API Endpoints:
“event”: “contact_center.engagement_consumer_ended”,
“flow_name”
Description
Starting May 20th, Zoom API began sending incorrect information to our CRM (Kustomer) at the “contact_center.engagement_consumer_ended” event for missed engagements. In these cases, when an engagement is ended, the flow name listed under the event would match the flow the call first entered, not the flow the call was in when the engagement was ended.
For example, this engagement:
“event”: “contact_center.engagement_consumer_ended”,
“payload”: {
“account_id”: “XXXXXXXXXXXX”,
“object”: {
“engagement_id”: “XXXXXXXXXXXX-pqGOlA”,
“engagement_direction”: “inbound”,
“flow_id”: “31pgrSIMQZGsSEVdu6PBGw”,
“flow_name”: “Main Line”,
“flow_number”: “+1XXXXXX3030”,
“channel_id”: “XXXXXXXXXXXXXX57208”,
“channel_name”: “voice”,
“channel”: “voice”,
“consumer_id”: “XXXXXXXXXXXXrPid1xw2Hg”,
“consumer_number”: “+1XXXXXX8446”,
“consumer_display_name”: “Casandra XXXXX”,
“date_time”: “2024-06-21T20:58:26Z”,
“channel_type”: “voice”
The API returned that at the time the call was ended, the Flow Name was “Main Line.” If you view the call logs in Zoom for that engagement, the call was ended from the “Updated Customer Support” flow.
Error
Returning “flow_name” for the original flow, not current flow, at “consumer_ended” event.
How To Reproduce
- In Zoom CC, route call through an IVR.
- Send the call to a new flow.
- Abandon engagement before picked up.
- View payloads for engagement.