Contact Center events

Contact Center voice events provide real-time updates about call lifecycle, transfers, conferences, supervisor monitoring, and IVR streaming during Contact Center engagements.

These events use the RTMS_ZCC_VOICE_EVENT_TYPE enum (event codes 8-34) and are sent through the signaling connection as EVENT_UPDATE messages.

To use Contact Center events, you must first establish connections using Universal events. These foundational protocol events (handshakes, keep-alive, session state, media data) apply to all RTMS implementations including Contact Center.

Consumer answered

Sent from the signaling connection

The signaling connection sends a consumer answered event when a customer has already answered at stream start. Subscribe to this event with event_type: 8. This message does not require a response from the app.

The event_ts timestamp indicates when the customer's channel was answered.

{
    "msg_type": 6,
    "event": {
        "event_type": 8,
        "event_ts": 1727384349123,
        "participant_info": {
            "channel_id": "123abc",
            "participant_mode": "caller",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550101",
            "user_id": "customer-contact-id",
            "display_name": "Jane Doe"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a consumer has answered. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The consumer answered event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the customer channel was answered.
`participant_info`	object	Information about the customer participant.
`channel_id`	string	The unique identifier of the customer SIP channel.
`participant_mode`	string	The participant role. For inbound calls, the customer is `"caller"`. For outbound calls, the customer is `"callee"`.
`queue_id`	string	The unique identifier of the queue.
`queue_name`	string	The name of the queue.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.
`phone_number`	string	The customer's phone number.
`user_id`	string	The customer contact identifier.
`display_name`	string	The customer's display name.

User answered

Sent from the signaling connection

Contact Center only

The signaling connection sends a user answered event when an agent or supervisor has answered a call. Subscribe to this event with event_type: 10. This message does not require a response from the app.

For agents on inbound customer calls, participant_mode is "callee". For outbound calls, it is "caller". The email field is included when the user can be loaded.

{
    "msg_type": 6,
    "event": {
        "event_type": 10,
        "event_ts": 1727384350123,
        "participant_info": {
            "channel_id": "agent-channel-id",
            "participant_mode": "callee",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "szCyubr_aQhieHNWYbAGMYg",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a user has answered. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The user answered event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the user answered.
`participant_info`	object	Information about the user participant.
`channel_id`	string	The unique identifier of the user's SIP channel.
`participant_mode`	string	The participant role. `"callee"` for inbound, `"caller"` for outbound.
`queue_id`	string	The unique identifier of the queue.
`queue_name`	string	The name of the queue.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.
`phone_number`	string	The user's phone number.
`user_id`	string	The unique identifier of the user.
`display_name`	string	The user's display name.
`email`	string	The user's email address.

Consumer ended

Sent from the signaling connection

Contact Center only

The signaling connection sends a consumer ended event when the customer hangs up. This event is often sent along with stream stop. Subscribe to this event with event_type: 9. This message does not require a response from the app.

The structure is the same as consumer answered.

{
    "msg_type": 6,
    "event": {
        "event_type": 9,
        "event_ts": 1727384999000,
        "participant_info": {
            "channel_id": "123abc",
            "participant_mode": "caller",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550101",
            "user_id": "customer-contact-id",
            "display_name": "Jane Doe"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a consumer ends a call. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The consumer ended event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the customer hung up.
`participant_info`	object	Information about the customer participant. See Consumer answered for field descriptions.

User ended

Sent from the signaling connection

Contact Center only

The signaling connection sends a user ended event when an agent or supervisor hangs up or when their channel is removed. Subscribe to this event with event_type: 11. This message does not require a response from the app.

The structure is the same as user answered.

{
    "msg_type": 6,
    "event": {
        "event_type": 11,
        "event_ts": 1727384999000,
        "participant_info": {
            "channel_id": "agent-channel-id",
            "participant_mode": "callee",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "szCyubr_aQhieHNWYbAGMYg",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a user ends a call. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The user ended event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the user hung up.
`participant_info`	object	Information about the user participant. See User answered for field descriptions.

User hold

Sent from the signaling connection

Contact Center only

The signaling connection sends a user hold event when an agent places a call on hold. Subscribe to this event with event_type: 12. This message does not require a response from the app.

The subject is the agent who toggled hold. The queue comes from the agent's task.

