Zoom Phone Call Queue API: expose real-time queue depth (waiting callers count) via API/webhook per call queue

API and Webhooks
, ,
1

Summary
Please expose the real-time number of callers waiting in each Zoom Phone call queue (the “In-queue wait” value on the Call Queue wallboard) through a supported public API and/or webhook, together with the live Active and On Hold counts. Suggested field names: waiting_calls, active_calls, hold_calls per call queue.

Use case
We run an internal wallboard in our own web application so departments can see queue pressure and member availability next to their internal staffing status. Zoom’s built-in wallboard already shows these live numbers to our supervisors, all of whom hold the Customer Engagement Pack license, so licensing isn’t the issue. We need the same live data available to an API app. We use a Server-to-Server OAuth app with phone:read:*:admin scopes.

What we can get today, and what is missing

  • Phone event subscription (WebSocket): events fire when a member’s phone rings, is answered, missed, ended or held. Nothing fires when a caller enters the queue or is waiting with no member ringing, so a backed-up queue is invisible.
  • Call History APIs: list finished calls only. We tested while a queue had 20+ waiting callers, and no unfinished calls were listed.
  • Call queue and member APIs: the queue details response has no live fields (the only analytics-like fields it returns read 0).
  • GET /phone/call_queue_analytics: returns period totals (inbound, completed, abandoned, overflowed, average and maximum in-queue wait), with no live waiting count.

Requested capability

  1. A per-queue, near-real-time count of waiting callers, available by REST polling and/or a webhook or WebSocket event.
  2. Live active and on-hold counts per queue, matching the wallboard.
  3. Available under an admin-level scope for Server-to-Server OAuth apps on single (non-master) accounts. If it’s tied to the Customer Engagement Pack, please say so in the docs.
  4. Optional: an event when a caller enters or leaves a queue.

Impact
Without this, third-party and in-house wallboards can’t show how many callers are waiting, which is the most important number for a supervisor, and the workarounds (estimating from ring events) read zero exactly when the queue is busiest.