# Warm transfer with Zoom Phone

<!-- WARNING: THIS FILE WAS AUTOGENERATED! DO NOT EDIT! -->

Zoom Phone supports warm transfers. During a warm transfer, the original agent stays on the line to introduce the caller and issue to the next agent. This guide explains how to retrieve warm transfer details using Zoom Phone APIs.

## Changes

### Consolidated report

Previously, warm transfers used a separate `call_history_uuid`. Now one `call_history_uuid` and one consolidated report cover the entire call, including the pre-transfer, warm transfer, and post-transfer segments.

Warm transfers no longer generate separate events or reports. The incoming and outgoing transfer event names are now:

-   `warm_transfer_outgoing`
-   `warm_transfer_incoming`

Additionally, we now list the following payload fields in the consolidated call record within the `call_elements` object:

-   `operator_name` - name of user who performed the transfer
-   `operator_ext_number` - extension number of user who performed transfer
-   `segment` - sequential integer to indicate the orders of events that starts from 0. Each phase has the same segment ID

### How to access warm transfer records

If your integration retrieves warm transfer records from the Call History endpoint by matching the `call_id` to the `transfer_call_id`, update it as follows:

-   Call the List API (`/phone/call_history`) and observe that it returns a single consolidated record instead of multiple records.

    ```json
    {
        "total_records": 1,
        "call_history": [
            {
                "call_history_uuid": "20260519-abcd1234-5678-90ef-ghij-klmnopqrstuv",
                "direction": "inbound",
                "call_id": "1234567890123456789",
                "caller_did_number": "+15551234567",
                "callee_name": "Support Queue"
            }
        ]
    }
    ```

-   Capture the call UUID and pass it as a query parameter in a subsequent request to the Details API endpoint (`/phone/call_history/{callHistoryUuid}`).

    ```json
    {
        "call_history_uuid": "20240101-abcd1234-5678-90ef-ghij-klmnopqrstuv",
        "call_elements": [
            {
                "segment": 1,
                "event": "incoming",
                "callee_name": "Support Queue",
                "result": "forwarded"
            },
            {
                "segment": 1,
                "event": "warm_transfer_incoming",
                "callee_name": "John Smith"
            },
            {
                "segment": 2,
                "event": "warm_transfer_incoming",
                "call_id": "1234567890abcdef123",
                "caller_name": "John Smith"
            }
            // ...
        ]
    }
    ```

#### Key Characteristics

-   All phases are consolidated into one `call_history_uuid`.
-   To retrieve call details, pass the UUID as a query parameter to the Call History endpoint.
-   Post-transfer `call_id` exists only within `call_elements`.

## Affected data access patterns

The following table outlines the updates required for common processes.

| Process description                                                                                             | Affected component                                                                                                                                                              | Available solution                                                                                                                                                                                                              |
| --------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Determine call count using Call History listings                                                                | Warm transfers are no longer counted as separate records                                                                                                                        | Use the Call History Details API and count each segment in the returned object as an individual call                                                                                                                            |
| Identify warm transfers using the `webhook_transfer_id` returned by the `phone.warm_transfer_initiated` webhook | Warm transfers no longer have a separate `call_id` in the Call History List API response. While `call_id` remains searchable, it cannot be located using `webhook_transfer_id`. | Store the transfer ID from the webhook, then use the Call History Details API and parse the `call_elements` object to retrieve segment `call_id` values. Use `call_elements` instead of `call_path`, which is being deprecated. |