issue you are facing? If so, could you please share more details about it

Yes, when an engagement is on going and being recorded, how can I get the documented status 204 and have the engagement recording paused instead of getting a response with status 400 and the recording does not pause and the response contains {“code”:-1,“message”:“Access is denied”}. I’m just following the documentation and everything works except the pause. I search for the user using the email address and I get back the user no problem, from there I use the user_id from the search by email to get their recordings, that works, from there I take the engagement_id from the active call and use that to pause the recording, and that does not work.

Thanks Robert, I added you to the private thread I have with Chad, please follow up there

To update this thread, to be able to Use the Pause and Resume Recordings API, the setting “Allow Open API to pause and resume automatic call recording” must be enable in your account. To be able to see this setting, reach out to our Support team to have this featured visible in your account

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