{
    "msg_type": 6,
    "event": {
        "event_type": 12,
        "event_ts": 1727384400000,
        "participant_info": {
            "channel_id": "agent-channel-id",
            "participant_mode": "callee",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "szCyubr_aQhieHNWYbAGMYg",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a user places a call on hold. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The user hold event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the call was placed on hold.
`participant_info`	object	Information about the agent who placed the call on hold. See User answered for field descriptions.

User unhold

Sent from the signaling connection

Contact Center only

The signaling connection sends a user unhold event when an agent resumes a call from hold. Subscribe to this event with event_type: 13. This message does not require a response from the app.

The structure is identical to user hold, with event_type: 13.

{
    "msg_type": 6,
    "event": {
        "event_type": 13,
        "event_ts": 1727384450000,
        "participant_info": {
            "channel_id": "agent-channel-id",
            "participant_mode": "callee",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "szCyubr_aQhieHNWYbAGMYg",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a user resumes a call from hold. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The user unhold event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the call was resumed from hold.
`participant_info`	object	Information about the agent who resumed the call. See User answered for field descriptions.

Monitor started

Sent from the signaling connection

Contact Center only

The signaling connection sends a monitor started event when a supervisor begins monitoring an agent's call (listen-only mode). Subscribe to this event with event_type: 14. This message does not require a response from the app.

The channel_id is the supervisor's channel. The participant_mode indicates the monitoring mode ("monitor", "whisper", "barge", or "takeover"). The user_id, display_name, and email fields identify the monitored agent. The monitoring_user_* fields identify the supervisor.

{
    "msg_type": 6,
    "event": {
        "event_type": 14,
        "event_ts": 1727384410000,
        "participant_info": {
            "channel_id": "supervisor-channel-id",
            "participant_mode": "monitor",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550999",
            "user_id": "agent-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "monitoring_user_id": "supervisor-user-id",
            "monitoring_user_display_name": "Sam Supervisor",
            "monitoring_user_email": "sam@example.com",
            "consumer_id": "customer-contact-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when monitoring starts. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The monitor started event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when monitoring started.
`participant_info`	object	Information about the monitoring session.
`channel_id`	string	The unique identifier of the supervisor's SIP channel.
`participant_mode`	string	The monitoring mode. One of `"monitor"`, `"whisper"`, `"barge"`, or `"takeover"`.
`queue_id`	string	The unique identifier of the queue.
`queue_name`	string	The name of the queue.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.
`phone_number`	string	The supervisor's phone number.
`user_id`	string	The unique identifier of the monitored agent.
`display_name`	string	The display name of the monitored agent.
`email`	string	The email address of the monitored agent.
`monitoring_user_id`	string	The unique identifier of the supervisor.
`monitoring_user_display_name`	string	The display name of the supervisor.
`monitoring_user_email`	string	The email address of the supervisor.
`consumer_id`	string	The customer contact identifier.
`consumer_number`	string	The customer's phone number.
`consumer_display_name`	string	The customer's display name.

Monitor transitioned

Sent from the signaling connection

Contact Center only

The signaling connection sends a monitor transitioned event when a supervisor changes their monitoring mode (for example, from listen to whisper, or whisper to barge). Subscribe to this event with event_type: 15. This message does not require a response from the app.

The structure is identical to monitor started, with participant_mode showing the new monitoring mode.

{
    "msg_type": 6,
    "event": {
        "event_type": 15,
        "event_ts": 1727384420000,
        "participant_info": {
            "channel_id": "supervisor-channel-id",
            "participant_mode": "whisper",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550999",
            "user_id": "agent-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "monitoring_user_id": "supervisor-user-id",
            "monitoring_user_display_name": "Sam Supervisor",
            "monitoring_user_email": "sam@example.com",
            "consumer_id": "customer-contact-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when monitoring mode changes. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The monitor transitioned event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the mode changed.
`participant_info`	object	Information about the monitoring session with the new mode. See Monitor started for field descriptions.

Monitor ended

Sent from the signaling connection

Contact Center only

The signaling connection sends a monitor ended event when a supervisor stops monitoring an agent's call. Subscribe to this event with event_type: 16. This message does not require a response from the app.

The structure is identical to monitor started.

{
    "msg_type": 6,
    "event": {
        "event_type": 16,
        "event_ts": 1727384430000,
        "participant_info": {
            "channel_id": "supervisor-channel-id",
            "participant_mode": "monitor",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550999",
            "user_id": "agent-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "monitoring_user_id": "supervisor-user-id",
            "monitoring_user_display_name": "Sam Supervisor",
            "monitoring_user_email": "sam@example.com",
            "consumer_id": "customer-contact-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when monitoring ends. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The monitor ended event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when monitoring ended.
`participant_info`	object	Information about the monitoring session that ended. See Monitor started for field descriptions.

