Zoom Phone webhook - Data Identification

API and Webhooks
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1. Availability of Forwarded Call Data

Question:
We are using Zoom’s webhook data to track call activity for our clinical program. However, we’ve noticed that when a call is forwarded, the data stops recording after the initial transfer. Our workflow involves a coordinator forwarding all incoming calls to a nurse, so the forwarded call details (such as duration and recipient information) are missing from our dataset.

Current subscribed webhooks:
phone.callee_call_log_completed
phone.callee_answered

Could you clarify:

  1. Does Zoom provide webhook or API endpoints that capture full call details, including forwarded calls?
  2. Is there a way to track the duration of a forwarded call after the transfer?
  3. Are there specific settings we need to enable to ensure forwarded call details are captured?

Any guidance on how to retrieve this data would be greatly appreciated.

2. Availability of Outbound Call Data

Question:
We are currently using Zoom Phone webhook data to track incoming calls for our clinical program. However, we are unable to retrieve any data on outbound calls, even though they are a key part of our operations. The webhook currently gives us only the inbound call data.

Could you help with the following:

  1. Does Zoom provide webhook or API support for capturing outbound call data?
  2. If so, which API endpoints or webhook events should we be using to collect this information?
  3. Are there any account-level settings or permissions that need to be enabled to access outbound call data?

We want to ensure our dashboard captures both incoming and outgoing calls to provide a complete view of our team’s workload. Any assistance would be greatly appreciated.

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Hi @Sharath_M
Thank you for reaching out to us and welcome to the Zoom Developer forum, I am happy to help here!

About the first set of questions:

  1. Does Zoom provide webhook or API endpoints that capture full call details, including forwarded calls?
  2. Is there a way to track the duration of a forwarded call after the transfer?
  3. Are there specific settings we need to enable to ensure forwarded call details are captured?

Yes, we do provide an API endpoint that provides full call details, you can use the Get account’s call history endpoint to locate the call log you need and then use the Get call path endpoint for full details of a specific call.

Within the Get call path endpoint, we have a duration field to track the forwarded call duration. And lastly, you do not need any specific settings to ensure forwarded calls are captured.

To answer the second set of questions

  1. Does Zoom provide webhook or API support for capturing outbound call data?
  2. If so, which API endpoints or webhook events should we be using to collect this information?
  3. Are there any account-level settings or permissions that need to be enabled to access outbound call data?

The get account call history endpoint and get call path endpoint will help you accomplish both (points 1 and 2) and no setting or permissions.

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