I’ve been trying to debug this issue for quite some time, but I haven’t been able to identify the root cause.
Here’s what I’ve verified so far:
- The Zoom Contact Center integration status shows Connected.
- In the Voice configuration, Create Session History at the start of engagement is enabled.
- My Salesforce user has both the Zoom Contact Center Admin and Zoom Contact Center Agent permission sets assigned.
- I can manually create Session History records in Salesforce, so it doesn’t appear to be a permissions issue.
- Both inbound and outbound calls work correctly through the CTI.
- A Task record is created automatically after each call.
The only thing that is not happening is the creation of the Session History record.
Since Tasks are being created successfully, the integration appears to be working, but for some reason the Session History object is never populated.
I need these Session History records to implement outbound screen pops. As a workaround I’m considering using Zoom webhooks, but I’d prefer to rely on the native Salesforce synchronization since webhooks can introduce delays.
Has anyone experienced this issue before? Is this a known bug, a package version issue, or is there any additional configuration that could prevent Session History records from being created while Tasks continue to be created successfully?
For context, I’m using Zoom for Lightning, not the Service Cloud Voice integration.
Any suggestions would be greatly appreciated. Thanks!