Takeover started

Sent from the signaling connection

Contact Center only

The signaling connection sends a takeover started event when a supervisor takes over an agent's call. Subscribe to this event with event_type: 17. This message does not require a response from the app.

The structure is identical to monitor started, with participant_mode: "takeover".

{
    "msg_type": 6,
    "event": {
        "event_type": 17,
        "event_ts": 1727384440000,
        "participant_info": {
            "channel_id": "supervisor-channel-id",
            "participant_mode": "takeover",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550999",
            "user_id": "agent-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "monitoring_user_id": "supervisor-user-id",
            "monitoring_user_display_name": "Sam Supervisor",
            "monitoring_user_email": "sam@example.com",
            "consumer_id": "customer-contact-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when takeover starts. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The takeover started event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when takeover started.
`participant_info`	object	Information about the takeover session. See Monitor started for field descriptions.

Transfer initiated

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer initiated event when an agent initiates a call transfer. Subscribe to this event with event_type: 18. This message does not require a response from the app.

The subject is the source agent. The consumer_id is the customer channel identifier (not the contact ID). The transfer_to_* fields identify the transfer target.

{
    "msg_type": 6,
    "event": {
        "event_type": 18,
        "event_ts": 1727384500000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer is initiated. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer initiated event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer was initiated.
`participant_info`	object	Information about the transfer.
`channel_id`	string	The unique identifier of the source agent's SIP channel.
`queue_id`	string	The unique identifier of the source queue.
`queue_name`	string	The name of the source queue.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.
`phone_number`	string	The source agent's phone number.
`user_id`	string	The unique identifier of the source agent.
`display_name`	string	The display name of the source agent.
`consumer_id`	string	The unique identifier of the customer's SIP channel.
`consumer_number`	string	The customer's phone number.
`consumer_display_name`	string	The customer's display name.
`transfer_to_queue_id`	string	The unique identifier of the target queue.
`transfer_to_queue_name`	string	The name of the target queue.
`transfer_to_user_id`	string	The unique identifier of the target agent.
`transfer_to_user_display_name`	string	The display name of the target agent.
`transfer_to_user_channel_id`	string	The unique identifier of the target agent's SIP channel.

Transfer canceled

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer canceled event when a transfer is canceled before completion. Subscribe to this event with event_type: 19. This message does not require a response from the app.

The structure is identical to transfer initiated.

{
    "msg_type": 6,
    "event": {
        "event_type": 19,
        "event_ts": 1727384510000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer is canceled. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer canceled event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer was canceled.
`participant_info`	object	Information about the canceled transfer. See Transfer initiated for field descriptions.

Transfer accepted

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer accepted event when the target agent accepts the transfer. Subscribe to this event with event_type: 20. This message does not require a response from the app.

The structure is identical to transfer initiated.

{
    "msg_type": 6,
    "event": {
        "event_type": 20,
        "event_ts": 1727384520000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer is accepted. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer accepted event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer was accepted.
`participant_info`	object	Information about the accepted transfer. See Transfer initiated for field descriptions.

Transfer completed

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer completed event when a transfer completes successfully. Subscribe to this event with event_type: 21. This message does not require a response from the app.

The structure is identical to transfer initiated.

{
    "msg_type": 6,
    "event": {
        "event_type": 21,
        "event_ts": 1727384530000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer completes. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer completed event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer completed.
`participant_info`	object	Information about the completed transfer. See Transfer initiated for field descriptions.

Transfer rejected

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer rejected event when the target agent rejects the transfer. Subscribe to this event with event_type: 22. This message does not require a response from the app.

The structure is identical to transfer initiated.

{
    "msg_type": 6,
    "event": {
        "event_type": 22,
        "event_ts": 1727384540000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer is rejected. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer rejected event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer was rejected.
`participant_info`	object	Information about the rejected transfer. See Transfer initiated for field descriptions.

Transfer timeout

Sent from the signaling connection

Contact Center only

The signaling connection sends a transfer timeout event when a transfer times out before being accepted or rejected. Subscribe to this event with event_type: 23. This message does not require a response from the app.

The structure is identical to transfer initiated.

