Zoom Phone Warm Transfer Logs Someone Got Worse

Phone
5

Hi @paul.woltman ,

I’ve recently heard back on a related issue with call history endpoint not having parity with upcoming deprecated call log endpoints and web portal data.

My colleague has made me aware of an initiative with the Phone API team to reconcile these issues.

Please know I hear and sympathize with your grievances and am working to push for consistent parity experiences across our products with developer resources.

In the interim, I have formally logged your issue with Developer Support for another point of tracking. Please check the email associated with your developer forum account to see the ticket.

Here’s what I’ve communicated on your behalf:

A customer using the Zoom Phone API to retrieve call history data reports inconsistencies in how calls—especially warm transfers—are logged. They note a major discrepancy between the web admin interface and the API, making it difficult to track warm transfers in their reports.

Customer Findings:

  • Prior to November 15, warm transfers were identifiable in API logs. After this date, they are no longer visible.
  • The Zoom admin UI still presents warm transfer details, but the API does not.
  • Web inspector analysis reveals that warm transfer events (action type 61) are present in the JSON data passed to the UI but are missing from the API response.
  • API logs show only the initial incoming call, with no way to follow the transfer path.

Replication Details:

  • A warm transfer was performed on February 18 at 5:20 PM CST.
  • The web UI displayed the warm transfer event and call continuation, but a call to the /v2/phone/call_history API did not contain any related data.

Potential Root Causes:

  1. Data Discrepancy: API responses do not align with the Zoom web UI, suggesting missing or improperly surfaced data in the API layer.
  2. Schema Changes Post-November 15: The API may have undergone an uncommunicated change affecting how warm transfers are logged.
  3. Incomplete API Implementation: The REST API does not provide the same level of detail as the webhook API, leading to usability issues.

Next Steps for Escalation:

  • Engineering Review: Investigate whether warm transfer events were intentionally removed from API responses post-November 15.
  • API Consistency Check: Ensure REST API and webhook API provide aligned call history details.
  • Documentation Update (if applicable): Clarify how warm transfers are expected to be logged and retrieved via API.
  • Customer Follow-Up: Provide a timeline for resolution or a workaround if available.