{
    "msg_type": 6,
    "event": {
        "event_type": 23,
        "event_ts": 1727384550000,
        "participant_info": {
            "channel_id": "source-agent-channel-id",
            "queue_id": "source-queue-id",
            "queue_name": "Source Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "source-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "transfer_to_queue_id": "target-queue-id",
            "transfer_to_queue_name": "Target Queue",
            "transfer_to_user_id": "target-user-id",
            "transfer_to_user_display_name": "Alex Agent",
            "transfer_to_user_channel_id": "target-agent-channel-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a transfer times out. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The transfer timeout event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the transfer timed out.
`participant_info`	object	Information about the timed-out transfer. See Transfer initiated for field descriptions.

Conference canceled

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference canceled event when a conference is canceled. Subscribe to this event with event_type: 24. This message does not require a response from the app.

The host identity is in participant_info along with customer information from the engagement.

{
    "msg_type": 6,
    "event": {
        "event_type": 24,
        "event_ts": 1727384600000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a conference is canceled. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference canceled event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the conference was canceled.
`participant_info`	object	Information about the conference host and customer.
`channel_id`	string	The unique identifier of the host's SIP channel.
`queue_id`	string	The unique identifier of the queue.
`queue_name`	string	The name of the queue.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.
`phone_number`	string	The host's phone number.
`user_id`	string	The unique identifier of the host.
`display_name`	string	The display name of the host.
`email`	string	The email address of the host.
`consumer_id`	string	The unique identifier of the customer's SIP channel.
`consumer_number`	string	The customer's phone number.
`consumer_display_name`	string	The customer's display name.

Conference participant invited

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference participant invited event when an agent is invited to join a conference. Subscribe to this event with event_type: 26. This message does not require a response from the app.

The event includes conference_participants (everyone already in the conference) and invited_participant (the agent being invited).

{
    "msg_type": 6,
    "event": {
        "event_type": 26,
        "event_ts": 1727384610000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "phone_number": "+18005550199",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "email": "jane.doe@example.com",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "conference_participants": [
                {
                    "participant_channel_id": "customer-channel-id",
                    "participant_display_name": "Jane Customer",
                    "participant_role": "customer",
                    "participant_queue_id": "xqJE_cgERLyAJHYYL5LLeg",
                    "participant_phone_number": "+18005550101"
                },
                {
                    "participant_channel_id": "host-channel-id",
                    "participant_user_id": "host-user-id",
                    "participant_display_name": "Jane Doe",
                    "participant_role": "host",
                    "participant_queue_id": "xqJE_cgERLyAJHYYL5LLeg",
                    "participant_phone_number": "+18005550199"
                }
            ],
            "invited_participant": {
                "participant_channel_id": "invitee-channel-id",
                "participant_user_id": "invitee-user-id",
                "participant_display_name": "Alex Agent",
                "participant_queue_id": "target-queue-id",
                "participant_phone_number": "+18005550200"
            }
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a participant is invited to a conference. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference participant invited event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the invitation was sent.
`participant_info`	object	Information about the conference. See Conference canceled for host and customer field descriptions.
`conference_participants`	array	Array of participants currently in the conference.
`participant_channel_id`	string	The unique identifier of the participant's SIP channel.
`participant_user_id`	string	The unique identifier of the participant (for agents and host only).
`participant_display_name`	string	The display name of the participant.
`participant_role`	string	The role of the participant. One of `"customer"`, `"host"`, or `"invitee"`.
`participant_queue_id`	string	The unique identifier of the participant's queue.
`participant_phone_number`	string	The participant's phone number.
`invited_participant`	object	Information about the invited agent. Uses the same structure as items in `conference_participants`.

Conference participant canceled

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference participant canceled event when the host cancels an invitation before the invitee responds. Subscribe to this event with event_type: 25. This message does not require a response from the app.

The structure is similar to conference participant invited, with the invitee in canceled_participant.

{
    "msg_type": 6,
    "event": {
        "event_type": 25,
        "event_ts": 1727384615000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "conference_participants": [],
            "canceled_participant": {
                "participant_channel_id": "invitee-channel-id",
                "participant_user_id": "invitee-user-id",
                "participant_display_name": "Alex Agent",
                "participant_queue_id": "target-queue-id",
                "participant_phone_number": "+18005550200"
            }
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a conference invitation is canceled. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference participant canceled event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the invitation was canceled.
`participant_info`	object	Information about the conference. See Conference participant invited for field descriptions.
`canceled_participant`	object	Information about the canceled invitee. Uses the same structure as `invited_participant`.

Conference participant rejected

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference participant rejected event when an invitee rejects the conference invitation. Subscribe to this event with event_type: 27. This message does not require a response from the app.

The structure is similar to conference participant canceled, with the rejecting invitee in rejecting_participant.

{
    "msg_type": 6,
    "event": {
        "event_type": 27,
        "event_ts": 1727384617000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "conference_participants": [],
            "rejecting_participant": {
                "participant_channel_id": "invitee-channel-id",
                "participant_user_id": "invitee-user-id",
                "participant_display_name": "Alex Agent",
                "participant_queue_id": "target-queue-id",
                "participant_phone_number": "+18005550200"
            }
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a conference invitation is rejected. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference participant rejected event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the invitation was rejected.
`participant_info`	object	Information about the conference. See Conference participant invited for field descriptions.
`rejecting_participant`	object	Information about the rejecting invitee. Uses the same structure as `invited_participant`.

Conference participant timeout

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference participant timeout event when an invitee does not respond to the conference invitation within the allowed time. Subscribe to this event with event_type: 28. This message does not require a response from the app.

The structure is similar to conference participant canceled, with the timed-out invitee in timed_out_participant.

{
    "msg_type": 6,
    "event": {
        "event_type": 28,
        "event_ts": 1727384620000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "conference_participants": [],
            "timed_out_participant": {
                "participant_channel_id": "invitee-channel-id",
                "participant_user_id": "invitee-user-id",
                "participant_display_name": "Alex Agent",
                "participant_queue_id": "target-queue-id",
                "participant_phone_number": "+18005550200"
            }
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a conference invitation times out. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference participant timeout event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the invitation timed out.
`participant_info`	object	Information about the conference. See Conference participant invited for field descriptions.
`timed_out_participant`	object	Information about the timed-out invitee. Uses the same structure as `invited_participant`.

Conference participant left

Sent from the signaling connection

Contact Center only

The signaling connection sends a conference participant left event when a conference participant leaves. Subscribe to this event with event_type: 29. This message does not require a response from the app.

The conference_participants array excludes the leaving participant. The leaving_participant object contains information about who left.

{
    "msg_type": 6,
    "event": {
        "event_type": 29,
        "event_ts": 1727384630000,
        "participant_info": {
            "channel_id": "host-channel-id",
            "queue_id": "xqJE_cgERLyAJHYYL5LLeg",
            "queue_name": "My Queue",
            "account_id": "parent-account-id",
            "division_id": "division-id",
            "user_id": "host-user-id",
            "display_name": "Jane Doe",
            "consumer_id": "customer-channel-id",
            "consumer_number": "+18005550101",
            "consumer_display_name": "Jane Customer",
            "conference_participants": [],
            "leaving_participant": {
                "participant_channel_id": "invitee-channel-id",
                "participant_user_id": "invitee-user-id",
                "participant_display_name": "Alex Agent",
                "participant_queue_id": "target-queue-id",
                "participant_phone_number": "+18005550200"
            }
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a conference participant leaves. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The conference participant left event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the participant left.
`participant_info`	object	Information about the conference. See Conference participant invited for field descriptions.
`leaving_participant`	object	Information about the participant who left. Uses the same structure as `invited_participant`.

IVR flow entered

Sent from the signaling connection

Contact Center only

The signaling connection sends an IVR flow entered event when a call enters an IVR flow that has the same RTMS app assigned. Subscribe to this event with event_type: 30. This message does not require a response from the app.

For more information about IVR streaming, see IVR streaming for Contact Center.

{
    "msg_type": 6,
    "event": {
        "event_type": 30,
        "event_ts": 1727384200000,
        "flow_info": {
            "engagement_id": "engagement-id",
            "session_id": "business-id",
            "flow_id": "flow-id",
            "flow_name": "Main IVR",
            "account_id": "parent-account-id",
            "division_id": "division-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a call enters an IVR flow. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The flow entered event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the call entered the flow.
`flow_info`	object	Information about the flow that was entered.
`engagement_id`	string	The unique identifier for the Contact Center engagement.
`session_id`	string	The business session identifier.
`flow_id`	string	The unique identifier of the IVR flow.
`flow_name`	string	The name of the IVR flow.
`account_id`	string	The parent Zoom account identifier.
`division_id`	string	The division identifier.

IVR flow exited

Sent from the signaling connection

Contact Center only

The signaling connection sends an IVR flow exited event when a call leaves an IVR flow. Subscribe to this event with event_type: 31. This message does not require a response from the app.

The structure is identical to the flow entered event, with event_type: 31.

{
    "msg_type": 6,
    "event": {
        "event_type": 31,
        "event_ts": 1727384300000,
        "flow_info": {
            "engagement_id": "engagement-id",
            "session_id": "business-id",
            "flow_id": "flow-id",
            "flow_name": "Main IVR",
            "account_id": "parent-account-id",
            "division_id": "division-id"
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a call exits an IVR flow. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The flow exited event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the call exited the flow.
`flow_info`	object	Information about the flow that was exited. See IVR flow entered for field descriptions.

DTMF input started

Sent from the signaling connection

Contact Center only

The signaling connection sends a DTMF input started event when a customer presses a key during an IVR flow. DTMF events are only emitted during IVR flows before an agent bridges the call. Subscribe to this event with event_type: 32. This message does not require a response from the app.

Each keypress generates a DTMF_STARTED event followed by a DTMF_ENDED event. The payload.ts RTP timestamp is identical for the matching start and end events.

{
    "msg_type": 6,
    "event": {
        "event_type": 32,
        "event_ts": 1789681294876,
        "channel_id": "3ea506fa-0061-4ca2-894c-e038294e2a0c",
        "payload": {
            "digit": "1",
            "ts": 44320
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when DTMF input starts. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The DTMF started event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the keypress started.
`channel_id`	string	The unique identifier of the customer SIP channel that pressed the key.
`payload`	object	The DTMF payload data.
`digit`	string	The key that was pressed. One of `"0"` through `"9"`, `"*"`, or `"#"`.
`ts`	int	The RTP timestamp. This value is identical in the matching `DTMF_STARTED` and `DTMF_ENDED` events for the same keypress.

DTMF input ended

Sent from the signaling connection

Contact Center only

The signaling connection sends a DTMF input ended event when a customer releases a key during an IVR flow. This event pairs with a DTMF_STARTED event. Subscribe to this event with event_type: 33. This message does not require a response from the app.

The payload.ts value matches the corresponding DTMF_STARTED event. The duration field indicates how long the key was pressed.

{
    "msg_type": 6,
    "event": {
        "event_type": 33,
        "event_ts": 1789681295116,
        "channel_id": "3ea506fa-0061-4ca2-894c-e038294e2a0c",
        "payload": {
            "digit": "1",
            "ts": 44320,
            "duration": 2080
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when DTMF input ends. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The DTMF ended event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the keypress ended.
`channel_id`	string	The unique identifier of the customer SIP channel that pressed the key.
`payload`	object	The DTMF payload data.
`digit`	string	The key that was pressed. One of `"0"` through `"9"`, `"*"`, or `"#"`.
`ts`	int	The RTP timestamp. This value matches the `ts` from the corresponding `DTMF_STARTED` event.
`duration`	int	The duration of the keypress in 8 kHz samples. For example, a value of 2080 represents approximately 260 milliseconds.

Queue waiting

Sent from the signaling connection

Contact Center only

The signaling connection sends a queue waiting event when a customer enters a queue during an IVR flow. Subscribe to this event with event_type: 34. This message does not require a response from the app.

When this event fires, the audio stream is paused until an agent joins the call.

{
    "msg_type": 6,
    "event": {
        "event_type": 34,
        "event_ts": 1789681295378,
        "participant_info": {
            "channel_id": "3ea506fa-0061-4ca2-894c-e038294e2a0c",
            "queue_id": "KmI2i3O-SM-99sIqXnQIDA",
            "queue_name": "RTMS_test_queue",
            "account_id": "7hyzf8fNQlqJ_tuFPi1aSQ",
            "flow_streaming": false
        }
    }
}

Field	Type	Description
`msg_type`	int	The signaling connection sends this message when a customer enters a queue. For more information, see RTMS_MESSAGE_TYPE.
`event_type`	int	The queue waiting event type. For more information, see RTMS_ZCC_VOICE_EVENT_TYPE.
`event_ts`	unsigned long	The Unix timestamp (milliseconds) when the customer entered the queue.
`participant_info`	object	Information about the customer who entered the queue.
`channel_id`	string	The unique identifier of the customer SIP channel.
`queue_id`	string	The unique identifier of the queue.
`queue_name`	string	The name of the queue.
`account_id`	string	The parent Zoom account identifier.
`flow_streaming`	bool	Indicates whether flow streaming is active.